A customer service article worth a read.

[ajrwdwgirl]

Some people just don't know how to be polite and respectful anymore and have a feeling of entitlement. I used to work at a fast food restaurant and for the mot part people were nice but there was always a few that couldn't be pleased. On the nice side I used to have a guy come through my drive through almost every other day and we was on his way to visit him mom in the nursing home and he would have flowers for her and would always give me a flower and say I probably deserved because of all the rude customers.

 

[gbruenin]

So, the flip side of the raving mania. We just had a badly needed romantic overnighter at a casino hotel...nice dinner, champagne and strawberries in the room...you get the picture. Reached for the first strawberry, and they were moldy. When I called the front desk, all I asked was if they could send another order that wasn't moldy. I got 'Oh. Uh, yes, we should be able to do that.' 20 minutes or so later, a knock on the door, and the fresh replacements where there, with lots of apologies. No problem to me, situation solved, lots of thanks on my part. An hour later the phone rings, and it's the asst manager. More apologies, would we still be there in the morning? 'Sure' I respond. 'Well, We would like to send complimentary breakfast to you in the morning'. Polite exchange on the problem, and outstanding customer service to us. Guess who will get lots of repeat business from me and lots of good recommendations to others.

Someone here mentioned everyone should work a service role to know what it's like on the receiving side. I totally agree. You do get better results being polite.

 

[IWantMyMagicBand]

I've worked in hotels, supermarkets, car garages and most recently for one of the biggest computing companies in the world, BUT if it wasn't for the crap I endured in the service industry, I would not have got my job in the computing company. I even got an award from Mr G***s for my initiative!
I always think that with bad service, people will tell their friends 10 times over than talking to them about good service. I always make an effort. Even when complaining about Alejandro Fernandez, the most dangerous Magical Express driver, I commended Daphne from OKW, and all the staff in the embroidery dept in Main St. One of the lines I learned when dealing with problems was: "I have a problem and I hope you can help me, *situation* has made me feel *emotion* because I expected *expectation* but got *reality*. Is there any way you can help the situation?
And never ever expect anything, that way if you do get something, it's a bonus

 

[HouCuseChickie]

I work in a service related area at a large financial firm. While we do deal with some irate clients who have every right to be upset...i.e. something we did wrong; there are those clients who reach out to us who are just angry at the world. I'm grateful not to be on the inbound phones because the number of people who start out angry just out of sheer laziness, ignorance or a sense of entitlement is crazy. I'm not really at liberty to get into much of it, but we all do our best to maintain our composure and provide good service...still, you have to wonder how much better the service might be for some of these clients if they didn't shred everyone they spoke to for no reason.

 

[Sans Souci]

"vociferous in his displeasure" I like that. A very good description. Gotta wonder how anyone could be that crabby surrounded by dessert and fireworks.

Haha, that was by polite way of saying he was dropping F-bombs left, right and center.

I don't know if this guy (I refuse to call him a gentleman) knew that the tables were for eating and once the fireworks begin, you go over to the railings and everyone is in the "first row." And yeah, desserts and loads of space to watch fireworks--what's not to love?

I used to work at a Starbucks drive-thru that was next to a commuter rail station, I used to dread opening shift. I don't know how many times I heard "Thanks to you, I am going to miss my train." No, actually, it was the person two cars ahead of you who ordered a grande caramel macchiato at the speaker, but changed her mind to venti chocolatly chip frappucino at the window.

Don't even get me started on the list of known scammers and the car they drove that we kept just inside the window.

 

[SyracuseDisneyFan]

I work at a local library. For the most part, the customers are nice. However, there are some who mean and nasty for no good reason. I always think to myself, "What's your problem?".

 

[tare]

Give me a plain burger d***t!!!! Haha. I agree some people take it a little too far!!!!

 

[flynnibus]

True, but you can't get bad service from being a bad customer if the bad service comes first.

You'd be amazed how much people project...

... and her 'service' didn't stop with getting the wrong order.. but continued when she re-engaged the company. Albeit, in her miserable way.

What a miserable person... I mean she wanted to go in there and just berate people. If she was so single focused on her 'talking to corporate' - did she not see those signs you see in just about every fast food franchise where the manager and a direct number are listed? At least every McDonalds does this in plain sight.

And these managers do take those calls seriously.. the district managers actually follow up on cases like that if they are brought to their attention.

 

[lazyboy97o]

What I hate worst than an undeserving nasty customer is a boss who does not have your back. I had a string of bosses who would go on and on about our procedures and rules and how we were to stick to them no exceptions; then cave immediately over anything and everything, including when the customer was clearly in the wrong.

 

[HouCuseChickie]

What I hate worst than an undeserving nasty customer is a boss who does not have your back. I had a string of bosses who would go on and on about our procedures and rules and how we were to stick to them no exceptions; then cave immediately over anything and everything, including when the customer was clearly in the wrong.

One of my biggest pet peeves!!! You get verbally abused upholding policies you've been told are primarily inflexible just so they can swoop in and play hero by making an exception once the issues get escalated. And of course it teaches the customer that being nasty pays off.

 

[Sped2424]

While not directly Disney related, it is service industry related.

http://www.huffingtonpost.com/matt-walsh/bad-customer-service_b_3799574.html

As someone who works in customer service I cannot love this article more. Oh the times I have been yelled at because the extreme couponers ran us out of stock for an item and they "don't understand why yall don't have no more in the back" or better yet when a coupon they use isn't for their items and I have to politely say I can't accept it.

 

[Bob]

It's called karma. In the end it all comes back on these people who treat others so poorly.

 

[Megalodumb]

In the end it all comes back on these people who treat others so poorly.

In the storybooks & movies, this is certainly the truth. In real life, this is very far from it.

One of my close colleagues works at a children's hospital, and witnesses some of the sweetest, most innocent young people alive go through unimaginable hell-on-earth. Yet there are so many who treat others horrible in life, and they are riding high; receiving countless undeserved blessings & fortune. When you look at reality and see what's really going on out there, it is blatantly clear that karma is a no-show.

I just wish people could follow that basic principle of Do Onto Others As You Would Want Done Onto You. Not for self-centered reasons of reward or retribution, but because it's the right thing. It's not difficult. Just be nice.
Mistakes are going to happen, but like other posters in this thread have mentioned, it's how we bring them to the attention of an employee that separates us as customers & bad customers, and in most cases, impacts how the problem is resolved.

 

[s&k'smom]

Both my jobs are in customer service, and yeah sometimes mistakes happen but the way you are treated sometimes is beyond comprehension. Especially the entitlement generation, want something for nothing. My favorite is at the movie theatre and they complain about prices but still buy the items. They go on and on and on and on and treat us like garbage, and I can't even begin to tell you how many people I run into who complain just trying to get something for free, that is how they spend there days trying to get something by there complaining. My whole thought is it's not really smart to p**s off the person preparing your food.

 

[The Mom]

I try to remember to thank people for good service.

Over the years I've had problems with people showing up on time (or at all) for home repairs, renovations, etc. I once had some yard/deck/fence work done that went from a 2 weeks time estimate to 4 months.

But, another time I had a fountain installed, and they showed up exactly on time, did exactly what they had promised, and even took a more difficult through my yard in order to protect a flower bed.

I sent them a nice thank-you note to hang up on the wall.

 

[GoofGoof]

I work at a local library. For the most part, the customers are nice. However, there are some who mean and nasty for no good reason. I always think to myself, "What's your problem?".

So if people get mean and nasty at the library do they have to whisper their complaints to you. "Sorry sir, no loud talking in the library".

 

[GoofGoof]

A good read. I agree with the person who said everyone should have to work in some form of retail or customer service job. In my mind getting the ketchup on the burger wasn't bad customer service, it was a mistake. When the lady complained to the girl at the counter she got good customer service in response as they tried to rectify the situation. I'm sure this person had other issues going on that day and the burger set her over the edge (at least I hope), but you shouldn't take things out on some poor kid working at a fast food joint.

The moral of this story is don't try to customize a burger at McDonalds. My son said "I want a cheese burger with just ketchup, no pickles or mustard". I told him flat out no. The burger comes with pickles and mustard and you like both so either eat it that way or get chicken nuggets. He liked it once he tried it. Now I don't need to go through that song and dance.

 

[weird]

When ever I have an issue with products I purchase online, I would call up customer service for that online retailer for a fix of the issue. The customer reps usually apologize, some multiple times, and I would just tell them that it was not their fault. That basically the company made the mistake, not him/her. Most of the customer reps appreciated that I understand that it was not their fault personally. My thing has always been to not blame the people who are trying to help, if it really wasn't their fault.

On the other hand, I've been in situations in restaurants where it seems the server had a bad attitude. There have been times when my family and I would be seated in a restaurant, and the server would look at us and already have a bad attitude with us. Maybe they didn't like what we were wearing, or maybe they just didn't like the type of people we were. I even overheard one saying how she believed that we were going to be cheap on tips. Obviously we left a very poor tip for her since she gave us very poor service. To me it is pretty funny, as I am a very big tipper if I receive really good service.

I've been a cashier and customer service rep in the past, and have always tried to treat the customers right. But unfortunately, some customer service people, whether they are servers, cashiers, etc., are always looking for people who they think are going to be problem guests.

 

[The Empress Lilly]

What I hate worst than an undeserving nasty customer is a boss who does not have your back. I had a string of bosses who would go on and on about our procedures and rules and how we were to stick to them no exceptions; then cave immediately over anything and everything, including when the customer was clearly in the wrong.

What I hate are disloyal colleagues and bosses. The kind of colleagues who deal with agressive customers by siding with them against their colleague: '....well HE is the one responsible for ketchup. If it had been up to me, you'd have gotten your ketchup. After all, you paid for it. I don't make this sort of mistake. You are very right to demand what you paid for. Now why don't you correct your error and give the lady her ketchup'

Or a boss going in hiding. A manager is ultimately responsible for running a restaurant. The nearest manager ought to out of his own accord take over from their employees and deal with the angry bird customer. Because nothing says leadership and responsibility like hiding behind a $7.15/h employee.

 

[lazyboy97o]

What I hate are disloyal colleagues and bosses. The kind of colleagues who deal with agressive customers by siding with them against their colleague: '....well HE is the one responsible for ketchup. If it had been up to me, you'd have gotten your ketchup. After all, you paid for it. I don't make this sort of mistake. You are very right to demand what you paid for. Now why don't you correct your error and give the lady her ketchup'

My favorite variant of this is when the customer claims to have spoken to somebody else at a time when I was the only one to whom they would have spoken. Or, even better, the people who get really nasty because I do not have what they were promised and then we come to find out that while they did speak to somebody else, their issue is with an entirely different company.

Once working at a place that sold birthday party packages I spent 30 minutes running around, digging through everything, call our other location, etc. trying to find a record of a party booked for a family. During this time they're getting louder and nastier. Then they finally let the name of the place they called out and its not us or our other location, but our competitor in the next town over. Instead of apologizing, they demanded I still give them, for free, what they had purchased.