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Fight Back -- Or, The Decline Of Customer Service  
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Posted (7 years 11 months 2 weeks 12 hours ago) and read 2298 times:

I am not -- I repeat, not -- an angry old man. I'm not angry. And I'm not old. (Admittedly, I am a man.)

But I will be damned if I will put up with piss-poor customer service.

Just the other day, some idiot (in my humble opinion) told me that I should be "more polite" rather than intrude on the sanctity of a customer service desk. This was, however, after the clerk there had specifically offered, moments ago, to assist me, to which request I had demurred simply because she had had someone there whom she was helping. That customer having left, I, of course, accepted her invitation, only to be told that there were apparently a few people, seated in a non-linear fashion, who she told me were to be preferred.

I accepted her invitation, only to be told to piss off? What the hell?

Forget that.

Of course, I complained, and not just to her, but to the manager.

I brook no nonsense when it comes to customer disservice, and I would heartily suggest that others follow this example.

Customer service means just that -- service. We must all speak up for our rights as customers, or suffer the consequences.

[Edited 2006-12-16 23:52:39]

34 replies: All unread, showing first 25:
 
User currently offlineTZ757300 From United States of America, joined Aug 2005, 2873 posts, RR: 6
Reply 1, posted (7 years 11 months 2 weeks 12 hours ago) and read 2281 times:

I wholly agree with your statement. I repeatedly work with people at my job being a person that works restaurant banquets in the winter and work as a server in the summer. I have to deal with people all the time and service should most definitely come as a priority. If you pay no attention to a customer, they get mad, and in my case, tip from that customer will go down and I end up unhappy going home because I have such lousy income. I try to put my best foot forward when dealing with food patrons because I know that everyone can be quite picky when it come to what they eat. I just wish my co-workers would think about that some time in the future.


LETS GO MOUNTAINEERS!
User currently offlineAsstChiefMark From , joined Dec 1969, posts, RR:
Reply 2, posted (7 years 11 months 2 weeks 12 hours ago) and read 2280 times:

Quoting AerospaceFan (Thread starter):
And I'm not old.

You're old enough to be the father of 80% of the folks in CivAv. They'd think you're old.  Wink

Mark


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 3, posted (7 years 11 months 2 weeks 12 hours ago) and read 2277 times:

Yesterday, I went to a nice steakhouse and gave the server there a 21% tip -- because the service was OUTSTANDING!

I really like great service, and I reward it.

Crappy service, however, I despise, and I make my feelings known.

I'm glad we are in agreement!


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 4, posted (7 years 11 months 2 weeks 12 hours ago) and read 2278 times:

Quoting AsstChiefMark (Reply 2):
You're old enough to be the father of 80% of the folks in CivAv. They'd think you're old.  

Come to think of it, the fact that I recently had a birthday probably doesn't help my case....

:Sigh:

[Edited 2006-12-17 00:07:57]

User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 5, posted (7 years 11 months 2 weeks 12 hours ago) and read 2261 times:

Quoting AerospaceFan (Thread starter):
Just the other day, some idiot (in my humble opinion) told me that I should be "more polite" rather than intrude on the sanctity of a customer service desk. This was, however, after the clerk there had specifically offered, moments ago, to assist me, to which request I had demurred simply because she had had someone there whom she was helping. That customer having left, I, of course, accepted her invitation, only to be told that there were apparently a few people, seated in a non-linear fashion, who she told me were to be preferred.

Let me see if I understand.

An idiot was helping another customer, and you walked up to the desk for assistance, even though there were other people waiting in a non-linear fashion, who were in plain sight to you, and she told you to buzz off and wait your turn.

Moments later, she offered her assistance to you ahead of the non-linears, but when you accepted, she told you to buzz off again.

Did I get that right? Something seems to be missing in the retelling of this story.



International Homo of Mystery
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 6, posted (7 years 11 months 2 weeks 12 hours ago) and read 2259 times:

Quoting AeroWesty (Reply 5):
An idiot was helping another customer, and you walked up to the desk for assistance, even though there were other people waiting in a non-linear fashion, who were in plain sight to you, and she told you to buzz off and wait your turn.

No. I was there five minutes prior to that, waiting for some other customer service agent to help me after she told me to stand around like a moron as she waited for her supervisor to approve her transaction, from me, that she had already started processing.

[Edited 2006-12-17 00:16:16]

User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 7, posted (7 years 11 months 2 weeks 12 hours ago) and read 2247 times:

Quoting AerospaceFan (Reply 6):
No. I was there five minutes prior to that,

Five minutes prior to the non-linears? Or didn't you notice them?



International Homo of Mystery
User currently offlineBraybuddy From India, joined Aug 2004, 5793 posts, RR: 32
Reply 8, posted (7 years 11 months 2 weeks 12 hours ago) and read 2247 times:

The worst experience of customer service I've encountered recently was with an Iberia flight attendant. Three of us were sitting in the centre seats, and she was attending passengers on the opposite aisle to mine.

The attendant on my side was fine, and during the meal I asked for two bottles of wine and two beers, for me and one of my travelling companions. Our other companion was being served by the battleaxe on the other aisle.

After the meal and before settling down, we decided to have another drink. I got up and went to the galley right behind us. The battleaxe was clearing up. I asked for one beer and one wine. I don't know what she said as I don't speak Spanish, but by her demeanour and lack of interest in getting me the drink, I took it to be a definite "No". "Si", I said, asking for the same again in my limited Spanish. She paused, fixed me a glare, and while continuing to stare at me, opened one of the doors and took out a bottle of wine and a can of beer and thrust them into my hands.

Back at the seat I told my colleagues. The guy on her side, who wasn't going to have another drink suddenly changed his mind, and waited for her to come back up the aisle. As she passed he stopped her and asked her for another bottle of wine. "No", she said, "the bar is at the back", which was untrue: the galley was right behind us.

Of course he followed her and got the wine, reminding her that we were paying her wages. She wasn't impressed.

Anyone else any experience of Iberia? This wasn't our first experience of their poor "service". Their cabin crew would give Ryanair's a run for their money.


User currently offlineAirCop From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 11 months 2 weeks 12 hours ago) and read 2245 times:

Customer service is my #1 complaint when shopping, so much so that I purchase quite a bit online. I hate going into warehouse stores such as Home Depot and getting a blank look when you ask where something is located. Or at the cash register with two young adults instead of processing my transactions are to busy talking about the activities of last night. One store that I found always to have good customer service is Costco, then again the employees are treated well by the employer.

User currently offlineTPAnx From United States of America, joined Aug 2005, 1021 posts, RR: 0
Reply 10, posted (7 years 11 months 2 weeks 12 hours ago) and read 2245 times:

I agree with you..but there's a time and place. The person who didn't provide the proper level of service is not the person to confront. Complaining to her, in your example, probably did no good..talking to her manager may have.
I'll complain, but I'd prefer to reward good behavior. A case in point. We had dinner at the Lodge at Zion National Park (great margaritas and great food) One member of our tour group hadn't been feeling well, and our tour leader asked my wife and me to look after her at dinner. She made constant demands on our server..wanted ginger ale..soda crackers..her meal changed several times..then wanted it all to go. Through it all, he was pleasant and accomodating. He got a great tip from us...(nothing ! from her. )When I got home, I wrote a letter to his boss, explaining the situation, and how well he'd done. Got a letter back thanking me for the information..and saying that
the server would be rewarded. I hope he was...and well rewarded.
TPAnx



I read the news today..oh boy
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 11, posted (7 years 11 months 2 weeks 12 hours ago) and read 2241 times:

Quoting AeroWesty (Reply 7):
Five minutes prior to the non-linears? Or didn't you notice them?

Didn't notice them. I arrived ten minutes prior, was waited on five minutes afterward by the first CSR, and then this (second) CSR invited me over. Why the frickin' hell did she invite me over when she knew that there were these guys waiting for her to help THEM?


User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 12, posted (7 years 11 months 2 weeks 12 hours ago) and read 2235 times:

Quoting AerospaceFan (Reply 11):
Didn't notice them.

Aha! You waltzed right up to the customer service counter without scoping out the landscape to see if it was your right to be served next, eh? Tsk, tsk. How rude.

Quoting AerospaceFan (Reply 11):
Why the frickin' hell did she invite me over when she knew that there were these guys waiting for her to help THEM?

Perhaps you demurred too long, and she decided to go on to others who were ready to be helped.



International Homo of Mystery
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 13, posted (7 years 11 months 2 weeks 12 hours ago) and read 2228 times:

Quoting AeroWesty (Reply 12):
Quoting AerospaceFan (Reply 11):
Didn't notice them.

Aha! You waltzed right up to the customer service counter without scoping out the landscape to see if it was your right to be served next, eh? Tsk, tsk. How rude.

No. I was waited on by the first CSR, told to stand aside, and then the second CSR "offered" to help me. Then she told me to piss off.

Get it?


User currently offlineKay From France, joined Mar 2002, 1884 posts, RR: 3
Reply 14, posted (7 years 11 months 2 weeks 12 hours ago) and read 2228 times:

I agree. But in the US, you guys are really lucky re customer service.

In the north part of this continent, where all kind of harsh history has taken place, combined with an unkind weather, most people have an outer layer full of sh*t. Last example:

An operator at the ticket phone desk for trains is asking me whether I want a one-way or a two-way ticket. I only get one shot for the question and I didn't get it the first time. It was enough to hear the most irritating, annoying, full of anger and hatred tone I ever heard addressed to me in the last 15 years. Sure enough, I couldn't believe it and shouted at her a good 30 seconds about her unjustified tone. After that, it was the sweetest, clearest, quietest voice I heard in a while  Smile
All this to say that customer service doesn't necessarily exist around here.

However, people are really really nice. It's just the initial approach that might suck.


Kay


User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 15, posted (7 years 11 months 2 weeks 12 hours ago) and read 2225 times:

Quoting AerospaceFan (Reply 13):
Get it?

Oh I see now. Ah well, nothing to worry about. Maybe she picked up on your vibes that women are "broads" and took offense.  silly 



International Homo of Mystery
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 16, posted (7 years 11 months 2 weeks 12 hours ago) and read 2219 times:

Quoting AeroWesty (Reply 15):
Maybe she picked up on your vibes that women are "broads" and took offense.

Or chicks.

 Wink

She was actually more of a chick, but not one I'd date, if you know what I mean.


User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 17, posted (7 years 11 months 2 weeks 11 hours ago) and read 2210 times:

Quoting AerospaceFan (Reply 16):
She was actually more of a chick, but not one I'd date, if you know what I mean.

No, not really, but that's unimportant.

I've always believed that hospitality goes both ways. It's just as important to be respectful of those in the service industry as one expects in return from the server.



International Homo of Mystery
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 18, posted (7 years 11 months 2 weeks 11 hours ago) and read 2203 times:

Quoting AeroWesty (Reply 17):
I've always believed that hospitality goes both ways. It's just as important to be respectful of those in the service industry as one expects in return from the server.

Dude, I was, totally. Respectful, that is. I'm a really nice guy. (Until you, as a CSR, really piss me off.)

As befits someone who uses the term "demurred", as hereinabove set forth.  

By the way, some older lady was complaining about the service there at about the same time.

[Edited 2006-12-17 00:47:04]

User currently offlineTZ757300 From United States of America, joined Aug 2005, 2873 posts, RR: 6
Reply 19, posted (7 years 11 months 2 weeks 10 hours ago) and read 2177 times:

Quoting AeroWesty (Reply 17):

I've always believed that hospitality goes both ways. It's just as important to be respectful of those in the service industry as one expects in return from the server.

Thats fine and dandy, but in real life for most people, thats not even thought of. I'll be the most kind, caring employee to someone, but I often get harsh criticism and attitudes from customers. All I can do is keep the smile on my face going.



LETS GO MOUNTAINEERS!
User currently offlineAeroWesty From United States of America, joined Oct 2004, 20783 posts, RR: 62
Reply 20, posted (7 years 11 months 2 weeks 10 hours ago) and read 2173 times:

Quoting TZ757300 (Reply 19):
Thats fine and dandy, but in real life for most people, thats not even thought of. I'll be the most kind, caring employee to someone, but I often get harsh criticism and attitudes from customers.

Yes, I understand that. I see it all the time, sadly. Everyone has a bad day on both sides of the aisle, but it never hurts to hold up your end.

Quoting TZ757300 (Reply 19):
All I can do is keep the smile on my face going.

Excellent!  thumbsup 



International Homo of Mystery
User currently offlineLTBEWR From United States of America, joined Jan 2004, 13169 posts, RR: 15
Reply 21, posted (7 years 11 months 2 weeks 8 hours ago) and read 2143 times:

I would agree that the poor pay in most retail, the lack of professionalism of most employees in part due to that and poor life teachings and so on has led to a decline in customer service in many places.
If you feel you had bad customer service, if was on an airline, a store or other type of business or service, complain in the appropriate way and degree. You can complain to their supervisor, write a snail mail letter or e-mail to the company website, call their customer service phone number (in the USA, often a toll-free number), not or poorly tip (in a USA restaurant). You can also directly speak to them right then in a firm and calm tone and manner of their improper behavior or to direct their attention to you.
I would also add that when you experience exceptional customer service, that you use similar methods of commenting, better tipping or telling them right then of their good service.


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 22, posted (7 years 11 months 2 weeks 6 hours ago) and read 2122 times:

I concur that, as a practical matter, people have to treat customer service representatives with decency in order to receive it. I would add that in the case mentioned above, I was nothing less than truly gentlemanly -- until I was crossed by that utterly unwarranted and unnecessary "more polite" comment. Even then, I didn't raise my voice, but only told her that this was not the way to treat a customer. I then calmly spoke with one of her supervisors.

User currently offlineCopaair737 From , joined Dec 1969, posts, RR:
Reply 23, posted (7 years 11 months 2 weeks 3 hours ago) and read 2098 times:

It's hard to provide good customer service when 99% of the people you deal with are demanding assholes.
Granted, there are some good people here and there, but the majority of people you deal with in a customer service job are just pricks who get off on treating the CSR like a lower person.

-Copa


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 24, posted (7 years 11 months 2 weeks 2 hours ago) and read 2083 times:

Quoting Copaair737 (Reply 23):
Granted, there are some good people here and there, but the majority of people you deal with in a customer service job are just pricks who get off on treating the CSR like a lower person.

Anyone who treats others with such disrespect shouldn't expect much in return, in my view.


25 Copaair737 : Bingo. I think that a person that treats the desk clerk, or whatever it may be, in a nice, friendly manner, will get the same treatment back. If you
26 BHXFAOTIPYYC : How long have you got? I'm a travel agent, and we're only in business because of the service we provide our customers. It is amazing how often airlin
27 A332 : Although I have been a victim of bad customer service on many occassions living here in Calgary where there are no service industry workers to be foun
28 Goldenshield : One of the few places in southern Utah that actually serves alcohol. Of course, the places near Zion do their damndest to keep the tourist dollar, so
29 AerospaceFan : That's an awful shame! I guess, in that case, I'm part of the small minority that treats service workers well. I'm a confirmed overtipper, as I see i
30 Copaair737 : Well, Aerospace, then you'd probably get treated well by me if you came into some place I worked at. If the person I deal with is friendly, and tips
31 Post contains images Gunsontheroof : Let's see you memorize the location of every single fitting, lubricant, screw It's pretty clear that a lot of you have never worked retail before.
32 Post contains links Itsjustme : So far, the two worst customer service experiences I have encountered are Time Warner Cable and Dell Computer Tech Support. Speaking of Time Warner, a
33 Aa757first : What store were you at? Its unreasonable to expect amazing customer service at a discount store. Otherwise, at Nordstrom's, you have the right to expe
34 AerospaceFan : It was a setting that, by laws of equivalence, wasn't quite as nice as Nordstrom's, but nicer than Sears, let's just say.
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