AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 7:44 am

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]
What's fair is fair.
 
tz757300
Posts: 2725
Joined: Mon Aug 08, 2005 6:21 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 7:57 am

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!
 
AsstChiefMark
Posts: 10465
Joined: Thu Feb 05, 2004 2:14 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 7:59 am

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
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:00 am

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!
What's fair is fair.
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:01 am

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]
What's fair is fair.
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:11 am

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
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:13 am

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]
What's fair is fair.
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:18 am

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 avatar
Braybuddy
Posts: 5866
Joined: Fri Aug 20, 2004 8:14 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:18 am

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.
 
AirCop
Posts: 5553
Joined: Mon Nov 28, 2005 2:39 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:21 am

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.
 
TPAnx
Posts: 1007
Joined: Sun Aug 07, 2005 4:53 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:21 am

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
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:23 am

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?
What's fair is fair.
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:27 am

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
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:28 am

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?
What's fair is fair.
 
Kay
Posts: 1797
Joined: Fri Mar 01, 2002 3:41 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:29 am

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
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:31 am

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
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:32 am

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.
What's fair is fair.
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:39 am

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
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:45 am

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]
What's fair is fair.
 
tz757300
Posts: 2725
Joined: Mon Aug 08, 2005 6:21 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 9:52 am

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!
 
AeroWesty
Posts: 19551
Joined: Sat Oct 30, 2004 7:37 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 9:58 am

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
 
ltbewr
Posts: 12391
Joined: Thu Jan 29, 2004 1:24 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 12:30 pm

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.
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 2:23 pm

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.
What's fair is fair.
 
copaair737
Posts: 3571
Joined: Sat Aug 30, 2003 5:00 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 4:43 pm

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
Livin' on Reds, Vitamin C, and Cocaine
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 6:28 pm

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.
What's fair is fair.
 
copaair737
Posts: 3571
Joined: Sat Aug 30, 2003 5:00 am

RE: Fight Back -- Or, The Decline Of Customer Service

Sun Dec 17, 2006 8:37 pm

Quoting AerospaceFan (Reply 24):
Anyone who treats others with such disrespect shouldn't expect much in return, in my view.

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 go into a joint and act like a stanud, chances are, you're going to get treated as such.

-Copa
Livin' on Reds, Vitamin C, and Cocaine
 
BHXFAOTIPYYC
Posts: 1442
Joined: Sat Jun 25, 2005 5:47 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:14 am

Quoting Braybuddy (Reply 8):
Anyone else any experience of Iberia?

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 airlines drop the ball. It's the little things like not saying "we're sorry things didn't go as planned" instead of "it's not my fault, what am I supposed to do about it." Or, if a flight is late, and pax have to go searching for airline staff to assist them.

Customer service has improved 10 fold in Portugal over the last decade, but some State employees really need to be replaced. Last week I had to go to the vehicle registration office. Got there at around 9.20, (they open at 9), pulled a ticket - only 3 people in front of me, but only one woman dealing with vehicles that day. It still managed to take her just over an hour to handle 2 people. Then it's my turn. She gets up, pushes her chair in, and walks off. It's coffee time. So I went to one of the other desks, and was told to go back to the vehicles desk. Silly b*tch never did reappear, so after another 20 minutes of me looking at the wall, and shortly about to become not responsible for my actions, one of the other comes over and serves me. 3 minutes later I was out of there.
Breakfast in BHX, lunch in FAO, dinner in TIP, baggage in YYC.
 
A332
Posts: 1421
Joined: Wed Feb 02, 2005 3:58 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:35 am

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 found, I also can see the other side as well.

People who work in restaurants, bars, banks, retail stores, and other such customer-facing businesses get treated like absolute crap by the vast majority of the people they serve. The notion of "customer is always right" has basically given the public an excuse to abuse service staff and extort unreasonable compensation when they feel they've been "wronged"...

It's all give and take... be friendly and 99% of the time you get it in return.
Bad spellers of the world... UNTIE!
 
Goldenshield
Posts: 5005
Joined: Sun Jan 14, 2001 3:45 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:35 am

Quoting TPAnx (Reply 10):
We had dinner at the Lodge at Zion National Park (great margaritas and great food)

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 they do all they can to keep the their liquor license—and income.
Two all beef patties, special sauce, lettuce, cheese, pickles, onions on a sesame seed bun.
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 2:02 am

Quoting A332 (Reply 27):
People who work in restaurants, bars, banks, retail stores, and other such customer-facing businesses get treated like absolute crap by the vast majority of the people they serve.

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 it, and I am invariably polite to people (unless they've been idiots or jerks).
What's fair is fair.
 
copaair737
Posts: 3571
Joined: Sat Aug 30, 2003 5:00 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 6:00 am

Quoting AerospaceFan (Reply 29):

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 it, and I am invariably polite to people (unless they've been idiots or jerks).

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 well, then I treat them well. Likewise, if I deal with a stanud, then they are treated as such.

-Copa
Livin' on Reds, Vitamin C, and Cocaine
 
gunsontheroof
Posts: 3226
Joined: Wed Jan 04, 2006 8:30 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:19 pm

Let's see you memorize the location of every single fitting, lubricant, screw

Quoting Copaair737 (Reply 23):
It's hard to provide good customer service when 99% of the people you deal with are demanding assholes.

 checkmark 

It's pretty clear that a lot of you have never worked retail before.
 
itsjustme
Posts: 2727
Joined: Sun Apr 25, 2004 6:58 pm

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:36 pm

So far, the two worst customer service experiences I have encountered are Time Warner Cable and Dell Computer Tech Support.

Speaking of Time Warner, anyone who is considering using them, I highly suggest you do some reading up at www.dslreports.com prior to making the final decision. Had I done my homework, I would not have changed to their Road Runner Internet from ATT DSL. At least not this early after their take over of Adelphia Cable. I started their service on 12/11 and I have not had a continuous 24 hours of uninterrupted Internet service yet. Each time I've called their CS I've had a minimum wait of 45 minutes on hold. When I finally do get a real person, they're pretty much useless. The last time I called, it took 93 minutes to reach someone and when I complained about the lengthy wait, I was told quite matter-of-factly that, since their take over of Comcast and Adelphia, waits of over an hour for a CS rep are not uncommon. There wasn't even a hint of an apology. All I hear is things will improve after the first of the year, once their migrating is complete. We'll see...
 
aa757first
Posts: 3140
Joined: Sun Aug 03, 2003 11:40 am

RE: Fight Back -- Or, The Decline Of Customer Service

Mon Dec 18, 2006 1:55 pm

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 expect excellent service.

AAndrew
 
AerospaceFan
Topic Author
Posts: 6990
Joined: Thu Dec 22, 2005 1:43 am

RE: Fight Back -- Or, The Decline Of Customer Service

Tue Dec 19, 2006 5:59 am

Quoting Aa757first (Reply 33):
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 expect excellent service.

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.
What's fair is fair.

Who is online

Users browsing this forum: Baidu [Spider], DocLightning, MaverickM11, PacificBeach88, USPIT10L and 9 guests