Do the people who call into my place of business even realize that I could be a potential customer before they rip into me and say the shit they do? Does it even occur to them as Business owners, that they should treat people with respect regardless of their anger? As a customer service representative I am trained to allow comments to roll off like water off a ducks back. But there is only so much rudeness a person can take before they want to scream into the phone to FUCK OFF.
Today, I spoke with a lady who worked for Ken's Restaurant in Chicago, IL - She was by far the worst person I have spoken with in a long time, trying to use her management position at a restaurant get to me. And quite frankly it worked. She was charged, but the person that my company spoke with was not an authorized party so I canceled the account and issued the credits for the charges she received. She then demanded that she hear the tape of the conversation between an employee of hers and my company, of which I complied. She then proceeded to tell me that I, and my company was single handily responsible for the firing of said employee.
This was the straw that broke the camels back. I was irritated before because she wanted my assistance but wouldn't let me explain. Do not call me asking me questions and then not allow me to answer. And second, regardless of your anger, you do not blame me for you taking this out on your employee because you're an ass. Especially considering what I did for you. I did NOT have to give you your money back, legally, I do not have to do shit, however, as a customer service representative I have the compassion and understanding that sometimes a rep, who is not me may not speak clear enough for a person to understand what is being said. And that the person taking the call does not have the sense to ask them to slow down or repeat what they have said. And furthermore, this was after I have expressed that it was just a misunderstanding and I had apologized for the problem. Did you not get that I also resolved your issue? To me, this just makes you a vindictive ass hole on a power trip and as a potential customer I am completely turned off by your attitude. On a consumer side, I would be disturbed to have you be the person providing a service. And yes, I could be a potential customer, as she does not know where I live.
It's the kind of situation that makes me want to walk into the business and speak to the person in person and say."I was going to dine here but after a very unpleasant experience, I think I'd rather have my retinas torn out through my esophagus." Businesses rely on word of mouth and right now, my word of mouth would not be helping you very much.
The second thing I hate is when people call me and I will inform them of the contact and they will inform me that I am wrong and that this person would NEVER do what they have done. This irritates me to no end, do not speak for other people. That is a big pet peeve of mine. When people go off saying "Oh So-and-So would never do that..." and then I play the recording where So and so is CLEARLY doing what they would NEVER do. It makes me want to punch the person in the face and say HAH! Fuck you. Get over your ego and accept that it happened, I'm not making you responsible for the fucking charge or if there is no charge, I AM going to cancel the account, so just get the fuck over it and give me a chance to explain how I am going to assist you after I give you the information on WHY you got a letter/charge. Because, I will assist you.
My policy is to make the customer happy and that means doing whatever it takes and issuing as much credit as humanly possible. If you see 8 months of charges you will get 8 months of credit back from me. I'm in it for you. But do not question my morals and business practices because you're pissed off. When these people question my business practices, I have to question theirs. I have a list of places I will never go and never use because I base my opinions solely on the customer service that is provided.
Remember, being nice gets you further, being a dick head, gets you put on hold so I can file my nails, but first I have to run to the store to buy the nail file. Enjoy that hold time.
No comments:
Post a Comment