The Nerve Of Some People! - Page 5

pam · #41 (**permalink**) 09-19-2008, 12:13 PM

I wish I could be more like that. You are an inspiration. Usually I get caught up in the moment..I would have walked out even after spending all the time...and then would have gotten mad at myself for letting someone get to me.

pushka · #42 (**permalink**) 09-19-2008, 01:08 PM

Thanks for all the replies to my request for a comparison list..sorry I took the thread slightly off topic there Strawberry, thanks for your comments about my posts in general

I used to work for British Telecom when I was 17, it was just a training job for 6 months but we were taught all the rules of having a telephone manner and whatnot. I later worked for 5 years as a telephone enquiry clerk. Some of the customers were not at all pleasant while you were either taking their order or dealing with an enquiry on their account.

I once got a bloke on the line who sounded french, he kept insisting that the catalogue company ought to have placed Summer clothing etc. in the Spring/Summer catalogue, and Winter clothing etc. in the Autumn/Winter catalogue...I tried to explain to him that the catalogues were produced before the season so that you could purchase items in time for the season, but he just kept on arguing his point over and over again, he also criticised the quality of the goods and anything else he could think of. We were only supposed to spend a couple of minutes per telephone call, and it was all monitored by computers, so I was under pressure to end the call, I managed to do so eventually and kept my cool with the customer, but afterwards I was shaking so badly that I had to go to the rest area for a break! Fortunately those kinds of calls were few and far between, if customers had a valid complaint against the company, or were struggling with payments etc. I always made time for them to explain the situation fully, I was complimented too, lots of times which made me feel like the extra effort was worthwhile...

Lbybug · #43 (**permalink**) 09-19-2008, 05:25 PM

i would just like to say....i know that none of my customers come to this board (at least i'm pretty sure they don't), but i'd like to say they were amazing today. and their patience was wonderful. we were running off just one til because our other one got fried in a power outage, and the girl i was working with has only had 4 days of til experience. so the wait in line was anywhere from 1-8 minutes. and they were all patient and understanding. somedays i love those guys

SisterofJared · #44 (**permalink**) 09-19-2008, 05:43 PM

I am torn between two opinions....

First I feel that you have a right to expect friendly service. And possibly you might want to complain to the manager.

But then I think maybe her dog died that day, or her husband walked out on her... maybe something pretty stinky is going on in her life.... and we all behave badly sometimes. I would probably want to say something that will encourage her.... like "You seem to be down today, having a rough day?" and then start bagging the beads and smiling and chatting, and who knows, maybe you can make her day better, and maybe kindness can help her so the next customer gets a smile from her and better service.

It's not really our job to make someone give good service-- thy should do that on their own, but at the same time, we're all human, most of us are subject to our grumpy times, and depending on how bad it is, some people may really react to personal things going on in their lives. And everyone has to make a buck, I would hate to complain to a manger and someone get fired and their world get even worse. How much better for all if I turn on a sunny disposition and help them overcome their gloom.

BTW, Strawberry, I love how you told this story... lots of humor in there. Isn't it interesting to see the different reactions of the people all providing the same service.... yet so differently!

Sister of Jared

Lbybug · #45 (**permalink**) 09-19-2008, 05:50 PM

there is a difference between having a bad day and giving bad customer service. i worked the day after i found out my grandpa died. i worked every day until, and including, the day of the funeral. i did not let that affect my customer service. sure, i may have seemed down and not smiled as much, but you can tell the difference between someone who is having a bad day and someone who just does NOT want to be at their job. and if something that drastic happened, that a dog died, or a husband walked out on her, or whatever call in sick. i know i would.