Bad customer service or just bad customers.

aileth

Unfortunately, more often than not, the computer does actually say no and there is absolutely nothing you can do about it, regardless of how much you want to help the customer.

subboy2

bluenoseam wrote: »

I would had I not worked in retail for so long and seen it happen to arguably 75% of all my colleagues on all levels - you can disbelieve all you want, but most people who have any experience in the field know it exists. (I admit that I probably attract the nutjobs because I probably have that "I like dealing with crazies" look, but lets be fair I'd much rather I dealt with normal, reasonable people all day!)

On the flip side of that, dunno if it's just me, but when I get a customer who's genuinely appreciative of your efforts to help them out it makes the day seem like a good one. Maybe a couple of times a week you get a customer who will say "thanks" and actually mean it and it brightens your day!

Good post, and spot on.

hollydays

It's because I've worked in such difficult jobs that I have learned if the customer is wrong , they are wrong.

As that puts you in the right, no need to get wound up.
Working on a shop isn't the most difficult stressful job ever y know .
There are jobs that involve much more stress than that, dealing with a lot more than a ranty shouty person.
In all walks of life there are rude people, no need to respond to or absorb their aggression.

MABLE

I had a temp job in a Contact Centre for a few months a few years ago and this organization were more concerned about AHT (average handling time of call) than customer service. There was I trying to give good customer service but got remanded on my call time. Another lady who had brilliant AHT but her customer service was poor and nothing was said.

With only some Contact Centres its mostly about stats and the customer comes second. Most of us in this centre were always thinking how quickly can we get the customer off the phone.

If I had to award a lazy trophy it would be to the team leaders who would run a mile rather than take a call.

HOWEVER I do stress there are some excellent centres out there and customer service to them is their priority over stats.

bluenoseam

hollydays wrote: »

Let's go back to the example commented on.
If I was walking through my workplace in the example quoted above, I would be sure my uniform was completely covered up, hiding tie for example, completely.i would not have my sandwiches openly in my hand. I'd put them
In a bag so I don't look like a member of staff who's just going or even just been.. For his her lunch .
If your uniform was completely covered how would anyone spot you were an employee.
If you walk through your shop with an open hoody on, is it any wonder the customers spot you.
If they know you and spot you , you politely direct them to another member of staff. It's not difficult. I'm sure well have a list of obscure random things customers have done,.

Of course it's annoying if you are trying to get to your break- the customer is not trying to deliberately annoy you, they just want serving..

If you find it hard to be polite, no ones forcing you to work there.

You missed the uniform part didn't you, so I'll clarify.

My current uniform consists of a t-shirt, hoodie & name badge, as it contains an outer jacket as it's currently 20+ degrees I opt for comfort to NOT wear a seperate jacket. Thus completely covering it up is NOT an option at current time. Would expect that to be more than obvious, although I suppose some people who live in cloud cuckoo land and don't believe that there are customers who are rockets may need that explaining.

There's also the fact it's not a case of the lunch being in open view, it's often in a bag - but that's beside the point. If you see someone carrying a bag with a food outlet's logo on it it's not outwith the realms of possibility that person is on lunch. I've also pointed out on multiple occasions I do point them to a member of staff, but also pointed out their "reasoning".

I don't have a problem with being polite, I'm not the one chastising someone holding their lunch for not serving people - while at work I'm generally considered incredibly polite.

hollydays

Cover up your uniform when you walk out for lunch. You don't need to wear the jacket for the whole day.
If that's impossible you'll just have to be firm with customers.
. That's the only way to eradicate the problem .

Money-Saving-King

hollydays wrote: »

It's because I've worked in such difficult jobs that I have learned if the customer is wrong

There are jobs that involve much more stress than that, dealing with a lot more than a ranty shouty person.

So then why are you refusing to believe what people have told you on here then in your earlier post?

You seem to be contradicting yourself, firstly you're refusing to believe some people behave in a certain way now you do, now you do and you have seen worse with first hand experience.

So which is it? Do you believe it or not?

hollydays

I'd like to hear the exact terrible experience relating to a person demanding to be served.

Money-Saving-King

hollydays wrote: »

I'd like to hear the exact terrible experience relating to a person demanding to be served.

Did you not read my experience of someone demanding my attention whilst off duty above?

He was wrong in so many ways I told him to put it in writing and I would not be dealing with his complaint there and then. I left in the end suggesting to my colleague to call the police if he gave any more abuse and did not leave. He wanted the girl in question sacked by myself on the spot. I told him it simply doesn't work like that and I would no longer deal with him and to write a complaint if he wants to.

bluenoseam

hollydays wrote: »

Cover up your uniform when you walk out for lunch. You don't need to wear the jacket for the whole day.
If that's impossible you'll just have to be firm with customers.
. That's the only way to eradicate the problem .

If I'm being firm I'm highly likely to be disciplined - I don't do shades of grey in that respects, I tell them POLITELY that the staff member will help them. Idiots will demand I serve them, reasonable people will accept my explaination, normal people have probably already spied the bag & assume I'm on break.

Perhaps you don't understand the theory of it being too warm to be bothered with a second jacket just to appease people who really should be locked in an institution. (And don't want to bother with the hassle of taking a bag to carry a jacket - not worth the extra hassle of a bag search for that!)