Rudeness

superscaper

uktim29 wrote: »

I was amazed to come back into work after xmas and have the person who did that shift tell me they actually had people have a go at them that the main site was closed. Not in a joking way but actually shout, it was xmas day !!!!!!!!!! Thats what I hate about this country and some of the people in it, they are so selfish it's and up their own !!! it's beyond belief.

I know, it definitely goes both ways. I once worked in a bingo hall and was giving out change and one customer told a line manager that I'd stolen money off her. She claimed she'd given me a twenty and I'd only exchanged it with a tenner in change. We're all given a set amount of 100 quid change and I still had £100 and wasn't £10 up so in other words I must have pocketed the extra 10 quid. I was sure she hadn't handed over a tenner and I knew for certain I hadn't pocketed anything but she was absolutely adamant that it was impossible for her to have given me a tenner since she "only left the house with 20s". For about one horrible hour I thought I was in serious trouble until the woman suddenly remembered that she'd bought something on the way and did have a tenner. Didn't really apologise for it either. But for that period of time there was no way she could have been wrong and that being an employee automatically made me an untrustworthy thief!

In the same place I was asked by customers to do something about it being too cold and it being too hot (two customers within 10 minutes of each other). Also asked to turn off the air conditioning because "it's blowing right at my head" I told them it couldn't be turned off individually so I got a rant about the air conditioning as if it was my personal fault for the design and infrastructure of the air conditioning for the entire building. This was just a summer job and all I did was give out change and check winning bingo numbers. But simply being there and working for the company makes you in some customers' eyes the sole person personally responsible for everything.

catlover1_2

Quaint1 wrote: »

I'd say because he was there for an appointment, he might be expected to devote his attention to the potential customer he was there to meet and not to the 'phone - presumably the 'phone has voice mail so he could pick up his message afterwards.
Au Res.,
Paul

Hi,

Ok I can see your point but what he did was not rude, and I would expect my sales staff to do the following :

.. to say to the customer a "do you mind if I just take this call "and take the call is perfectly acceptable .... and the polite thing to do .. or "sorry I have to take this", then answer the phone. Not ignore the phone or turn it off

xx

uktim29

Quaint1 wrote: »

I'd say because he was there for an appointment, he might be expected to devote his attention to the potential customer he was there to meet and not to the 'phone - presumably the 'phone has voice mail so he could pick up his message afterwards.
Au Res.,
Paul

If you read a lot on here how many people who are customers to a rep are actually happy with their call going to answer phone?

I don't know how people miss this? Maybe it's because I have a lot of experience with what the public are like. It's as if to some people they think other are happy waiting, having people not answer their calls, they're not, they complain just as much as well. The bloke in a no win situation, which ever option he choose it would have made someone unhappy.

The person he was seeing will say "he should have devoted his attention to me". But from saying this you can gaurentee this person will also complain if they want to phone up later and can't get hold of the bloke because his phones been on answer phone!

Society today seems to be missing a level of tolerance that would it really put some ones nose out of joint to have? This is exactly they hypocrisy of people who think that someone working in customer service just trying to do their job is being rude to them.

iceicebaby

he also insisted he wanted my partner to be there when he called back even though I told him several times that I am dealing with the kitchen. Obviously he thinks fella holds the purse strings!![/quote]


This REALLY winds me up. I was getting quotes for double glazing. One particular national double glazing company turned up here at the alloted time and then said to me "so are we waiting for Mr XXXX to come in then?" I said that no I was dealing with the purchase. So he went through the sales speil and then at the end he said "I really think I should speak to Mr XXXX also"

Now at the time I was Mrs XXXXX as I was legally married but was seperated so MrXXXXX did not even live here!

He kept going on and on about checking with Mr XXXXXXX, in the end I told him that I was a widow (ooops! naughty)

yeslek

LuciferTDark wrote: »

Yes it's true customer Services people are obsessed with targets & scripts, they have to be as it's a requirement of keeping their job. I worked in customer services for a while & got a serious roasting for not sticking to the stupid scripts.

i worked at argos for 3 years and it was all about call manner, personalisation, taking so many calls an hour and not leaving people waiting in a que too long.
now, its the same sorta job but there are no quotas to fill. just faults to resovle and each fault is dealt with on an individual basis

that said, it is a smaller company and the call quality isnt great (its ok but theres room for improvment)

i think a combination of the two would be perfect

matimage

catlover1 wrote: »

Sorry not really sure what your problem is here how was the person rude??? my receptionist is told to acknowlege the person waiting ... e.g I'll be with you in a minute then answer the phone ... to ignore/ pretend the person deosn't exist would be rude but not to answer the phone ... and to expect the rep to turn his phone off ... what , why how is it better manners to ignore the phone ?????? Why on earth would he turn his phone off ...

The telephone IS the rudest invention in the world. Briiing Briiing (answer me), briiing briiing (answer me now!).
You are expected to drop everything and respond to it! You wouldn't put up with someone interupting you while speaking to a customer in person so why should being on the end of the phone be any different?

naughty_10382

iceicebaby wrote: »

This REALLY winds me up. I was getting quotes for double glazing. One particular national double glazing company turned up here at the alloted time and then said to me "so are we waiting for Mr XXXX to come in then?" I said that no I was dealing with the purchase. So he went through the sales speil and then at the end he said "I really think I should speak to Mr XXXX also"

Now at the time I was Mrs XXXXX as I was legally married but was seperated so MrXXXXX did not even live here!

He kept going on and on about checking with Mr XXXXXXX, in the end I told him that I was a widow (ooops! naughty)

Obviously only a man is qualified to approve double glazing :rolleyes:

taxi97w

matimage wrote:

You are expected to drop everything and respond to it! You wouldn't put up with someone interupting you while speaking to a customer in person so why should being on the end of the phone be any different?

Because the person on the phone can't see that you are attending to someone else.
Maybe if you had one of those phone messages saying 'you are in a queue, we will deal with you as soon as possible'- that might suit both sides.

matimage

Nope, disagree. If I am talking to a salesperson about a (in this case large) purchase I want their undivided attention. Salesperson should have turned phone off.

uktim29

matimage wrote: »

Nope, disagree. If I am talking to a salesperson about a (in this case large) purchase I want their undivided attention. Salesperson should have turned phone off.

The customer he saw 1 hour ago whos got a question will want it turned on. It's a no win situation, especially when people think they should have someones undivided attention. If they want undivided attention then no doubt they'll expect their calls to be answered and not go to answer phone as well. But people can't see pass their own noses to see this.

As long as they're all right it's fine, sod anyone else, sod the poor bloke whos got 5 people all wanting to speak to him who if they are anything like the person who wants their undivided attention will want to be spoken to now, but thats just selfishness.