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Aug. 13th, 2002

let's play an interactive game, shall we?

question of the day, for those who have worked in customer service of any kind:

WHILE WORKING IN CUSTOMER SERVICE, WHAT WERE YOUR PET PEEVES?!?

my answers:

#1) being treated like i have an i.q. of a dead fish.

#2) people that constantly ask questions, and then interrupt you with another question before you get 4 words into the answer for the first question, and get irate because you haven't ANSWERED their questions.

#3) people that INSIST that THEY are your ONLY customer on the face of the planet, regardless as to the fact that you're chained to a headset in a call center that handles all American AND Canadian members.

I spoke to a lady this morning who called, interrupted me constantly, said she had been trying to get a hold of me for WEEEKS upon WEEEEKS (it had been two bleeping days), and please fax her blahdeeblah.

there were 3 of us here, in a department that normally has 12 people. naturally, i got stuck on the phone.

10 min. later, i'm paged to call the operator. it's Ros, and she's upset that she had to walk all the way down a hallway to wait for my fax, and where the hell was it? NATURALLY, any response i tried to give was constantly interrupted with how she was inconvenienced.

i'm wondering why i've been in customer service for *counts...* 11 years?!? gah! and the customers haven't improved from the ones i serviced at wendy's 11 years ago, although these customers are generally shelling out thousands, whereas wendys would be shocking if they broke $10.

anyhoo. i got distracted *ends rant*

now, YOU share YOUR customer service pet peeves. i know you have some.

Comments

( 23 comments — Leave a comment )
chasing
Aug. 13th, 2002 10:27 am (UTC)
my pet peeve was when we had to bend over for customers who were not only in the wrong, but were actively trying to manipulate the system. for example: a customer who damaged merchandise themselves in order to get a discount. also, once a customer put a post-it note on a book himself, with a lower price written on it, and then tried to use that as proof that the "manager meant for it to be repriced to this new price". and the manager let him get away with it.

mainly though my biggest pet peeve was when we followed the letter of the law exactly, doing precisely what we'd be trained to do (as in "i'm sorry ma'am, i'd love to be able to help you, but i'm afraid what you're asking for is strictly against company policy"), but when they had us get someone higher up the managers undermined us and did as the cupan
aubkabob
Aug. 13th, 2002 12:21 pm (UTC)
Re:
ooooh, i HAAATE that, to where you look like you're the idiot.

kinda like the good cop/bad cop clause...
imnotbob
Aug. 13th, 2002 11:04 am (UTC)
Wow, long comment...
You worked at Wendys also? HAHAHA Hasnt got any better here either.

My number one annoyance is that I have a job because people Can Not Read Directions. The very cause of my frustration is the reason this job exists. My life is full of this kind of irony.

Number two is people who don't pay attention..

Setting: A food booth at a ren faire. At the time we sold Four items, Ribs, Cornish Game Hens, Roasted Garlic and Steamed Vegetables. That's it. Nothing else. The menu had precisely Four items on it. No drinks listed. None.
We had a line of approximately 4-5 people.

Customer #1 "I want ribs and a coke"

Me "I'm sorry sir, we don't have any drinks" *points down the street* "but you can get one right over there."

Customer #1 "You don't have coke?"

Me "No sir, we don't have any drinks at all, but you can get one from that ale stand right over there"

Customer #1, looking confused "How about Pepsi?"

Me "No drinks at all here, but you can get a drink right over there" *points again*

Customer #1, mystified "You don't have any drinks?"

Me: "No"

He goes to get his drink..

Customer #2 (who was present the whole time) asks seriously "Can I get a coke?"
aubkabob
Aug. 13th, 2002 12:42 pm (UTC)
Re: Wow, long comment...
*deeeeeep breath*

whew.

*nods emphatically* i fulfill cruise and resort certificates, and, on the back, under terms and conditions number one, states clearly "in order to confirm your vacation, please send in your ORIGINAL (original is in bold, btw) certificate, no less than 60 days prior to the desired time of departure. For limited sail dates."

without fail, daily, i get calls "hi. i have this cert here. i would like to go on a cruise (insert the most freaking expensive sold out booking possible here) in a week and a half." "first, sir, have you sent in your original certificate?" "why the hell would i do that?!?"

*deeep breath*

i would love people to hear the arguments, er, i mean conversations, i have daily.
imnotbob
Aug. 13th, 2002 01:20 pm (UTC)
Re: Wow, long comment...
That's ok, I really don't want to hear them..really...

I was testing for a job a while ago (didn't get it, hiring freeze) and in the testing room they had a huge cardboard example of how to fill out the form. They then told everyone step by step how to fill it out. Very simple, precise instructions..like, 'Put your name, where it says name"
I would say at least 1/4 if not more of the people there couldn't figure out how to fill it out.
:P
aubkabob
Aug. 13th, 2002 02:23 pm (UTC)
Re: Wow, long comment...
it's amazing how people are able to get through their daily routines w/o idiotic instructions..

and then STILL can't get through half of them.
imnotbob
Aug. 13th, 2002 02:38 pm (UTC)
Re: Wow, long comment...
Still, its people like this that make being above average an easy job. I would hate to have to work at it ;)
aubkabob
Aug. 13th, 2002 02:40 pm (UTC)
Re: Wow, long comment...
yeah, i've been working here 3 years now... i can do it with my eyes closed.
sarastro_us
Aug. 13th, 2002 11:06 am (UTC)
I used to work retail at a large office supply chain store, and I couldnt stand the way the customers rodgered us. But now, I work at a large university library in the rare book division, so if patrons get a little too uppity, we can always hit them with the argument that "our first concern it to protect the materials". HAH! I love using that argument, 'cause it always works.
aubkabob
Aug. 13th, 2002 12:44 pm (UTC)
Re:
mwa ha ha!

my favorite line is "i don't make the rules, sir, i didn't sell you your package, this is just the fulfillment center, we just fulfill whatever it is that YOU purchased from THEM."

my favorite was a lady that ripped me a new one because she had given $2200 in cash to a resort we're not even affiliated with to join up with a program we didn't run... when she went back, the booth was gone..

BUYER BEWARE! *enter heinous cackle*
(Deleted comment)
aubkabob
Aug. 13th, 2002 12:46 pm (UTC)
Re:
yup.

i also hate it when customers think that throwing temper tantrums will cause me to service them better, and more quickly.

WRONG-O.

gingerdc9
Aug. 13th, 2002 12:46 pm (UTC)
I used to be a legal secretary and have to answer phones. The number ONE thing that drove me insane was when people who would "How long will he be?" to my saying that the lawyer was on the phone.

You don't know how tempted I was to say, "Well, my crystal ball is on the fritz today or I'd tell ya."

IDIOTS.
aubkabob
Aug. 13th, 2002 02:11 pm (UTC)
Re:
*nod*

my job before here was as a receptionist at a law firm.

a WAY overbooked lawfirm.
thomsirveaux
Aug. 13th, 2002 01:55 pm (UTC)
*nods*

What you said, with one addition - people who try to tell you how to do your job. It often takes every fiber of my being to hold my tongue.

And yeah, what the others have said as well. I've experienced 'em all.
aubkabob
Aug. 13th, 2002 02:27 pm (UTC)
Re:
oooooh hoo hooo hooo...i haaaate that.
stillthinking
Aug. 13th, 2002 01:55 pm (UTC)
My peeve is when they start slandering you... I had a guy who left me a message, "(speaking very slowly) My naaame is Steeeeve.. Do yooouuu understaand?" Or the guy who said "you guys are the worst run school district I've ever seen.." I was just about to say, "sir, next time there is a tax increase on the ballott, please vote yes, so we can have more money and run this place better..".. and that after our school district has been receiving distinguished awards year after year in California..
aubkabob
Aug. 13th, 2002 02:27 pm (UTC)
Re:
hee.

i actually had a lady yell at me,and tell me that the company obviously hired me to sabotage her.
ilikethings
Aug. 13th, 2002 09:01 pm (UTC)
oh boy
definitly agree with having the i.q. of a dead fish.
aubkabob
Aug. 14th, 2002 08:37 am (UTC)
Re: oh boy
lol - with me having an iq of a dead fish?

tee hee.
ilikethings
Aug. 14th, 2002 08:49 am (UTC)
Re: oh boy
yes...i mean! no, the customer thinking you have the i.q of a dead fish. i use to be a receptionist, and this lady called me up kinda angry and gave me a message that was somewhat important, and in a bitchy tone said "do you think you can remember that?"
no, i have have an i.q. bellow 70, thats why
they gave me this job!
aubkabob
Aug. 14th, 2002 09:13 am (UTC)
Re: oh boy
lmao!!!

eeeeww... those people...
(Deleted comment)
aubkabob
Aug. 14th, 2002 08:43 am (UTC)
Re:
*solemn nod*
( 23 comments — Leave a comment )

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