Why is it that when one thing goes wrong on my job my customers have to start in with " im going to go to the BBB." Sorry hun I tried to do what you asked but its not in my control. I am CS not the president of the USA. Just because I am not Johnny on the spot because 4 other people contacted me before you did, and I am trying to fix their problems doesn't mean I am not trying to get to you as fast as I can. Just because you didnt read the terms and conditions before you made your purchase doesnt mean that is my fault. Yeah my job states I have to be nice but I am not bowing down and kissing anyones ...
Well that was interesting... I think for the first time EVER, a customer made me mad and not my superiors. Sorry about the vent girls but how many of you pull out this card just to get what you want. Because from CS side I would NEVER do this because the company couldn't do something but still offered me another form of reimbersment of some sort.
I give options. I always give options! READ PEOPLE!!!! ok im done
ETA- Dawn that's the thing its not that I didn't want to change the circumstances, and I tried my butt of to get her problem resolved. I told her everything I was doing, and when I couldn't( seriously almost crashed my computer, kind of couldn't) do it the way she wanted it done and offered another method of doing this she snapped with the BBB thing. Either way she is getting what she wants its just not the way she wants it! I have never ever had a customer not understand that I am trying but my status can only do so much. Most of my customers are sweethearts about this kind of thing and very very understanding, it's why I love my job. Its stated on our terms and conditions that I couldn't do this and I still did. If anything I will get fired for doing what she wanted! (doubt it though! (: )
I had to remove my I dont care statement because I do. Maybe that's the problem, I care to much about my customers.
I have learned that the nicer you are to CS...the more they are willing to try and help you.
AND I worked in retail for a while and dealt with all sorts of customers...and that made me a much better customer.
Sorry you had a rotten day!!
First of all, it appears even the President of the USA can't solve problems. (sorry, couldn't help it)
I was in a CS job for 15 years, so I get it. When I got the HOT calls, you just have to remember to see if from THEIR side. Of course no one reads the terms and conditions! Who does that? So something happens and us lucky ones at the end of the 800# have to fix it. Sometimes we can, sometimes we can't. I also understand where you are coming from. For 15 years I took these calls, some days its like taking a beating. But there are a lot of tips for CS reps to get thru these kinds of calls. Maybe you can take some of that advice and it may help you. (and I hope you feel better now!) Good luck!
Never do that, why would I, they are about as effective as CPS. :p Nope I would have requested your manager and tried to get you fired. :)
Ya know what I hate about stores, you ask for someone nicely and they say wait right there and I do. Then I notice that they don't have the balls to tell the other people well I was helping her so my patients is not rewarded. That makes me cranky.
Not saying that fit what you are saying because I don't understand but if I am feeling I have had bad service I keep it in house.
I never threaten the BBB because I don't think many people check the BBB before doing business with a service provider. The only time they think about the BBB is when they have a problem.
Sorry to hear you had a rough day. You might enjoy the website Not Always Right. It should be the first link when you Google search it. It is all about wacky customer tales.
They also have a site with employee stories called Not Always Working.
I also work in customer service and if I had a dollar for every user who started off with "you will do what I want or I will sue you/report you/contact my credit card company"....just gotta let it roll sometimes. People can be very twitchy. And most of the time? USER ERROR. So you didn't read the terms? Not my fault. I usually imagine them as schoolyard bullies who didn't get enough hugs from their mommas.
After we moved the only job I could find was as a CSR for a global company...my goal was to only do this for a year. I got out at exactly 10 months. I knew I would be good at most of the job. But there are those that just sent me over the edge.
I had one guy literally curse at me for three minutes...while my cubbie buddies could hear him through my head phones. He took a breath and I said "I am more than willing to see what I can do to you help, but I need for you to not speak to me like that!"...he said "what are you going to do about it"...I said "hang up and you can calm down on hold again!"...he is "f*&*ing try it!"...click!
He called back and was a lot nicer to my cubbie buddy!
This same cubbie buddy had someone turn her into the BBB and they made her call the customer and apologize...and she did nothing wrong. It's not her fault the bank didn't immediately refund his account. She even told him (as we were required) it can take up to 48-72 hrs before you see the money back into your account.
A lot of people don't understand if they've never been on that side. There is only so much a CS can do...the company makes rules that don't make sense but you can't change them or just do what you want.
I get ya!
Sorry - there are a lot of "those" out there. The nice ones aren't the ones you hear from. I had one tell me I was rude when she said "Thank you" and I said, "No, Thank YOU" LOL!!!! People are nuts. I guess we never have a dull moment hey? I've had people pull out the BBB (and even call them BTW), but it never turns out to be anything as we are very clear in our T&A documents and verbally. I think they like to throw that around - thinking they'll get their instant gratification just by saying so. Roll my eyes. I hear ya.
