Manage awful customer service ?

confusedhuh on 18/07/2015 - 05:26

I am curious how people manage awful customer service. I have obviously seen tips about not messing with restaurants risking further degraded/unhygienic quality food - but then how do you manage it? Do you be a smart a** and make subtle taunts? Or do you just give a stern (what the ***) look.

Further few examples

a) You go to order your coffee/food at the counter and the person is least interested, doesn't ask anything or smile and wants to get rid of you. Even while serving he/she doesn't get sugar napkins etc

b) Electronic stores -
You: Hi, I have trying to find this cable for a while
Rep : It should be in the cable section (looking annoyed as its obvious)
You: yeah, that's where I was but couldn't find it, could you…..(before you could finish)
Rep: Well if its not there then we don't have it

I am not being generic, a lot of places have amazing customer service but the above are a few crappy ones.

I understand the usual solution stop going to these places but are there ways to tell them indirectly "Mate do what you are getting paid for ? "

Any useful tactics ?

General Discussion

Comments

  • DarkOz on 18/07/2015 - 08:43
    +14

    How to manage it? Lower your expectations.

  • spackbace on 18/07/2015 - 09:01
    +2

    Used to work in cafes for 10yrs, now in sales, so I know what they should/shouldn't be doing. Sure some people have off days, and sometimes you're specifically in that store because of a deal. But if I get lousy service, depending on the situation I'll either call them out on it or just leave. I am a courteous customer (as I said, knowing the people that they have to deal with, I'm certainly gonna try in a small way to make their day better, not worse).

    TL;DR treat others how you want to be treated. If someone's nice then you be nice, if they're a dick then…

    • Morien on 18/07/2015 - 10:09
      +7

      That TL;DR doesn't make sense. Treat others how you want to be treated means treat them well DESPITE how they act. This is good advice.

      Treat others how they treat you is what you seemed to elaborate on. If so, Big difference. Bad advice. I've been having the worst day in CS, kind of shell shocked at a previous customer, unable to have a moment to regain composure before getting to the next customer. I may be a bit short, but not mean it. If they respond by acting how they THINK I am acting, then assuredly I say there WILL be a problem.

      • spackbace on 18/07/2015 - 10:15
        +1

        Treat others how they treat you is what you seemed to elaborate on.

        That was more along the lines of what I meant lol and it's pretty obvious to guage whether someone is just being a dick to you for no reason, or they're flustered, or whatever. There's no set rule to follow. Good thing about busy places, if you're in line straight after a customer has been an ass for no reason, then throw something light-hearted towards the staff member. Let them know they weren't in the wrong and it was the other customer's fault.

  • Sage on 18/07/2015 - 09:08

    When I am dissatisfied with customer service and want to do something about it, I have a talk with the manager and just let them know the particular staff member gave poor customer service.

  • mskeggs on 18/07/2015 - 10:27
    +8

    A saying worth remembering, if you leave the house and encounter an a-hole, then they are probably just an a-hole. If you leave the house and everyone you encounter is an a-hole then it is probably you that is the a-hole.

    Most people in retail are pretty good. Some aren't. If you treat them like fellow humans you will usually find it a very pleasant exchange. I kind of see my role when buying to be that good customer who the sales person can help out and make them feel they are doing a good job. The consequence of this is that I usually get good service as the sales person will offer things like "have you thought of this option that might save you a dollar".

    I do feel sympathy for some of the people who post issues here who have lesser English skills. I know when I am abroad my lack of local language skills mean I am unable to participate in the conversation/transaction beyond "give that one please".
    I can understand that the staffer in that circumstance probably has less incentive to try hard to please.

    When I worked in retail if anybody had mentioned some variation of "do what you are paid for" I would have given the absolute minimum service. I was paid to attend the premises and transact sales. My chatting with customers, caring about their needs and making sure they were satisfied was something I did for free.

  • Ughhh on 18/07/2015 - 10:49
    +1

    Do you be a smart a**

    This is probably the worst a customer can do, apart from getting physical.

    If there's a problem, don't try to humiliate the staff or act like you pay their salary. Ask politely and quietly with a smile. Don't make it a huge problem by dobbing the staff in immediately and quoting accc ect.
    My tactic is to act like I'm shy. Also if buying non food items, do a little research first and know what you want or what you're looking for at least to make life easier for staff and yourself.

    Just remember that the staff that's serving you, could be your friend from ozb too, who's sad because they can't purchase the chromecast or eneloops that's on sale till end of shift…If there's any left.

  • Cheeper on 18/07/2015 - 12:23

    You will get both good and bad employees and even franchise owners everywhere.
    Don't react to them, just go with it and if you are so inclined report it to the business directly online or whatever other means available.
    Such customer feedback it usually ignored, but when it is received often enough, action is taken.

    Basically it is just life… some people are just r's holes no matter what they do, they choose to be that way.
    Don't let it get to you and make sure you do the opposite in every aspect of your life.

  • Nutrino on 18/07/2015 - 23:40
    +1

    i wouldnt want to be a CS person when something gets OZBARGAINED here. LOL.

  • tonyjzx on 18/07/2015 - 23:54
    +1

    When I order fast food or stuff like that over the counter i dont particularly care if the person smiles or whatever… ask long as the food i get is good and the change is correct

    this is different if its a restaurant setting obviously

    when I go to JB HN or DSE or Officeworks etc. I expect them all to be drooling retards… why would they be working there if they werent?

    however like most of you i see something for sale on this forum for example or in a catalog and then MAKE SURE its in stock and then go to store with your order number or whatever and minimise the need to interact with these people

    never buy cables etc. from them… they dont know shit and are overpriced

    all i expect from them is to confirm stock and then accept my money and give me my change… thats it

    but the flip side is these people are getting sub $20 an hour, dunno motivated you would be and they put up with the worst of human behaviour

    for a lesson, hang around a few days before xmas and see what kind of drongos they have to put up with… if you are here on this forum i kind of expect you to know what you are doing

  • SirFlibbled on 19/07/2015 - 09:55
    -4

    Depends on the situation. For example, I went to a cafe once. Both staff members were behind the counter watching Youtube videos rather than serving me. I did the subtle cough and got no reaction. After about a minute, I slammed my hand down on the counter forcing them to look up at me.

    When they gave me my coffee I "accidentally" knocked it over and the coffee went every where. I apologised profusely while they made me a second one and had to clean up the whole mess.

    It was juvenile but felt great.

    • spackbace on 19/07/2015 - 12:16

      And here we see a very good demonstration of how to be an ass.

      • SirFlibbled on 19/07/2015 - 22:22
        -3

        And here we see a very good demonstration of someone on their moral high horse. As I said it was juvenile but considering their attitude I wasn't above making them do some actual work.

        • [Deactivated] on 19/07/2015 - 23:47

          Wasn't a cool move, and I feel bad for the wasted coffee (cos I personally try not to needlessly waste stuff), but I must admit it did make me lol reading it.. but then again I like bizarre situations/comedy.

        • Tal_Shiar on 20/07/2015 - 02:32
          +1

          you didn't manage your time very well, you wasted your time, their time and milk/water and coffee because you made a decision to not talk and just waited there long enough for you to slam your hand down on the counter in anger… Next time approach them and say hi… you'll get better service…

        • SirFlibbled on 20/07/2015 - 09:41

          @Tal_Shiar: I did that. I said hi and was ignored while they sat on their phone watching youtube videos. So then yes I made a big noise so that they'd recognise a customer was there trying to order. At the end of the day, I never went back. Now if my friends want coffee I'll go anywhere but there.

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