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His M. Vendors, unfortunately, are not so quick to do that for obvious reasons. He gets off sending emails detailing how I could do my job better. He has been rude to a really nice Customer Service lady that helps me on the inside. He insisted that my company fly in product he wanted from Japan at our expense, of course to meet a very short deadline, only to cancel the order after the product he wanted was already en-route.
My supervisors have been kept copied on all emails and call details with regard to this person. Many of them have left the building humiliated and angry because of this man.
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The customer is always right? Those that uphold this ridiculous maxim, I submit, are the same ones that would abuse it for their selfish purposes. I work as a materials estimator for a medium-sized building supply company. Everyday I am dealing with customers who want to do their building on the cheap, thus sacrificing quality and safety for the sake of dollars. I refuse to put my name on something I know will be unsafe or unsatisfactory. Doing this in the past when I was far more inexperienced cost the company time and money, voiding the initial benefit of the sale by a mile.
Working in any customer-related industry, there is a desire to keep customers satisfied. I often have to remind customers that we are in business to make money first and make people happy second. When a customer walks into my office, I view our relationship as a mutually benefical one: he has something we want money , we have something he wants materials. I am confident that I can service the customer better than our competitors and that is why I feel the customer has chosen to work with me, rather than someone else. But by sticking to my ethics and not just simply heaping platitudes upon the customer and then selling him whatever he wants, I feel that I am giving him the best customer service for what he is spending.
This is a great post. Now, of course we as business owners can also be wrong, sometimes we are at fault when customers get upset. I find the customers that return things, for the most part, are the most difficult ones and cause my company to lose money. Rather than offering free return shipping and other incentives to convince them to buy, I do the opposite. This page has been a breath of fresh air. I have worked at Dairy Queen and a local bank here as a Client Service Representative, and I can tell you I have lost hairs and my health in this stupid client services business.
People are totally unreasonable, iodiotic and seems to me that they come from another world. I am trying desperatley to get out and get a job somwehere else, where there will be not much requirements for client services. If I have had it, enough is enough. Seems to me that people find anything to complain about.
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There was one customer who had been special ordering a certain hard to find dog food from our store. After I was hired I was placed in charge of the responsibility of ordering her food. She expected us to always have the food in stock, but no hold it for two long. She expected it to be placed onto a cart from the back room, loaded into our car, and rung out while she stood by the door.
This is not very available dog food. Regardless of the fact that I had a months worth paperwork detailing the 3 orders, transfer requests, and estimated delivery dates for her dog food she decided to call the company headquatrers and complain about me.
I was enraged because there was nothing I could of done besides drive to miles round trip to get her dog food. Apparently that was the appropriate thing to do.
So I gathered up the products margins, estimated delivery costs based on national transportation averages, gas prices, etc, time spent ordering and preparing her order and even with conservative estimates found that Petco was actually losing money with her transactions. My attitude and customer service was never the same. I worked as a floor support technician in a certain large entertainment company cannot reveal any more info other than that!
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There were clear layers of customer support escalation from 1st level, 2nd level, dept management, on up. We lower-level employee techs were pretty-much dictated to by our immediate managers about TCIAR for the other floor employees we provide technical service to. We floor technicians handled every technical service call from customers coming our way.