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Originally Posted by ThreeOnTheTree
I think it's funny how people think that if a big company is involved, there's somehow something shady going on. I guess no one realizes just how often the customer tries to shaft the large company because they think the company "can afford it." There are people out there that buy things and use them up until the return day, then take the items back. Some people actually replace their wardrobe every month by doing this. That only scratches the surface, and it's why it's getting harder and harder to have a pleasant customer service experience anymore.
I work for a big company, and it never ceases to amaze me how much some people expect for free. If we screw up, we make it right. Sometimes we even agree to fix a customer's screw up--like when they sign and mail in an agreement that they clearly never read (one that is a mere 3 sentences long and written in plain English). I'll tell you one thing though, we are far more likely to help the customer who presents their issue in a civil manner. People who spew anger and hate and threaten lawsuits? We are far less accommodating. Who wants to help some guy telling us how to do our jobs, when he's never spent a single day in the trenches with us?  |
Oh yeah I see things like this happen all the time.
People (customers) will try and get over every chance they get, that is a fact.
Cutomers will always make it sound much worse than it really is.
99% of problems are the Customers fault in the 1st place.
People want something for nothing and will cause a really big problem when they don't get it. If they think they can get over and things aren't going the way they thought it would then it will get ugly in a hurry. That's when the threats start and them telling you how to do your job or cussing you out.
The illusion is that people believe that the companies really care about them. They really don't, all they want is their cash, nothing more than that. The illusion is when the customer calls or complains about something or tries to get over and the company gives in. They only do it just to shut them up or make them go away. They don't really care at all, but the customer believes they are more important than they really are so they try it someplace else.
The customers only end up getting what they want because someone in management doesn't want to deal with them at all, never did on a one on one basis.
The other illusion is that the customer thinks that their little bit of money makes a difference in the big picture. For companies making Millions a month that little $100 doesn't mean anything.
Believe me when some Corp Type has to deal with joe customer someone will lose their job over it.
It has nothing to do with them caring about the customer at all either. It's the simple fact that the Corp person doesn't want to deal them at all ever and when they have to heads will roll.
They have better things to do like play golf, go out on their boats, parties and spend their huge checks. Dealing with joe customer cramps their schedule.
Example:
We have one that complains just about every time they come in because we don't have large quantities certain items in stock when they want them most of the time.
They
never call us ahead of time and tell us when they are coming so we can have them on hand. (Much, much more than we ever would keep in stock)
They
never show up in any set pattern so we never know when they might come in.
But they
do complain all the time. They would rather complain about it than put in any effort to let us know when they will show up. That gives them something to complain about you see.
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