Bad Customer Service. Do I just give up at this point?

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Posted 2/10/2013 by benem in NSBR Board
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scrappower
Allons-y Alonso

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Posted: 2/11/2013 4:06:16 PM
In this case I agree it was handled badly. But there seems to be the thought still that the customer is always right no matter what and should be given anything they ask for/expect or they will go viral. I have a big issue with that. Customers are not always right and sometimes need to be told so.



cm_stephenson
BucketHead

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Posted: 2/11/2013 4:39:15 PM

But there seems to be the thought still that the customer is always right no matter what and should be given anything they ask for/expect or they will go viral. I have a big issue with that. Customers are not always right and sometimes need to be told so.


But that is the art of excellent customer service and honest complaint handling.

I used to handle complaints for a firm of accountants. I got the calls because no one else could handle them. What did the complainants want:
  • To be heard - so apart from giving my name and asking how I could help I listened until they were done.
  • To be treated as respected customers - now not once in those calls did I get sworn at even though some of them were angry people; I have heard CS staff saying into the phone "Now Mr X I will have to hang up if you swear at me". Of course staff should not be sworn at but threatening the complainant into behaving is counter productive.
  • The complainants I dealt with were often unhappy that their audit was understaffed. In most cases their audit was understaffed because an audit manager had given them a discount to try and keep their business. Unfortunately for both the customer and the manager I handled the resource allocation and the fee agreements so they got resourced per the fees they were paying!
  • Once the complainant has calmed down and you have confirmed your understanding of the matter, they want you to be honest in what you agree to do.

So in the case of the complaint that their audit was understaffed I would explain to them, telling them my role, that they had been given a discount to keep their business and that resulted in less resource.

I would ask if they had been happy with their audit the previous year, which they would confirm. So they would then agree to pay the appropriate fee for the appropriate resourcing for future audits. The Managers were too scared to tell the customer that the cost of the work was X and hence our fee was X plus a bit.

Many of those complaints were unjustified and they were threatening to bad mouth us all round the region. I recovered the situation with additional recurring revenue and not one of them left us - several referred new business to us.

It had a positive effect on the customer relationships and it was an honest exchange plus it had a positive effect on the Managers who had to learn better customer service; my boss was their boss so he knew about every complaint and how it was resolved and they did not want to be the Manager discussing complaints in their appraisal!

Of course to achieve this every employee has to take ownership of the complaints process and have the authority to address the matter ... too many companies do not authorise their staff to do that.

Cathy


---------------------------------------------------------------------------------------------------------------
There are two ways of spreading light: to be the candle or the mirror that reflects it. Edith Wharton


~scrap-it-all~
PeaFixture

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Posted: 2/11/2013 4:42:37 PM
I totally understand your irratation, but I just decided a few days ago that it is just not worth the hassle over a few bucks. I consistently have poor service in drive thrus. I think it's just how it is. Does that make it right? No, but not worth my time.



Susie_Homemaker
AncestralPea

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Posted: 2/11/2013 4:43:02 PM
I'm surprised no one has told you to take it to their facebook page yet. I learned here that that seems to get an immediate response. So yeah, I would do that and see what happens.

I get why you're mad. I would be too at this point.




It was on my fifth birthday that Papa put his hand on my shoulder and said, 'Remember, my son, if you ever need a helping hand, you'll find one at the end of your arm.'
- Sam Levenson





crimsoncat05
PeaFixture

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Posted: 2/11/2013 4:49:01 PM
Geez-all this work over an order that was not charged for.



^^^^^ um.... really? All 'this' is because they got her order wrong, and then they gave her crappy customer service when she confronted them about it. People with the attitude of 'well, what can you expect' or 'well, at least you didn't pay for it' are part of the problem. When I patronize a business (of any sort) I expect to get what I asked for, in a pleasing, courteous, efficient manner. That's why those people are paid, after all! If those things aren't done, I expect to get an apology of some sort. She got neither of those things, and worse yet, got her issues dismissed.

I'd be taking it up the ladder as well, too.




"Accepting anything without question is the antithesis of critical thinking and education. ~wren*walk, 8/20/12"


twinks
PeaNut

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Posted: 2/11/2013 5:17:56 PM
I would send an email to the corporate office. Not so much about the missing 2 pieces of chicken, but, about the customer service, or lack thereof, you received when you brought it to their attention.

One effective way of making a complaint is to make the complaint and an acceptable, reasonable solution to your problem. When offered the 2 pieces of chicken, I would have commented that is nice, but, seeing as you don't want them now, a voucher for a meal in the future is acceptable to you.

If you get no response from corporate, I would then just let it go. However, I would make sure that I never visit that establishment again. They lost a customer over a couple of dollars, which is an big indicator that the corporate office doesn't care about customer service either.


yellow5
BucketHead

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Posted: 2/11/2013 6:20:16 PM
DUDE. It's two pieces of fast food fried chicken. That's like a couple bucks. That's a whole lot of effort to go through over a piece of greasy chicken.

The manager offered you the missing two pieces. What else do you want? If you contact corporate, you can expect to get a form letter and probably a meal voucher...which is prob worth about 5 bucks. I don't know...I have other stuff to worry about than two pieces of chicken. That's a heck of a lot of effort to go through for a form letter and a free fast food meal.

Really though, your BEST option is to write a review on Yelp. THAT gets much more attention.




benem
I live for the applause applause applause...

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Posted: 2/11/2013 7:10:10 PM

If you contact corporate, you can expect to get a form letter and probably a meal voucher...which is prob worth about 5 bucks.


That would be fine by me.

And if they never get back to me, it is also fine by me at this point.



jenjie
PEAsed to be here

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Posted: 2/11/2013 8:40:40 PM
Shannon I'm glad the CFA situation was resolved to your satisfaction. My nieces are CFA supervisors. One is a manager. They said that should have never happened. They also found it highly unlikely that there would be NO working soda fountain.

Benem (you are Mariah, right? Are you also Miss Mariah? I get so confused. ) I agree with you. And I wouldn't think to check each individual item. I'll do a quick check to make sure I. Have the correct number of fries, burgers etc but not inspect each.

I hope they make it right for you. We just discovered Popeye's and really like their food.


~Jen


ladygarter1574
Ancient Ancestor of Pea

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Posted: 2/11/2013 8:56:40 PM
~~~~~
In the end, I think customer service is important. If I didn't think that I would not have become a librarian, bc customer service is drilled into us.
~~~~~~~

I have worked in a variety of industries: retail, food service, legal support, human resources and the one thread tying all of my jobs together is Customer Service.

Customer Service, to me, is providing the service or goods needed by my client in a way that improves their efforts. The difference between the barista job and the Law Office records coordinator job is whether or not I knew beforehand which customer/attorney of mine was going to be the PITA or the easy one.

You get and give customer service in every job you do. Your "customer" might be Ted down the hall asking for the annual widget sales report instead of Ted the Double Shot Skinny Latte guy but both Teds would be offended if you treated them like the managers treated the OP.

A PP said the customer ISN'T always right and you know what? That's true but that doesn't mean the customer doesn't deserve your best efforts to resolve the issue in a way that satisfies both sides' needs.

It simply comes down to courtesy and respect = customer service.

Christina

benem
I live for the applause applause applause...

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Posted: 2/12/2013 9:52:19 AM

Benem (you are Mariah, right? Are you also Miss Mariah? I get so confused.


Yes. But my name is actually Michelle, if you wanted to know.



benem
I live for the applause applause applause...

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Posted: 2/12/2013 9:55:53 AM

Customer Service, to me, is providing the service or goods needed by my client in a way that improves their efforts. The difference between the barista job and the Law Office records coordinator job is whether or not I knew beforehand which customer/attorney of mine was going to be the PITA or the easy one.


One of the first, and hardest things, to learn in your first reference class in library school is that the question the patron asks, and what they really want to know, are frequently two different things. And how to figure out what they really want and then deliver it.

I didn't ask anyone in this situation for anything. Both times I just presented the problem and allowed them to try and resolve it. Really just a "I'm sorry about that, can I refund the money we charged you for what we didn't give you" would have been fine by me.

Can I give you 2 pieces of chicken 2 days later when I don't want or need them is NOT a good solution.

I blame the actual store manager. I should say, on the Popeye's site, where you can contact them, at the top it says in big letters that EVERY manager is "empowered" to resolve any issue at the store level.

Really? What BS.



jenjie
PEAsed to be here

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Posted: 2/12/2013 12:24:28 PM
Ya know I never felt the need for a spreadsheet... until now! just kidding. Good to know that YOU (and you ) are still here


~Jen

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