Do you ever make a formal complaint about customer service?

[fatsack]

I mean when you just downright lousy pathetic service - do you take the time to write their headquarters ?

I do.

I don't feel too bad however, because if I get outstanding customer service, I'm also the person who takes the time to let someone at HQ know about that person.

[Johnny_Blaze_47]

Deal with it.

[samikeyp]

Yes for the same reason you mentioned, Sack.

My wife and I recently went to a local dollar store. I won't say which chain it was but it rhymes with "Lollar Meneral" :) and we received the worst customer service probably ever. When we got home, my wife got on their website and wrote a very stern, but professional email. Two days later, we got a call from the District Manager apologizing profusely for what had happened.

[j-6]

planetfeedback.com

[angel_luv]

I work in guest services at a mall and so I hear a lot of complaints.

By the end of every day, I have had enough complaints- don't even care to make any of my own. :lol

[fatsack]

Deal with it.



:lol

[Duff McCartney]

No...I have better things to do with my life.

[BacktoBasics]

Too many fucking people complaining about the service that they recieve at places that pay their employees shitty wages while providing even worse working conditions. Maybe you should start complaining that instead of trying to save a buck they might consider paying their employees a hourly or salary worth bothering for.

People who serve the general public deserve the most tolerance because they have to deal with asshats writing corporate because they didn't bend over backwards and accommodate the most ridiculous of demands the public thinks they are entitled to. Not everyone has a perfect day and they are just as likely to have been shit on as you are so why bother trying to get someone fired who likely needs the job far more than you. Have some fucking tolerance in this world.

Most of these people do the jobs that no one else would because they need the money. We should be praising these people for actually finding gainful employment and tolerating the armpit of this world we call a society, rather than suck free money from any resource they can while popping kids out and bitching about customer service.

[Johnny_Blaze_47]

Too many fucking people complaining about the service that they recieve at places that pay their employees shitty wages while providing even worse working conditions. Maybe you should start complaining that instead of trying to save a buck they might consider paying their employees a hourly or salary worth bothering for.

People who serve the general public deserve the most tolerance because they have to deal with asshats writing corporate because they didn't bend over backwards and accommodate the most ridiculous of demands the public thinks they are entitled to. Not everyone has a perfect day and they are just as likely to have been shit on as you are so why bother trying to get someone fired who likely needs the job far more than you. Have some fucking tolerance in this world.

Most of these people do the jobs that no one else would because they need the money. We should be praising these people for actually finding gainful employment and tolerating the armpit of this world we call a society, rather than suck free money from any resource they can while popping kids out and bitching about customer service.

Like, maybe say, a lady who gets a job cleaning an office for half-a-day, five-times-a-week?

[samikeyp]

Too many fucking people complaining about the service that they recieve at places that pay their employees shitty wages while providing even worse working conditions. Maybe you should start complaining that instead of trying to save a buck they might consider paying their employees a hourly or salary worth bothering for.

I agree about the shitty wages part. Which is why my complaints, when I register them, very rarely are about the individual directly. A worker is only as good as the person who trained them. Too many companies are sacrificing customer service for hiring cheaper labor.


People who serve the general public deserve the most tolerance because they have to deal with asshats writing corporate because they didn't bend over backwards and accommodate the most ridiculous of demands the public thinks they are entitled to. Not everyone has a perfect day and they are just as likely to have been shit on as you are so why bother trying to get someone fired who likely needs the job far more than you. Have some fucking tolerance in this world.

I agree with you here again....not once have I called to have someone fired and it goes back to my above statement. On the other hand though, there are times when I have had shitty days but I do not the right to take that out on someone. And yes, because you may get the medium fries instead of the large fries, IMO, does not entitle you to be a dick about it and act all badass and drop, "i'm going to have you fired" card. Having dealt with corporate travelers for a decade, there are too many people out there who think they are a lot more important than they really are.


Most of these people do the jobs that no one else would because they need the money. We should be praising these people for actually finding gainful employment and tolerating the armpit of this world we call a society, rather than suck free money from any resource they can while popping kids out and bitching about customer service.
Agreed to a point here too. I applaud anyone who is willing to work, even at a shit job, so they can provide for their families.

I believe that if something serious happens to you when in a customer service situation, you have the right to voice your concern but be realistic. Do you really need to rant and rave and carry on because you didn't get cheese on your burger? Was a mistake made? Absolutely but just because you are a patron of that restaurant doesn't give you the right to be rude and nasty.

[BacktoBasics]

Like, maybe say, a lady who gets a job cleaning an office for half-a-day, five-times-a-week?Yes

Samikeyp - my rant wasn't specifically directed to you and your complaint, it just happened to spark my thoughts on this.

It should be some kind of requirement to have to work with the general public before you reach the age of 18.

I know first hand how people can blow things out of proportion and demand attention at the expense of having an employee fired. I've had a few people bitch and moan for no reason other than the fact that they're simply the kind of people that aren't happy unless they have something to bitch and moan about. Everybody thinks their problem is the biggest ever. Thankfully I work for a boss that came up working with the general public and can see the difference between a legitimate gripe and a typical asshole.

[samikeyp]

Samikeyp - my rant wasn't specifically directed to you and your complaint, it just happened to spark my thoughts on this.

Oh, I know..its cool. I was just using my experiences as an example.

Its all good. :tu

[j-6]

Too many fucking people complaining about the service that they recieve at places that pay their employees shitty wages while providing even worse working conditions. Maybe you should start complaining that instead of trying to save a buck they might consider paying their employees a hourly or salary worth bothering for.

People who serve the general public deserve the most tolerance because they have to deal with asshats writing corporate because they didn't bend over backwards and accommodate the most ridiculous of demands the public thinks they are entitled to. Not everyone has a perfect day and they are just as likely to have been shit on as you are so why bother trying to get someone fired who likely needs the job far more than you. Have some fucking tolerance in this world.

Most of these people do the jobs that no one else would because they need the money. We should be praising these people for actually finding gainful employment and tolerating the armpit of this world we call a society, rather than suck free money from any resource they can while popping kids out and bitching about customer service.

That's bullshit.

If the position requires someone to deliver excellent customer service than that what they should do regardless of the pay level. That's on the manager that hired someone that couldn't fulfill the basic requirement of helping a customer spending money in your store. If you think it's worth more than $6-7 bucks an hour to stock shelves in an air-conditioned building and point toward the tampon aisle, that's your business. But roofers and landscapers make $10 or so to roast in the sun and bust their asses. I think people doing way less than 50% of the work that a drywall hanger does should be pleased as hell to help me find laundry detergent in an empty store on a Thursday morning.

By the way, Dollar General's CEO made almost $2M (http://www.forbes.com/lists/2006/12/PU9M.html) last year.

[florige]

I have never done that. Now if a person is just downright nasty to me it's one thing, but if I see the person is honestly trying their best, and it just not working out for them I don;t say anything. Most of the time it;s crowded as all outdoors and the clerk is normally overwelmed. I've worked in retail before and I know how it can get sometimes. So I guess I can relate.

[atxrocker]

i am very vocal about poor service, and you can bet a manager or somebody will hear about a bad experience most of the time. i also go out of my way to acknowledge good service as well.

[Jekka]

Too many fucking people complaining about the service that they recieve at places that pay their employees shitty wages while providing even worse working conditions. Maybe you should start complaining that instead of trying to save a buck they might consider paying their employees a hourly or salary worth bothering for.
Okay, while some people do have crappy pay and working conditions, that does not mean that you don't still have to do your job. You can't just excuse people for being assholes because they only make $6/hour - they took that job, and they should at least attempt to do it well, especially if they ever have hopes of getting a raise or moving up.

I reserve my complaints for situations where the person was genuinely stupid. I don't complain about shit like forgetting to put cheese on a burger - god knows I wouldn't want to read drive-thru orders all day. I've actually never complained at a fast food establishment, it sucks being the person that gets yelled at all day only to go home smelling like fries with a crappy paycheck in their pocket.

My jobs for the last several years have been public service, so I know what it is like to have a genuine grievance versus an annoyance that people somehow feel the need to complain about. If your complaint is about something other than a government service, then CHANGE INSTITUTIONS. If your bank sucks that bad, CHANGE BANKS. If your local Bill Miller's has too much attitude for you, go the extra five blocks to the next one, it's not like you've got a lack of choices.

[BacktoBasics]

That's bullshit.

If the position requires someone to deliver excellent customer service than that what they should do regardless of the pay level. That's on the manager that hired someone that couldn't fulfill the basic requirement of helping a customer spending money in your store. If you think it's worth more than $6-7 bucks an hour to stock shelves in an air-conditioned building and point toward the tampon aisle, that's your business. But roofers and landscapers make $10 or so to roast in the sun and bust their asses. I think people doing way less than 50% of the work that a drywall hanger does should be pleased as hell to help me find laundry detergent in an empty store on a Thursday morning.

By the way, Dollar General's CEO made almost $2M (http://www.forbes.com/lists/2006/12/PU9M.html) last year.I would say 99% of the people working in a dollar general had no idea how obnoxious and arrogant the general public presents themselves to people that earn 7 or 8 bucks an hour. Its one thing to ask to be pointed in the direction of the vagasil and another to be asked about its inner workings and to expect a full on dissertation about it.

Here is a great example thats pertinent to my life:

Customer walks in needing service. Asks me for the service department. I politely tell them that the service writer is out on a call and will return within the hour. Either they can wait or come back its up to them. They proceed to tell me their problems anyway. I tell them I'm sorry I can't answer those questions because I simply don't know the answers and they really should be talking to the service writer that handles all of the service. They proceed to let that go in one ear and out the other and attempt to carry on a conversation with me...why? Because they must be heard dammit. Upon which I let them vent out their issues while I continue doing my job.

All of a sudden that means I'm ignoring them and being disrespectful for not helping them solve their problems. They immeadiately demand to speak to who's in charge so they can bitch and moan about me not giving them the time of day. This shit happens all the time. Its not my job nor am I qualified to solve your problem, I told you who you needed to talk and you didn't like the answer. This isn't bad service its stupid customers.

I promise you 9 out of 10 complaints mirror situations just like that. People bitch to bitch because it makes them feel impowered. I'm not saying there aren't legit problems but most of the issues are garbage.

Deal with 12 of those in a day and see how polite and tolerant you are at the ass end of day. Stop expecting personal one on one care and realize that simple instruction is a legitimate form of service.

[ashbeeigh]

I'm not one to complain, a lot (leave the trash talk) about customer service. My parents, on the other hand, make it a second job.

If the fries they eat are too cold, they complain. If the bathrooms are too dirty, they complain. If the line is too long, they ask to speak to a manager. If the toilet paper is too rough on their asses, they complain. If there wasn't enough chicken in the frozen casserole they complain. Most of the time the result involves lots of "I'm sorry, we'll take care of that," and free service or food.

[duncan228]

I was in retail for years.
It's hard to deal with the public on a daily basis in any business.
People get bitchy, you're behind the counter, so you're going to hear it from them whether it was your fault or not. Whether you can help them or not.

Now that I'm not behind the counter I deal with it pretty basically.

If I get the service I expect, I say nothing but "Thank You."
If it's below or above what I expect I let the right person know as nicely as I can.

I'm the customer, if I don't like the service or the response I get to my feedback, I can take my business elsewhere.

I do expect to "get what I pay for."
I don't think I've got the right to bitch and get nasty because I don't get it.
I do have the right to let them know about it.

[BacktoBasics]

I'm not one to complain, a lot (leave the trash talk) about customer service. My parents, on the other hand, make it a second job.

If the fries they eat are too cold, they complain. If the bathrooms are too dirty, they complain. If the line is too long, they ask to speak to a manager. If the toilet paper is too rough on their asses, they complain. If there wasn't enough chicken in the frozen casserole they complain. Most of the time the result involves lots of "I'm sorry, we'll take care of that," and free service or food.If I was the daughter of that I'd say something. Thats the kind of shit that ruins peoples day. Not to mention its also your typical motivation for someone to tamper with their food.

[duncan228]

If I was the daughter of that I'd say something. Thats the kind of shit that ruins peoples day. Not to mention its also your typical motivation for someone to tamper with their food.

Say something or...don't eat the food when you're with them! :lol

[j-6]

I would say 99% of the people working in a dollar general had no idea how obnoxious and arrogant the general public presents themselves to people that earn 7 or 8 bucks an hour. Its one thing to ask to be pointed in the direction of the vagasil and another to be asked about its inner workings and to expect a full on dissertation about it.

Here is a great example thats pertinent to my life:

Customer walks in needing service. Asks me for the service department. I politely tell them that the service writer is out on a call and will return within the hour. Either they can wait or come back its up to them. They proceed to tell me their problems anyway. I tell them I'm sorry I can't answer those questions because I simply don't know the answers and they really should be talking to the service writer that handles all of the service. They proceed to let that go in one ear and out the other and attempt to carry on a conversation with me. Upon which I let them vent out their issues while I continue doing my job.

All of a sudden that means I'm ignoring them and being disrespectful for not helping them solve their problems. They immeadiately demand to speak to who's in charge so they can bitch and moan about me not giving them the time of day. This shit happens all the time. Its not my job nor am I qualified to solve your problem, I told who you needed to talk and you didn't like the answer. This isn't bad service its stupid customers.

I promise you 9 out of 10 complaints mirror situations just like that. People bitch to bitch because it makes them feel impowered. I'm not saying there aren't legit problems but most of the issues are garbage.

Deal with 12 of those in a day and see how polite and tolerant you are at the ass end of day. Stop expecting personal one on one care and realize that simple instruction is a legitimate form of service.


For starters, you're ignoring their problem just as much as they're ignoring what you told them. That doesn't solve anything for either party. If I recall, you sell something that might be construed as a luxury item. That's a helluva lot different than working at Dollar General. I think the average consumer knows that at a store where every item is a closeout that the staff isn't going to be as educated on their product as they would be at where you work. Agreed? That doesn't make it right but I would feel that asking a specialist (such as yourself) for assistance makes more sense than expecting a nineteen year old kid to know how exactly Oxi-Clean works.

The other thing to keep in mind is that nine out of ten complaints may be illegitimate in your mind, but that's just around 5% of the total complaints customers have. The vast majority draws strikes in their mind and choose to go somewhere next time they're in need of product. It's like the old 20/80 rule except with a vastly smaller number of consumers. The vocal ones affect public perception, but the silent ones determine the fate of your business.

I'm with you on people bitching for the sake of bitching. Usually I can cut them out of the herd pretty quickly. But if part of the job description is to provide customer service, the amount of customers you deal with before and after me are not my problem, nor are the types of issues other people bring to you. How you deal with me is.

[ashbeeigh]

If I was the daughter of that I'd say something. Thats the kind of shit that ruins peoples day. Not to mention its also your typical motivation for someone to tamper with their food.


Oh I do. I roll my eyes every single time it happens at home. If we're in public I distance myself. It's lame as shit.

[thispego]

No...I have better things to do with my life.
like borrow money from people and not pay them back?

[BacktoBasics]

For starters, you're ignoring their problem just as much as they're ignoring what you told them. No I gave them a solution and a time frame. Beyond that its just a waste of everyones time. I'm not ignoring their problem they're ignoring the answer because it doesn't result in immeadiate gratification. People expect way too much. We live in a society where its common for people to be force feed and handed nearly everything without thought or comprehension. As a result we are left with people that demand excellence from anyone and everyone in a 30 foot radius.

Otherwise I agree and can see where you're coming from. I give a shit about what happens where I work and for the most part I'll repeat myself at least 6 or 7 times to make someone feel that I give a shit about their issues but to assume I should treat people with the same reguard as if I was working at dollar general, target, walmart, HEB and so on is just plain idiotic.

The problem is that people want more when they ask where the lotion is. A simple answer of isle 5 and point in the general direction just isn't cutting it. They want you to walk them over to the isle and go over each option with them to help them make their selection. Fucking retarded and I see it everyday.

[j-6]

I'm not one to complain, a lot (leave the trash talk) about customer service. My parents, on the other hand, make it a second job.

If the fries they eat are too cold, they complain. If the bathrooms are too dirty, they complain. If the line is too long, they ask to speak to a manager. If the toilet paper is too rough on their asses, they complain. If there wasn't enough chicken in the frozen casserole they complain. Most of the time the result involves lots of "I'm sorry, we'll take care of that," and free service or food.

There's a guy in our office that's like that. He's a chronic bitcher that brags about freeloading all the times. When I first started working here I thought he was just a crotchety old guy with nothing better to do. Years later I avoid him like the plague because I finally realized that he's a sociopath.

[ploto]

I "complain" with my pocketbook. If it's really that bad, I just don't go back there.

[Bigzax]

i don't complain. i destroy shit and make a scene before the getaway.

[spurs_fan_in_exile]

I don't bother with complaints. I figure if the problem is the employee then he or she will get fired eventually. If the problem runs deeper, like the manager has a habit of hiring and poorly training these idiots, then making the complaint won't do any good.

I just go elsewhere.

[florige]

I don't bother with complaints. I figure if the problem is the employee then he or she will get fired eventually. If the problem runs deeper, like the manager has a habit of hiring and poorly training these idiots, then making the complaint won't do any good.

I just go elsewhere.


Same here.

[Sunshine]

<snip>If the position requires someone to deliver excellent customer service than that's what they should do regardless of the pay level. That's on the manager that hired someone that couldn't fulfill the basic requirement of helping a customer <snip>



http://i127.photobucket.com/albums/p132/margarita_hour/bullseye.gif

[Sunshine]

i am very vocal about poor service, and you can bet a manager or somebody will hear about a bad experience most of the time. i also go out of my way to acknowledge good service as well.


I am the same way. How else will an owner, manager, etc. know what needs improving and what's working? I'm never nasty about it, and my intention is not to get the person fired unless they were deliberately rude. My intention is for someone to hear about what's not working and fix it. Conversely, if someone goes over and above, someone hears about it so that person can be acknowledged.

[CuckingFunt]

The only time I take the time to make a formal complaint is if I feel someone has gone out of their way to specifically act like a dick. I'm exceedingly patient when it comes to slow service, or frazzled nerves, or simply not being able to fulfill a specific request, but I have little tolerance for flat-out rudeness.

[BacktoBasics]

The only time I take the time to make a formal complaint is if I feel someone has gone out of their way to specifically act like a dick. I'm exceedingly patient when it comes to slow service, or frazzled nerves, or simply not being able to fulfill a specific request, but I have little tolerance for flat-out rudeness.I'll second that. Its going to take someone deliberately attempting to be rude for me to respond.

[desflood]

I only felt the need to make a real complaint once. A friend and I went through a Jack-in-the-Box drive-through in California. The order was messed up, so we went inside to get it corrected. No big deal, right? They told us that Lupe didn't speak very good English, so she must have misunderstood and that it would be corrected right away. Well, apparently english wasn't Lupe's problem - she was just plain stupid. They gave her the order again in spanish - and she botched it again. And then again a third time. I haven't been to a JITB since. It's difficult to patronize a chain that would knowingly employ such a dumbass.

[BacktoBasics]

I only felt the need to make a real complaint once. A friend and I went through a Jack-in-the-Box drive-through in California. The order was messed up, so we went inside to get it corrected. No big deal, right? They told us that Lupe didn't speak very good English, so she must have misunderstood and that it would be corrected right away. Well, apparently english wasn't Lupe's problem - she was just plain stupid. They gave her the order again in spanish - and she botched it again. And then again a third time. I haven't been to a JITB since. It's difficult to patronize a chain that would knowingly employ such a dumbass.Do you realize that you just described 90% of what we consider a "functioning society".

[SAtown]

Once, my gf and I went through Panda Express drive thru. We ordered beef & broccoli and egg rolls. They told us they had no more egg rolls, so we were like 'whatever.' We waited in the drive-thru line for about 20-25 minutes, finally got up to the window, paid, and I asked for soy sauce, which they were out of. A fucking chinese restaurant was out of egg rolls and soy sauce. We checked the food to see if that was correct, and they gave us only broccoli, NO beef. I settled it myself and I through the box of broccoli at their window. I guess what pushed me over the edge was the fact that he fucking smiled and laughed when he told me they had no more soy sauce.

That was my formal complaint.

[The sone]

i have way to many stories to type them all out...but yeah some people are just dicks.

as soon as anyone gives me the slightest hint of "asshole" i just tell them ill get a manager for them. i get paid to solve your technology issues, not play toilet for you to dump your crap in cause you accidentally dropped a little shit in your panties when you tried to sneak out a fart at the office.

of course when someone has a genuine grievance i will go out of my way to help them...but its usually someone just wanting to crap on someone else to feel like "thor god of thunder" at the end of the day.

[florige]

Once, my gf and I went through Panda Express drive thru. We ordered beef & broccoli and egg rolls. They told us they had no more egg rolls, so we were like 'whatever.' We waited in the drive-thru line for about 20-25 minutes, finally got up to the window, paid, and I asked for soy sauce, which they were out of. A fucking chinese restaurant was out of egg rolls and soy sauce. We checked the food to see if that was correct, and they gave us only broccoli, NO beef. I settled it myself and I through the box of broccoli at their window. I guess what pushed me over the edge was the fact that he fucking smiled and laughed when he told me they had no more soy sauce.

That was my formal complaint.




:lmao :lmao I hope you are joking. How can they be out of soy sauce? You sure somebody doesn't have a grudge against you who works in that restaurant? :lol

[BigBeezie]

I have only formally complained once in my life. I ordered a couch from a furniture store and 120 days later it still had not arrived. I wrote a letter to the CEO of the company and he actually called me and apologized. I ended up going to Basset furniture and bought a couch there instead.

[florige]

I have only formally complained once in my life. I ordered a couch from a furniture store and 120 days later it still had not arrived. I wrote a letter to the CEO of the company and he actually called me and apologized. I ended up going to Basset furniture and bought a couch there instead.


You waited 120 days? Was it one of those backorder deals or something??

[The Delivery Boy]

I hate when customers bitch at me! :(

[BigBeezie]

You waited 120 days? Was it one of those backorder deals or something??

Correct, I ordered it before my house was done being built. Well, the house was ready and the couch had still not arrived. I was pissed!!

[BacktoBasics]

So one of you bitchers and whiners are now responsible for stiffling my internet usage. I don't get paid hourly I don't get anything but commission and its not my job to make sure you find the parts you are looking for, I don't know parts. I know you didn't know that when you decided to complain about me not being able to help you but I told you I couldn't help you and I gave the card of the guy who can. I then proceeded to get back on my laptop and carry on like I normally do. So you wouldn't accept that and you decided in your mind that I wasn't giving you the attention that you deserve. You wanted results right then and there when and when I didn't produce them for you it became your personal mission to bitch and moan that I was too busy playing on my computer to help you. Now I'm limited to using my laptop in my office, which is difficult because its not where I need to be to actually help out the people I'm supposed to help out. Thanks for fucking everything up for me because you felt the need to cry like a little bitch. I'm sorry your feable little mind couldn't understand that my help was no good to you and that you really needed to wait for the right person to advise you. I hope you feel better about fucking with my days over your little bitch session. I hope your whole life falls aparts and you're left wondering why, you piece of shit complainer.

[Johnny_Blaze_47]

So one of you bitchers and whiners are now responsible for stiffling my internet usage.

Gee, I hadn't noticed, what with the slightly less bitching and moaning going on around here.