I love complaints, whether they are from internal customers (fellow employees) or the cash cows (customers with money).

I always treat people as I would want to be treated and usually simply talking to the complainant and listening to them will resolve the problem. Sometimes I put too much effort into resolving complaints and am told to 'not try so hard' by my employer. They do this because they put a monetary cost on each complaint and there are a certain number or type of complaint that they are willing to live with because they just don't want to spend the time and money to put it right.

On the other hand, I am also criticised for not dealing with complainants fairly. This usually happens when someone is rude or arrogant when making their complaint. If someone fails to show me the same respect I am showing them, then I will refuse to deal with their complaint and they will go onto my 'speical list'.

Dealing with complaints is very difficult and I can understand why someone being paid minimum wage will not have much interest in 'going the extra mile' to keep customers happy.

Posted by: Mac on November 15, 2002 06:52 AM

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The Santa story was unnerving, and I can't believe the "I Can't Hold It" story!

Having been on the customer service side myself, I know that arrogant, pushy jerks don't get anywhere. Customer Service reps consider it their holy duty to mess with people like that - they'll delay, obfuscate, whatever it takes. On the other hand, people who call up obviously harried and upset, but respectful and even kind usually inspire reps to bend over backwards and break every rule to get them what they want.

I had one guy who called up and was put on hold a long time, making him angrier. When he started talking, he started stuttering and making sounds of impatience, then stopped and said "Sorry, I'm very angry right now, but I know it isn't your fault. Let me just begin again." Even though his tone was very firm after that, I still wanted to do whatever I could, just because he didn't chew me out for having to hold like that.

It's the people who'd call up DEMANDING things and insulting me that made me wonder. How has this ever gotten them anything in life? Would they want to be treated the same way?

I would always tell myself, "Remember, this isn't their area of expertise and they are frustrated." That only goes so far!

Posted by: Lydia on November 15, 2002 06:04 PM

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