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CSDefender
Joined: 20 Jun 2005
Posts: 2
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 Posted: Mon Jun 20, 2005 9:30 pm Post subject: Defending Customer Services! |
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I'm not being funny but I stumbled accross one of these forums and then it got me looking. Why? Because of the number of people being rude about customer services.
These are the people who are there to try and help you!! They are not going to want to help you if you are going to slag them off as soon as they open their mouths.
Let's be fair they are the only ones in a company that you are ever going to get to speak to (unless you "e-mail the CEO" - anyone who has been on digitalspy will know what I'm talking about). But let's face it what is a CEO going to be able to tell you that someone speaking to customers daily hasn't already told you.
I work in customer services and it amazes me how rude people can be to other human beings! (I would never be that rude to my worst enemy let alone a stranger!) If we take today for example people I work with have had the following hurled at them;
"In breads" - this is the customers spelling by the way, never did realise that we were sandwich fillers!!
"I could get that cheaper at the ****** shop" said to my asian collegue!!
"Scam artists"
"****"
"**** off"
"W******"
Yet when we end calls to these people we are unreasonable because all of you would take this day in and day out in your jobs right!?
I don't think so. Maybe it will make some of you think next time you ring up a company that maybe, just maybe, if you are polite and civilised to the person at the end of the phone they may just want to help you a bit more and may go just that little step further for you!!!
I'm sure most of you will not even consider this next time you ring up a company but you never know perhaps it will be one less phone call with an insult or perforated ear drum!
Would be interesting to know your thoughts......
Oh and just one more thing, generally if you let the staff member you are speaking to finish a sentence it could halve your phone bill because they wouldn't have to start it again everytime you interupted, and again they may actually have something to say that will help you! |
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Aenima
Joined: 21 Dec 2004
Posts: 86
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| Posted: Tue Jun 21, 2005 11:29 am Post subject: |
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| Oh come on!, you are telling me that ALL customer service personnel are helpful and not rude. That's bull, how can you know that. I would say that most of the posters in this forum are reasonable people. Film fans, pure and simple. The fact that they have to deal with customer service soooooo often with certain companies (of late this seems to be Lovefilm) is a damning indictment of the companies service. We are not getting what we have paid good money for. If you take the trouble to look at all the post w.r.t. this topic you will see that customer service personnel have also been given +ve feedback too. |
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Jiltz
Joined: 20 Apr 2005
Posts: 164
Location: UK
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| Posted: Tue Jun 21, 2005 6:31 pm Post subject: Re: Defending Customer Services! |
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| CSDefender wrote: |
I work in customer services and it amazes me how rude people can be to other human beings!
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I completely agree with you.......I've had unbelievably rude service from Customer Service staff. Perhaps you should spread the word to all the people who do the same job as yourself and tell them to STOP BEING RUDE !!!
| CSDefender wrote: | | Oh and just one more thing, generally if you let the staff member you are speaking to finish a sentence |
Yes there is nothing more annoying than getting "cut off" mid sentence.
Would it not be better if the "staff member" let the customer explain their problem first, because it can be annoying for the customer to start at the begining again.
Normally, if I have to phone Customer Services in any capacity, I usually ask them if they can phone me back, so it is on their phone bill and NOT mine.....then they can do what they like, such as chewing gum whilst polishing their finger nails, or reading a newspaper etc.....
Lots of people like yourself, always seem to forget where their wages come from.......it comes from the customer.
Remember the old adage.......THE CUSTOMER IS ALWAYS RIGHT !!
So if you and your colleagues have a problem with that, then you are all in the wrong job.
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CSDefender
Joined: 20 Jun 2005
Posts: 2
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| Posted: Tue Jun 21, 2005 10:06 pm Post subject: |
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See that is where your general problem lies, the customer is not always right!!! That iS why we have a job, if the customer was always right there would be no need for us because life would be simple and there would be no disputes!
Generally the customer does not understand how the business works and as such is wrong. It is only the customers who have the attitude of thinking that they are always right and not wanting to hear any answer that you are going to give them who are never going to understand the way that a business works because THEY THINK THEY KNOW IT ALL!
Those who will listen to an answer and have a reasoned and intelligent conversation generally get a better understanding of why things happen and are able to find a solution which benefits both them and the company.
It is those who have an attitude problem that put themselves on the blade of a double sided sword which it is impossible to get off without serious injury!!! |
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Aenima
Joined: 21 Dec 2004
Posts: 86
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| Posted: Wed Jun 22, 2005 8:40 am Post subject: |
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| CSDefender wrote: | | See that is where your general problem lies, the customer is not always right!!! |
What, and you are always correct?! You can only speak from a very narrow perspective on this. Like the rental companies in general, you are missing the "bigger picture".
| CSDefender wrote: | | Generally the customer does not understand how the business works |
I've got some bad news for you, many of the rental companies don't know how their own business works and certainly don't know how it SHOULD be run.
Lets cut to the chase here. You work in LF customer service. You are probably the cr*p one everyone seems to have a problem with. Correct? |
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doblersdream
Joined: 26 May 2005
Posts: 77
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| Posted: Wed Jun 22, 2005 12:17 pm Post subject: |
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CSDefender, how can you defend a customer service department who change their service after you've paid, then says "If you don't like how we've changed our service, then you can cancel" (with no refund i might add). Damn right we should complain!
Yes, customer service staff sometimes do have to deal with the odd idiot, but in the case of the complaints against Lovefilm, i'm sorry to tell you but the customer most certainly is right.
Lovefilm is breaking the law. If they were right to do so, then why are so many people complaining? Have a browse through these forms and tell me if you see such hatred directed towards any other online rental crew... |
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j2k4
Joined: 15 Apr 2005
Posts: 32
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| Posted: Wed Jun 22, 2005 1:26 pm Post subject: |
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Seriously, do you really think that if LF were breaking the law, as you say they would not be under investigation & being shut down by now?
Last time I looked their website was still active & I am still receiving discs from my queue, a little delayed now but I am still receiving them. |
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Jiltz
Joined: 20 Apr 2005
Posts: 164
Location: UK
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| Posted: Wed Jun 22, 2005 6:38 pm Post subject: |
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| CSDefender wrote: | | See that is where your general problem lies, the customer is not always right!!! |
I have to shake my head at this. Normally I would laugh out loud at what you are saying, but the truth is that it is just not funny.
This is one of the reasons why so many companies go bankrupt, because they have people working for them, that have the wrong attitude towards customers.
Don't you understand that CUSTOMERS = MONEY ???
Where do you think your wages come from?
| CSDefender wrote: |
That iS why we have a job.... |
I can assure you that if I had my way, YOU WOULD HAVE NO JOB and if I took over an existing company, it wouldn't take me long to find a good reason to give you your P45.
You would be visiting your Job Centre quicker than one could say......Lovefilm suck.
| CSDefender wrote: | Generally the customer does not understand how the business works and as such is wrong. It is only the customers who have the attitude of thinking that they are always right and not wanting to hear any answer that you are going to give them who are never going to understand the way that a business works because THEY THINK THEY KNOW IT ALL!
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This is a complete insult, because you are implying that customers haven't got any common sense.
Your above quote proves it.
| CSDefender wrote: | | Those who will listen to an answer and have a reasoned and intelligent conversation generally get a better understanding of why things happen and are able to find a solution which benefits both them and the company. |
That should be the case BOTH WAYS.
| CSDefender wrote: | | It is those who have an attitude problem that put themselves on the blade of a double sided sword which it is impossible to get off without serious injury!!! |
This should apply to yourself and all the people who do the same job as you.
Last edited by Jiltz on Wed Jun 22, 2005 6:53 pm; edited 1 time in total |
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Jiltz
Joined: 20 Apr 2005
Posts: 164
Location: UK
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| Posted: Wed Jun 22, 2005 6:50 pm Post subject: |
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| j2k4 wrote: | | Seriously, do you really think that if LF were breaking the law, as you say they would not be under investigation & being shut down by now? |
Not necessarily so, as internet trading with online companies, is still very much a grey area and there are still legal loopholes, where a company like Lovefilm could slip through.
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doblersdream
Joined: 26 May 2005
Posts: 77
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| Posted: Thu Jun 23, 2005 9:49 am Post subject: |
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[quote="j2k4"]Seriously, do you really think that if LF were breaking the law, as you say they would not be under investigation & being shut down by now?[quote]
What a stupid comment! Think, man!! By your logic, there would be no criminals loose in the world - they'd all be caught.
Lovefilm are in breach of, among other things, the Trade Descriptions Act. Believe me, they are being investigated, but these things take time. I assure you that they will not continue to get away with their current antics. |
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bazwaldo
Joined: 01 May 2005
Posts: 108
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| Posted: Wed Jun 29, 2005 1:01 pm Post subject: |
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Just come across this thread.Who are these guys insulting our intelligence,integrity and manners.Its pretty obvious by now that arguments put forward by people on this forum to LFCS are well informed,literate,thoughtful,imaginative and above all polite and all they get back is either standard replies read from an idiot board or down right rudeness,such as ''if you don't like it,leave''.
For CSDefender read LFCSDeafvendor.
For J2k4 read LFdonowrongJackass.
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pete917
Joined: 29 Apr 2006
Posts: 17
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| Posted: Thu May 04, 2006 4:29 pm Post subject: |
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| i have had a few reasons to call customer services and I have to say they have been nothing but helpful. Given there's no store to go to, its the only real touch point we have! |
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