"And yet so insistently has this obloquy of the word “servant” spread that every one sensitive to the feelings of others avoids using it exactly as one avoids using the word “cripple” when speaking to one who is slightly lame. Yet are not the best of us “servants” in the Church? And the highest of us “servants” of the people and the State?" --Emily Post, Etiquette
On Tuesday’s most holy Hallmark holiday, I received a call at approximately 7:30pm. As I was no stranger to my bottle of Kim Crawford pinot noir at this point, I assumed it was a secret Valentine admirer and picked up.
“Miss Ward?”
“Yes”
“We are sorry.”
“I probably forgive you, but who is this and what did you do to me?”
“This is flower shop. We running very late. Can we still come?”
“Is this a wrong number?”
“Is this Kaelan Ward?”
“Are we going in circles?”
Eventually we figured out that some kiiiiind, smaaaart and impooooortant individual was so nice as to sign and seal a token of affection, but trusted the wrong person to deliver.
I found the following note on my door the next morning: “Kaelan, Apt 2, you received a flower delivery at 11:30pm last night (2/14). We signed for them, but please pick them up soon. [neighbor]”
Ridiculous!
Not only is 8pm the last acceptable hour to deliver anything but Chicago’s Pizza to a drunk, but the delivery was 9 hours later than the sender was promised AND the delivery person opted not to use my cell phone number which they clearly had based on previous call, but rather to awaken my nieghbors.
Sorry it had to end this way, customer service.
I spent most of my teenage years berating my dad for his mistreatment of telemarketers and the short-straw Bowflex employee who had to follow up on the alleged Ward family black market for unpaid workout equipment. But as I grew older and became a Comcast subscriber, I began to hear the same mannerisms coming from my own mouth.
“This is unacceptable. UNACCEPTABLE.”
“Give me your cell number so I can call YOU during YOUR dinner.”
“Oh, don’t you think I won’t be checking every line item on that bill!”
“If I was as incompetent at my job as you seem to be at yours, I couldn’t afford the ridiculous price your service costs… because I would be FIRED.”
It’s hard to keep your cool when you’re the victim of carelessness, but unfortunately, it must be done.
The key to maintaining your manners while gently berating someone is to remember that the person on the other end of the line probably didn’t do it. And they probably have dealt with a lot of other angry people who it was done to.
Begin with commiseration: “Listen, I know this isn’t your fault, but it was so inconvenient and I really feel that there should be some sort of compensation. Isn’t there anything you can do? (followed by a gentle threat) I’d hate to have to switch [service].”
If that doesn’t work, go with a white lie: “When I said it was okay to deliver during the evening, I was unaware that you meant during the middle of the night. Your delivery at 11pm woke both of my kids up and we all spent a sleepless night.”
And finally: “You’ve been very helpful, but I need to speak with your manager.”
Note: For Comcast, you want to be referred to “retention.”
One of the pinnacles of etiquette is grace in the face of frustration, but it is so, so hard sometimes. However, regardless of how many flies you get with sugar or vinegar, the kind of person you become is directly related to how you treat the people around you. So serve your customer service people with a kind heart… and then post how bad the company is on Twitter.
Filed under: customer service, Uncategorized
Oh just admit nobody sent you flowers on Valentine's Day.
fine. no one sent me flowers on valentine's day.
#trixieproblems
Definitely Tweet about Comcast, (although I've been with them for decades and they've been ok.) Last time they came out, we were almost at the end of the four hour window, so I started taking "bets" on Twitter as to whether they would show up. Next thing I know a Comcast rep from Boston was Tweeting me, and called my local guy Pronto!
And then of course there's Yelp, which works wonders. And if you're a member of Angie's List, those vendors get really upset if they think you're going to give them less than an A.
So you kind of left us hanging here.... who were the flowers from??!! :)
congrats on the flowers, great tips! I will take note to use this for whenever my cell provider overcharges me (aka every month).
and don't forget, as rare an occasion as it may be, to ask for a manager when you get great or even good customer service. having been in customer service in various types of positions, it's good to hear that someone appreciates your effort.
As a director of a customer service department, I feel that I need to point out that the customer can be wrong. And when customers realize they were mistaken or misunderstood the policy that they signed, they tend to become embarrassed, which serves only to make them [more] furious. So, if the "charge" that you're calling about turns out to be the credit that you were promised, don't yell that it should have been more obvious on your bill - thank the rep for their time and hang up. True story.
Spaltor - totally agree, and I'm the first to say when I'm wrong. BUT there are also occasions when someone is distinctly unhelpful. And note that never do I ever encourage meanness, yelling or forgoing a thank you.
That's very true, and appreciated that you are not encouraging poor behavior to individuals on the phone. However, you are encouraging lying to make your situation appear more extreme, and potential libel on social networking sites, in hopes of a response that is more in your favor.
Don't get me wrong - legitimate complaints should always be heard and dealt with. If they are not, then you have to take other means. However, if you've become so upset with a company that you want to write a scathing review of a company on Yelp or Angie's List, take a deep breath and maybe a break from the situation for an hour or two, and think about the situation with a clear head. Then maybe write to the the Company's CS or PR department before you defame them all over the internet.
I agree (except where you say I encourage libel or lying on social media - I didn't say to lie on the internet, but rather to the service provider which would be a lie, but not libelous. I encourage using the open forum that is social media for honest compliments and complaints alike). Everyone should take a deep breath before reacting - or tweeting!
A "scathing" review implies the language is less than polite - and as noted in my previous comment, that ain't right. However, sites like Yelp! and Angie's List are designed to provide reasonably worded feedback - like "They were 11 hours late and interrupted my beauty sleep!"
I wish everyone would read this and take it to heart. I worked for 18 months in a call centre for a major US wireless provider and I took SO many calls over that time where the first thing I would hear out of the customer's mouth would be screamed abuse. Yea. I would do my polite opening spiel and get shouted at, sworn at as their first reply. Sometimes they would continue to yell and swear after I'd politely asked them to speak quietly and not swear the three times policy demanded before I could put them on hold and cry. I had a nervous breakdown while working there.