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Started By
Message
How do you deal with irate customers?
Posted on 11/3/14 at 9:39 am
Posted on 11/3/14 at 9:39 am
Normally, I view customer complaints as an opportunity for us to improve our business. Turn a negative into a positive. The ones that complain are vested and want to see a correction. No problem, I'll do whatever I can to make the situation right again. The ones that walk away without letting you know, no chance to save them.
With that said, I received a complaint from a customer letting me know that I don't understand her frustrations or care to (which I do and conveyed). She informed me that I don't have to honor her request for reimbursement, but I WILL reimburse her for the expenses incurred while she was put into a difficult situation.
I'm willing to be flexible, have apologized for the inconvenience we caused her (and added stress) and let her know that we are actively working together to ensure that all identified issues are handled in a very timely and responsive manner.
How do you deal with customers who DEMAND x number of dollars for reimbursement? Another apology will be issued, but likely not good enough in this situation. It appears to be all about the money.
With that said, I received a complaint from a customer letting me know that I don't understand her frustrations or care to (which I do and conveyed). She informed me that I don't have to honor her request for reimbursement, but I WILL reimburse her for the expenses incurred while she was put into a difficult situation.
I'm willing to be flexible, have apologized for the inconvenience we caused her (and added stress) and let her know that we are actively working together to ensure that all identified issues are handled in a very timely and responsive manner.
How do you deal with customers who DEMAND x number of dollars for reimbursement? Another apology will be issued, but likely not good enough in this situation. It appears to be all about the money.
12
Posted on 11/3/14 at 9:40 am to Will Cover
When I say NO PICKLE I mean no fricking pickle!
Posted on 11/3/14 at 9:41 am to Will Cover
quote:
How do you deal with customers who DEMAND x number of dollars for reimbursement? Another apology will be issued, but likely not good enough in this situation
Tell them no and continue to go about your day.
Posted on 11/3/14 at 9:44 am to Will Cover
quote:Hold up. She said that you don't have reimburse her, but then demanded that you reimburse her
She informed me that I don't have to honor her request for reimbursement, but I WILL reimburse her for the expenses incurred while she was put into a difficult situation.
Posted on 11/3/14 at 9:44 am to terd ferguson
quote:
When I say NO PICKLE I mean no fricking pickle!
Saw this in Morgantown a couple of years ago heading home from an Ohio State game.
Guy storms up to the counter at McDonald's and goes off on the girl (who didn't take his) order about ketchup being on the burger. She apologizes and says they'll make another one. He throws the whole tray of food at the staff behind the counter while screaming at them and storms out. On the way out he squeezed his cup so hard that all of the soda spilled on his hand so he threw that on the ground.
My son and I got out of there before the lunatic came back with a gun.
Posted on 11/3/14 at 9:50 am to Will Cover
quote:
How do you deal with customers who DEMAND x number of dollars for reimbursement?
Depends on the magnitude of the screw-up. You are apologizing, so obviously there was a mistake on your part. Hard to say what I'd do without details.
Do you feel that you owe her money?
Posted on 11/3/14 at 9:50 am to ForeverLSU02
quote:
Hold up. She said that you don't have reimburse her, but then demanded that you reimburse her
Yes, rather confusing, but I figure she is irate?
Posted on 11/3/14 at 10:03 am to Booyow
quote:
Depends on the magnitude of the screw-up. You are apologizing, so obviously there was a mistake on your part. Hard to say what I'd do without details.
She experienced an issue with a sewer backup in her apartment that caused her to relocate temporarily. Not something I could have prevented, however we apologized and have corrected the situation.
This post was edited on 11/3/14 at 10:04 am
Posted on 11/3/14 at 10:03 am to Will Cover
quote:
Yes, rather confusing, but I figure she is irate?
Recently DirecTV admitted I didn't order a product and reversed the charges but said I still had to pay late fees on it.
I felt like I was in the twilight zone when the person didn't understand that if I didn't order something and they reversed the charges I shouldn't have to pay late fees. Finally I got a "manager" to reverse them and she agreed the first person I spoke with was an idiot but some people are just retarded I guess.Posted on 11/3/14 at 10:10 am to lsu480
I got another one of those opinion calls during supper, again, the other night. When I explained this to the lady she had no compassion - oh, it will only take a couple of minutes she said. I said okay but I've got a question for you. She said okay. I said "do you get paid for what you're doing". She said yes. I told her, then when I get paid for answering a question that you are getting paid to ask, then I'll be happy to participate in your poll.
She hung up.
She hung up.
Posted on 11/3/14 at 10:11 am to terd ferguson
quote:
When I say NO PICKLE I mean no fricking pickle!
And then they want more hourly pay...
Posted on 11/3/14 at 10:12 am to Will Cover
Depends on the situation. The three factors of every sale in our office are quality, price, and service. If I'm dealing with a customer who made the purchasing decision based primarily or solely on price, they have forfeited the right to complain about service and quality. I will tell those people to deal with it if we didn't screw up (if we screwed up, I'll try and fix it). Now if it's someone who purchased based on good service and/or good quality and we didn't meet those expectations, I will try and bend over backwards for them to do the right thing as they sacrificed the price option and we didn't live up to our end of the bargain.
Sometimes shite just happens though, and you have to explain to the customer that. Like last week I didn't receive and order from a supplier because they didn't receive something from their supplier and so on. The client was pissed and was threatening to back charge us all this stuff. I just let him rant. I then explained to him that we were all at the mercy of the raw materials and we were trying our best to expedite the products. Most of the times you can be calm and rational and they'll cool down. They might not be happy, but they won't be angry.
Sometimes shite just happens though, and you have to explain to the customer that. Like last week I didn't receive and order from a supplier because they didn't receive something from their supplier and so on. The client was pissed and was threatening to back charge us all this stuff. I just let him rant. I then explained to him that we were all at the mercy of the raw materials and we were trying our best to expedite the products. Most of the times you can be calm and rational and they'll cool down. They might not be happy, but they won't be angry.
Posted on 11/3/14 at 10:15 am to BottomlandBrew
customers suck
Thank the Lord I don't have to deal with them.
Thank the Lord I don't have to deal with them.
Posted on 11/3/14 at 10:15 am to Will Cover
Sounds like you handled it correctly.
It seems to me that some customers complain when nothing is wrong because they know that they will be able to get free stuff out of it. It seems like the difficulty is in recognizing these situations and how to deal with them. In truth, a lot of the time it will get an otherwise properly serviced customer extra because you at least initially need to treat them as if they have been "wronged." The question is where do you draw the line where you decide that you are getting scammed.
It seems to me that some customers complain when nothing is wrong because they know that they will be able to get free stuff out of it. It seems like the difficulty is in recognizing these situations and how to deal with them. In truth, a lot of the time it will get an otherwise properly serviced customer extra because you at least initially need to treat them as if they have been "wronged." The question is where do you draw the line where you decide that you are getting scammed.
Posted on 11/3/14 at 10:20 am to Peazey
Some people you just can't make happy, they are miserable fricks.
She's just using this as an angle to get something out of you and that something is money. If you feel that paying her to shut up is justified, then pay up. If you don't, tell her sorry. What's she going to do, move because of 1 issue? That would be irrational.
She's just using this as an angle to get something out of you and that something is money. If you feel that paying her to shut up is justified, then pay up. If you don't, tell her sorry. What's she going to do, move because of 1 issue? That would be irrational.
Posted on 11/3/14 at 10:20 am to Peazey
quote:
The question is where do you draw the line where you decide that you are getting scammed.
In addition to a credit amount this customer is asking for, this customer is asking for us to pay for dog boarding services, as the dog was displaced as well.
This post was edited on 11/3/14 at 10:22 am
Posted on 11/3/14 at 10:24 am to Will Cover
My mother in law is the irate customer from hell. If she's in the mood, perfect customer service can't keep her from becoming an irate customer.
I have witnessed her return a 6 year old laptop for full purchase price, and receive a replacement freezer + a gift card in the purchase amount. She seems rather proud of this.
As for your situation - you did everything you should. If worse came to worse, let her move out without enforcing the lease and move on.
I have witnessed her return a 6 year old laptop for full purchase price, and receive a replacement freezer + a gift card in the purchase amount. She seems rather proud of this.
As for your situation - you did everything you should. If worse came to worse, let her move out without enforcing the lease and move on.
Posted on 11/3/14 at 10:26 am to ForeverLSU02
quote:
She said that you don't have reimburse her, but then demanded that you reimburse her
how is that demanding?
Posted on 11/3/14 at 10:28 am to Will Cover
quote:
this customer is asking for us to pay for dog boarding services, as the dog was displaced as well.
I take it you're dealing with a single elderly person on a fixed income.
If so, that's a very legit request.
Posted on 11/3/14 at 10:31 am to lsu480
quote:
Recently DirecTV admitted I didn't order a product and reversed the charges but said I still had to pay late fees on it. I felt like I was in the twilight zone when the person didn't understand that if I didn't order something and they reversed the charges I shouldn't have to pay late fees. Finally I got a "manager" to reverse them and she agreed the first person I spoke with was an idiot but some people are just retarded I guess.
This kind of shite happens to me all the time with Comcast. No two bills are ever the same, and I feel like I'm always calling to correct something. I gave up and went to Uverse but they are only slightly better.
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