Arrrgghhhhh /rant

The key to getting your way when on the phone to customer services: Remain calm but make it evident that there is extreme malevolence bubbling just under the surface.

The key to getting your way when face-to-face with customer services: maintain eye contact at all times...Until they start to crack. At which point, stare at their left ear; they won't be able to concentrate and you can start to mould them towards what you're after.

*n
 
stoofa said:
Muppets they maybe, annoying no doubt.
But shouting at the first girl you spoke to on the phone and almost reducing her to tears - really required?
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personally i think she is clearly incapable of doing the job. being on the phones means getting shouted at now and then, the person is on the end of the phone, not in your face. if you get upset by someone haviing a whinge on the end of the phone then dont do the job.
her emotions stopped her doing her best.
 
Morba said:
personally i think she is clearly incapable of doing the job. being on the phones means getting shouted at now and then, the person is on the end of the phone, not in your face. if you get upset by someone haviing a whinge on the end of the phone then dont do the job.
her emotions stopped her doing her best.
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We are still people you know, it's no different from someone coming into a shop and having a go at you for something. People seem to think that just because we're on the other end of the phone that it gives them a right to be abusive.

The girl is only as good as the training she has had.
 
Dav2205 said:
The girl is only as good as the training she has had.
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Which was clearly useless.

The second person I spoke to after telling her to get someone who knew what they were doing was actually much better, and I didn't get anyhere near as angry and frustrated as I did with the first girl.
 
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I agree with you blowing your top at her if she kept going on and on and not helping. Aslong as you gave her as much information as she might have needed then so be it.

I had a grumpy guy on the phone at work with the fact that he needs a bike thats blue,is £80 and is a 14".......i have to ask a lot of questions to find out what exactly the guys after,he does his nut at me im like stfu ima go get the manager. You have bad days and good days,she was probably on a bad day.
 
I've just bought a brown leather sofa from (what sounds like) the same catalogue shop. Mine is due to be delivered on the week of the 20th so I hope they haven't just given you mine!!
 
eidolon said:
I've just bought a brown leather sofa from (what sounds like) the same catalogue shop. Mine is due to be delivered on the week of the 20th so I hope they haven't just given you mine!!
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Nope, they sent a cream one instead of the brown one I ordered.

EDIT: Actually I think I misunderstood you, the alternative one they are giving me is basically a new order, so it shouldn't be yours ;)
 
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DreXeL said:
The second person I spoke to after telling her to get someone who knew what they were doing was actually much better, and I didn't get anyhere near as angry and frustrated as I did with the first girl.
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Are you sure? It sounds more like the first girl told you the truth and the second one lied to you twice in order to calm you down and get you off the phone - i.e. that they may be able to get one off of another customer order (never going to happen) and that they would phone you back.

Still if you prefer to be lied to in order to get you to calm down and get off the phone, and then have to sit waiting for a call that never comes, rather than just being told the truth up front then so be it. At the end of the day there was no sofa available for you, and still isn't.
 
merlin said:
Muppets, how can you pack the wrong sofa?

I had fun with MFI - ordered a Sofa, 6 weeks delivery, that came and passed, got messed around for another 4 weeks, various delivery dates.

I think it got to 4 months then I gave up, asked for a refund - and they tried to refund me the current price which was £100 less. Er I dont think so sunshine - got full refund in the end.
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With this kind of think I always think they should take payment on dispatch, or when they refund they should give you some form of interest on it as the money would have been in the bank otherwise.
 
wolseley said:
Are you sure? It sounds more like the first girl told you the truth and the second one lied to you twice in order to calm you down and get you off the phone - i.e. that they may be able to get one off of another customer order (never going to happen) and that they would phone you back.

Still if you prefer to be lied to in order to get you to calm down and get off the phone, and then have to sit waiting for a call that never comes, rather than just being told the truth up front then so be it. At the end of the day there was no sofa available for you, and still isn't.
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No, that's not what happened.

The first girl was giving the impression that they were going to do NOTHING, and didn't even try to help. The second girl did actually try to help, she (supposedly) called the delievery drivers, she actually went to the effort of trying to find out if there are any in the warehouse, or at least appeared to. And at the end of the day the second girl actually got things moving as opposed to just spouting the same line again and again. Either way, the call was handled a lot better by the second person I spoke to, that's a fact.

Can't believe this thread is 2 pages long already, I was just having a rant ;)

My apologies to anyone who's wasted 2 minutes of there life reading this thread hoping for something exciting ;)
 
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DreXeL said:
No, that's not what happened.

The first girl was giving the impression that they were going to do NOTHING, and didn't even try to help. The second girl did actually try to help, she (supposedly) called the delievery drivers, she actually went to the effort of trying to find out if there are any in the warehouse, or at least appeared to. And at the end of the day the second girl actually got things moving as opposed to just spouting the same line again and again. Either way, the call was handled a lot better by the second person I spoke to, that's a fact.
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Fair enough. We've all been in a similar situation, and it is very frustrating. I do agree that even if the second girl wasn't actually doing what she said she was, she certainly seemed to be better at diffusing the situation, which is a large aspect of good customer service.

I'm glad it appears to have turned out well in the end.
 
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