Saturday, September 20, 2014

no one ever told me so it's not my fault

I have not posted for so long because everything that was blog worthy also seemed boring to me and I couldn't work up the enthusiasm to stay angry enough to write about it.

Today really sucked because of an email exchange I had with a customer.  I won't go into the details because it is boring and private, but I will say that it fell in line my current extreme annoyance:  the customer complaint of never being told something.

I feel like this is an excuse that customers are really laying on thick lately, possibly in response to great customer service and multiple assurances in writing, with their signatures, that they are getting exactly what they want.

When something goes awry, the customer comes back with a complaint followed by "NO ONE EVER TOLD ME."  I am at work all the time and I spend a great portion of my day training and working with other people.  Trust me, those people are getting thorough paperwork and being told important information.  What else is there to talk about?  They hope that by claiming they were never told, they can blackmail the business into free goods or services because dissatisfied customers write bad reviews.  Shit-tay!

It is seriously offensive to me and my co-workers when someone tries to frame a situation as though we purposely mislead them.  We would absolutely not benefit from that.  The customer should be embarrassed to speak those words.  It means they weren't listening and are incapable of any record keeping, research, or responsibility.  Yes, that thing you bought?  You will have to clean it and it is not the store's responsibility.

1 comment:

  1. "You will have to clean it and it is not the store's responsibility." Seriously, you have to tell this to someone?! Someone needs to tell you some things, and if your boss won't, I will:
    A - This is NOT. YOUR. FAULT.
    B - EVERY responsible adult should be aware that when they own something, it's their responsibility to take care of it. Hell, everyone over the age of seven should know this.
    C - I don't know if there's any effective way to keep asshole customers from being assholes; but, I hope for your sake that you can take the high road, and that your employer will back you up. Despite the shitty situation you've had to deal with, the majority of customers aren't such asshats (trivia! In Canada, you can call them butt-tuques). Despite the occasional drawbacks, you can actually usually trust your customers, and they'll return your trust... if you don't believe me, search Amazon or your favorite bookseller / library for a book called "The Speed of Trust."

    PS You're really a good writer. If no one has told you, someone should tell you now, and it may as well be me.