Author Topic: Customer service etiquette  (Read 49022 times)

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Finduilas

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Re: Customer service etiquette
« Reply #30 on: March 13, 2009, 03:47:19 PM »
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Lisbeth

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Re: Customer service etiquette
« Reply #31 on: March 13, 2009, 05:28:28 PM »
ETA:
Customer service folks:
As an addendum to what KeenReader said in the first post, it is okay to be called "Lady" if you are dealing with people whose first language is not English.  I get called "Lady" a lot, but I know a lot of people in my area are from Spanish-speaking nations, and I guess they thought "Lady" was the best approximation for "Senora" (how do you make the n with the tilde?)

I know "Doa" (respectful form of address for women in Spanish) translates into "Lady" in English, but unfortunately it doesn't have the same connotations in the situation in English that it does in Spanish.  I seriously advise against it. 

"Ma'am" is generally a more appropriate form of address, especially in the South, than "Lady."  Still, people claim to be offended by that.  I think that the important thing is to avoid "Lady."
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StaciNadia

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Re: Customer service etiquette
« Reply #32 on: March 13, 2009, 06:43:06 PM »
ETA:
Customer service folks:
As an addendum to what KeenReader said in the first post, it is okay to be called "Lady" if you are dealing with people whose first language is not English.  I get called "Lady" a lot, but I know a lot of people in my area are from Spanish-speaking nations, and I guess they thought "Lady" was the best approximation for "Senora" (how do you make the n with the tilde?)

I know "Doa" (respectful form of address for women in Spanish) translates into "Lady" in English, but unfortunately it doesn't have the same connotations in the situation in English that it does in Spanish.  I seriously advise against it. 

"Ma'am" is generally a more appropriate form of address, especially in the South, than "Lady."  Still, people claim to be offended by that.  I think that the important thing is to avoid "Lady."

Oh, I definitely prefer to be called "Ma'am", but if a Spanish speaker says "Lady", I don't mind, because I wouldn't feel right at all correcting their English.

Mopsy428

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Re: Customer service etiquette
« Reply #33 on: March 17, 2009, 01:03:24 PM »
Customers:

Do NOT interrupt me when I'm explaining something. WAIT until it's your turn to speak, and then voice your concerns. Chances are that I'm going to the heart of your question in a bit.

Ex. One customer wanted to what all the charges were on her bill because she never was charged for them in whatever state she lived in before. I started to say, "These charges aren't additional charges. Every utility company charges for these things, but..." and then I was interrupted with a rant. If the ranter had waited for me to finish, she would have found out that this state requires the company to break down the charges.

LISTEN to what I am saying. Asking the same question over and over is not going to change the answer.

If I call you back, asking you to call me back as soon as possible because it is important (sometimes numerous times), do not complain when something "bad" happens and say it is our fault. We try to do everything to help you, but we aren't your parents.

Do NOT call customer service and whine about how we should be keeping track of your account and notify you that your balance is low. Once again, we are not your parents. We have thousands and thousands of customers. You are responsible for your account.

Do not try to guilt trip me into doing something for you or demand that you should get special treatment because of your situation. It doesn't work.

Ex. When I worked at the utility company, a few times, I'd get calls from people who had their power shut off and DEMANDED that we turn them back on with no payment because they had a baby at home OR they had little kids at home who couldn't watch TV. Sorry. Having kids doesn't mean we have to bend over backwards for you.

Edited for grammar
« Last Edit: August 27, 2009, 03:27:39 PM by Mopsy428 »

geordicat

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Re: Customer service etiquette
« Reply #34 on: March 31, 2009, 02:20:22 PM »
In interacting with CSR's... "Please/Thank you" go VERY far.  Trust me.

Also if you call a company and are upset about whatever, do not take it out on the CSR.  I have said more than once "I'm sorry, I'm not made *at you* I'm just upset over X.  I'd like to go over it slowly so I understand where the mistake is.  Can you help me?"  And it's like the clouds part and I get excellent service.
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snoopygirl

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Re: Customer service etiquette
« Reply #35 on: April 01, 2009, 05:02:45 AM »
In interacting with CSR's... "Please/Thank you" go VERY far.  Trust me.

Also if you call a company and are upset about whatever, do not take it out on the CSR.  I have said more than once "I'm sorry, I'm not made *at you* I'm just upset over X.  I'd like to go over it slowly so I understand where the mistake is.  Can you help me?"  And it's like the clouds part and I get excellent service.

And if you do tell somebody I am not mad at you don't then use it to justify being verbally abusive to the person on the other end of the phone. If you say it and are calm I will understand and will most likely tell you I understand that  it is fustrating to have no internet or have your flight be delayed. However, if you say it and then continue shouting at me I will be as polite as I have to be but I am not going to go out of my way for you. Yes this has happened. I have tried to help somebody fix their internet ( my company moved me to a new department doing tech support) and somebody says I am not mad at you but am upset that my internet has not worked since I switched to your provider. Fair enough. Then they go off at me for me making suggestions ( all suggestions I have to say mind you all the while I am thinking this is not going to work as they most likely tried these before) and trying to help them.

MissRose

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Re: Customer service etiquette
« Reply #36 on: April 01, 2009, 05:55:18 AM »
I know what you mean by that snoopygirl ... I work for an internet provider myself doing tech support, and I've heard just about everything good and bad regarding issues customers are having.  I would prefer a customer be calm as possible even though their situation is frustrating & causing issues for them.  Like you, I am more than willing to bend over backwards for a customer who is being nice to me vs. one who is directing their anger towards me for a situation me as a support person can't control.  I also have to check certain things for a reported issue we are asked to check with the customer before any trouble tickets are submitted, not all customer realize we need to check things and ask certain questions of them.  At my place of work, during training we were told approximately 85% of issues were something that the customer has some form of control over not us but that doesn't mean we will be thinking on every call all issues are a customer's fault.

And if you do tell somebody I am not mad at you don't then use it to justify being verbally abusive to the person on the other end of the phone. If you say it and are calm I will understand and will most likely tell you I understand that  it is fustrating to have no internet or have your flight be delayed. However, if you say it and then continue shouting at me I will be as polite as I have to be but I am not going to go out of my way for you. Yes this has happened. I have tried to help somebody fix their internet ( my company moved me to a new department doing tech support) and somebody says I am not mad at you but am upset that my internet has not worked since I switched to your provider. Fair enough. Then they go off at me for me making suggestions ( all suggestions I have to say mind you all the while I am thinking this is not going to work as they most likely tried these before) and trying to help them.

Mopsy428

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Re: Customer service etiquette
« Reply #37 on: August 27, 2009, 09:30:41 PM »
Here's another one for customers:

If there is a new person at the bank or other place where you generally need ID, but don't show it because the workers recognize you, don't throw a hissy fit because the new person asks you for ID, and then proceed to claim that "everyone here" knows you, and you've been coming here for over 10 years. Do not ask, "Don't you know who I am?!" Sorry, I don't. That's why I'm asking you for ID. Also, it doesn't matter if you have been here 50 years or 1 month. I just started and can't tell you apart from Adam, so you are going to have to show me some ID.

JoW

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Re: Customer service etiquette
« Reply #38 on: September 12, 2009, 11:47:11 PM »
.... it is okay to be called "Lady" if you are dealing with people whose first language is not English.  I get called "Lady" a lot, but I know a lot of people in my area are from Spanish-speaking nations, and I guess they thought "Lady" was the best approximation for "Senora" ...

I wondered about that.  We have a new guy at work cleaning the offices, and he often calls me "lady".  Apparently he is using a polite greeting translated from his native language.  Its much less annoying now.  Thanks. 

Fluffy Cat

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Re: Customer service etiquette
« Reply #39 on: September 25, 2009, 06:03:11 PM »
13.  If you are obligated by your company policy to disregard one of these rules, attempt to do so with as much politeness as possible.  In that case, it is the policy (and those who decide the policy) that is rude.  If the option is available, please feel free to point any dissatisfied customer toward the appropriate department regarding policy complaints and be apologetic while doing so.
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MasterofSquirrels

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Re: Customer service etiquette
« Reply #40 on: November 13, 2009, 12:10:06 PM »
customers:
Please don't lie. there is a reason the policy is the way it is.. it may be because unscrupulous customers before you lied, or the CEO just likes to make our (employees) lives difficult. either way... it's not up to me. lying won't help either of us. 
and if you are upset with service and you complain, don't make up details to make your situation sound worse than it really was. getting someone fired because they didn't smile doesn't help anyone... and if every complaint recieved is *That Heinous* corporate won't take any complaints seriously.. (at least i hope) 

CSRs/Cashiers:
I know that i am not a "somebody" to you, please though, when i am in your lane/line/table/whatever.. make me feel like i am. at the very least smile and say "hello"

Mopsy428

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Re: Customer service etiquette
« Reply #41 on: November 15, 2009, 11:00:49 PM »
Quote
CSRs/Cashiers:
I know that i am not a "somebody" to you, please though, when i am in your lane/line/table/whatever.. make me feel like i am. at the very least smile and say "hello"

And please don't continue on your conversation with the employee next to you.

I'm not sure if this is a recent trend, but now it seems like everywhere I go, cashiers do this. I find it *so* rude. If I did that when I worked in retail, my boss would have written me up--or fired me!

kitty-cat

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Re: Customer service etiquette
« Reply #42 on: November 16, 2009, 09:11:27 AM »
This one is my fantasy for retail...

Customers:  If buying alchohol at my store, please have your ID out and waiting-yes I need your ID even if you were in here yesterday buying the same item.  And it doesn't matter if you are 21 or 101, I still need it.  I have to card my own mom if she comes in.  And no, I can't sell you the alchohol without an ID, and I won't.

Please have your money out and waiting.  Don't wait until I have finished scanning all of your items before STARTING to dig for your wallet.  Or to pull out the checkbook.  Doing either one of those things really messes with my time score and I don't want to get in trouble for a low score because you (generic) take 5 minutes to write a check.  (I'm not bitter, nooooo......)

If you have reusable bags with you, don't bury them under everything.  Please keep them up in the seat of the buggy so I don't start putting your stuff in plastic bags. And yes, I do know how to pack a reusable bag, and no, you don't get the reusable bag discount if I don't put the stuff directly in the bag.  (One person had me put stuff in plastic so she could put into the reusable.)

Please for the love of diety, if you are getting multiple types of apples, please put each type in a seperate bag.  They might cost the same per pound, but inventory needs to know how many we need during restock.  On the same note, please don't roll your eyes when I reach for the fruit/veggie code sheet.  I haven't been here long and I'm still learning them.

If the manager says we can't price match this, please don't argue with her.  That only makes her upset, and I have to close the store-she says when we go home.

Please don't mess up the folded displays.  I understand that you might need to lift a few to get to your size, or to grab a few sizes. But please don't just ball it up and drop it back on the table.  If anything, give it to the person working in the fitting room-much easier to fold 10 over the course of the day than 10 when we are closing and want to go home. 

If I tell you your card has been declined, please don't get angry with me.  I have no control over your card working or not. This may sound rude, but it is your duty to make sure that you either have the money in your bank acct. or to pay the bill in a timley manner.  (one guy put his store card payment in the mail on veterans day, and it still wasn't in on Sunday- not my fault....)

Sorry this is so long, it's been an interesting month.  Oh, and yes, those frozen turkeys are heavy-this is the 20th one I have lifted today...




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Switcher

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Re: Customer service etiquette
« Reply #43 on: November 16, 2009, 03:31:56 PM »
This is kind of a pet peeve for me. Sales People- Please come to work well groomed. This is really particularly important for people in food service. I'm not asking for a full updo, but deodorant and clean hands please.

camlan

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Re: Customer service etiquette
« Reply #44 on: November 17, 2009, 09:16:02 AM »
This one is my fantasy for retail...



Please have your money out and waiting.  Don't wait until I have finished scanning all of your items before STARTING to dig for your wallet.  Or to pull out the checkbook.  Doing either one of those things really messes with my time score and I don't want to get in trouble for a low score because you (generic) take 5 minutes to write a check.  (I'm not bitter, nooooo......)

Please don't mess up the folded displays.  I understand that you might need to lift a few to get to your size, or to grab a few sizes. But please don't just ball it up and drop it back on the table.  If anything, give it to the person working in the fitting room-much easier to fold 10 over the course of the day than 10 when we are closing and want to go home. 



Kitty-Cat, I agree with most of what you wrote. But the two items above--the fishing for a wallet and the folded displays. I'm going to argue that the real problem with those two is not the customer, but the store management.

I did not realize until I read your post that a cashier might be timed on each transaction. (My mind is still boggling at this.) There are so many things that can delay a transaction. I'm just amazed that your company feels the need to do this. But, and I speak as someone who almost always has her wallet or debit card out and ready to go, it's a bit hard to blame the customer, who has no idea that there's a time limit for each transaction. In fact, knowing this would make me want never to shop at that store again.

And the folded clothes? Again, the management. While the display might look pretty, it's an inefficient system all around. It's hard to find the right size and color and you pretty much have to mess up the display in order to do so. If the clothes were either hung up, or folded and stacked in clearly marked piles by size, life would be easier for both shoppers and store personnel. And I never would have thought to take the shirt or whatever to the person at the fitting-room. I thought the item needed to stay at its own proper little table. I'll keep that in mind next time I shop at such a store.

Adding two more things to my "What I learned on E-Hell" list.
Nothing is impossible, the word itself says, Im possible! Audrey Hepburn