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Do you speak up when you are unhappy with customer service from a business?

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#1 umop-apisdn

Posted 06 February 2013 - 08:18 PM

Do you speak up when you are unhappy with customer service from a business?

Yesterday I bought a freshly squeezed juice from a shop (cost nearly $7) and when I picked up the cup to have a drink, the lid came off and the juice went all down my t-shirt and covered one of my brand new shoes (they are fabric and you aren't meant to wash them). The person at the shop had put the wrong size lid on top of my cup, so it wasn't my fault. I had a good amount of my drink end up on the floor and on my top and shoe, and the stains won't come out. There was no offer to make up another juice or refund offered or anything.

Would you have asked for your money back and more if that had happened to you? I tend to avoid confrontation in these kinds of situations.

Edited by Sail to the Moon, 06 February 2013 - 08:20 PM.

#2 baking101

Posted 06 February 2013 - 08:29 PM

In your situation, yes, I would have asked them to make me another juice.

I am becoming increasingly assertive with poor customer service. I worked in service/retail for a long while and I only really complain when the service is due to poor effort. It's just not that hard to do your best.

I don't complain when it's not the person's fault - eg. At Woolies a couple of days ago, I had to wait because the screen locked and needed a supervisor to unlock it. The employee apologised, called her manager, explained the situation and we waited until the manager had finished serving her customer and came over. The young lady (I would say late high school) was friendly and chatted happily to me while we waited. The manager apologised for the wait. I have NO problem with this situation. But when someone shows they can't be ars*d trying, that gives me the irrits.

I ask assertively, without emotion and with a smile. I have had people bend over backwards to fix up issues.

I hope the juice doesn't wreck your clothes and shoes!

#3 icekool

Posted 06 February 2013 - 08:29 PM

They should have offered some sort of compensation for their mistake but I would probably walk out and never return.

#4 Duck-o-lah

Posted 06 February 2013 - 08:35 PM

Yes. As as business owner I would much prefer to be told if something is not satisfactory and have a chance to remedy the situation, rather than have the customer walk out, never to return.

In your situation I would have asked for another juice, this time with the correct sized lid.

#5 halcyondays

Posted 06 February 2013 - 08:35 PM

I always politely explain my problem with their service, and if the response is an eye roll or the equivalent fob off, I don't return and often tell my friends and acquaintances about the experience I had there.
I have no problem with people trying to fix the error to the best of their ability.

If it is a more costly mistake, I ask to speak to the manager.

#6 katrina24

Posted 06 February 2013 - 08:41 PM

I will give feedback about really poor service. Equally, if I receive great service I always give feedback about too - as high up the management chain as I can so that it gets noticed.

#7 qak

Posted 06 February 2013 - 08:51 PM

I had to call a financial institution on Monday about one of their forms, because I wasn't sure how to fill it out for a client.  When I spoke to the customer 'service' person she said she could not take responsibility for what she was going to tell me. I was WTF? and said "that doesn't sound very helpful" LOL.  

She had to go away and ask someone the answers to my questions I did ask.  Given her response I thought I would figure out the rest myself.

15 minutes later I had a call back from (I assume he was) her manager.  He said he had listened to the recording of the call and wondered if I would give feedback!  He obviously considered her response was not ideal.  As I said to him, I don't expect everyone to know the answer to any question, but they would be better to just say so and try to find someone else who can help.

I don't know if she was new or having a bad day.  The manager answered the rest of my questions too, so I ended up happy with the overall outcome.

#8 Genabee

Posted 06 February 2013 - 08:52 PM

I always comment on excellent customer service - and equally, when the service is bad, I let it be known.

After spending a long time in the customer service industry, I am acutely sensitive to it. Nothing irritates me more, than poor customer service.

I tend to support small, local businesses over larger chains where possible, largely for this reason. I am happy to pay a littler bit extra and receive decent service.

#9 littlemissmessy

Posted 06 February 2013 - 08:58 PM

No I don't usually say anything, though I will sometimes write a review online. There are some cases where I can't complain anyway, even when I'm really angry about the service, eg, Dodo, Centrelink, the bank, etc

#10 Loore

Posted 06 February 2013 - 09:03 PM

It really depends on the situation and shop.  If its a small independent retailer then yes, I know how valuable bad feedback can be in small business.  If its a big chain store, generally not - they don't seem to care so much so I normally just don't go back.

#11 kpingitquiet

Posted 06 February 2013 - 09:10 PM

Yep, sure do. Was given a coffee drink once that was, in fact, nothing but the milk. They forgot the mix. I took it back and the drink was replaced with a side-order of two coffee vouchers.

I've also sent cold food back to be warmed, taken sweaters back for exchange when I discover a snag before they've been worn, phoned up grocers when items are missing from the order and kept phoning til I get some justice, and waited out Qantas on the phone for 3 hrs when they double charged our credit card for a big flight and (politely) demanded some sort of reimbursement for my time, the overdraft charges etc. Got it, too, not that I ever managed to use it lol.

My grandfather was kinda legendary for his letter writing to various utilities and businesses who shortchanged him or provided some other lackluster service. He was forever receiving vouchers, refunds, and complementary "sorry" items in return.

Maybe it's more of an American trait  wink.gif

#12 FiveAus

Posted 06 February 2013 - 09:19 PM

Email them. The management will want to know.
I was in a local electronic game shop once while my teenage daughter bought some games.
The young female manager was a high-handed, officious little b**ch to her much younger colleague, who was clearly new and very out of her depth, and desperately needed some friendly guidance.

Both girls were wearing name tags, and after we left, my daughter commented with how disgusting the young girl was treated by her manager, in front of  a store full of customers.

I found the company website and emailed the area manager. I had a prompt reply, then another one a day later from the state manager, and a further one from the national manager. My complaint was being taken very seriously, and I was assured that training would be implemented for both staff members to address the issues I'd raised.

#13 Liadan

Posted 06 February 2013 - 09:28 PM

Not always.

Working in retail, I know how important feedback is, and not just complaints, but compliments too. So if I have had excellent service, I do tend to go out of my way to provide feedback, and to give praise where it is deserved.

Complaints are far more common than compliments. I figure pretty much everyone complains, but hardly anyone compliments, so if I can make someone's day with a nice comment, I will, I know how much I value compliments, and compliments make a much bigger difference on my attitude towards work than complaints.

#14 Feral Madam Mim

Posted 06 February 2013 - 09:33 PM

It depends on the situation  original.gif

#15 *Mrs_Cullen*

Posted 06 February 2013 - 09:39 PM

Always..but I am also heavy handed with compliments when deserved too.

#16 wanting3

Posted 06 February 2013 - 09:45 PM

I am more inclined to compliment and continue the relationship, but if I am unhappy i am more than likely to just switch suppliers with out a qualm, and without a protest. I am finding however, that most companies will now try to keep your business, by offering better service when you complain, than if you just take the staus quo

#17 Mrs Dinosaurus

Posted 06 February 2013 - 09:49 PM

I tend to go to the trainer or manager - leaving a 16 year old high school student alone in a shoo they earn $10 an hour in is just dumb.

So yes, but I try  to tell people  who can change  the bad behaviour.

I would have asked for more juice.

#18 whatnamenow

Posted 06 February 2013 - 09:51 PM

QUOTE (katrina24 @ 06/02/2013, 08:41 PM) <{POST_SNAPBACK}>
I will give feedback about really poor service. Equally, if I receive great service I always give feedback about too - as high up the management chain as I can so that it gets noticed.

This is me too...  I also love our local brickbats and bouquets page on facebook.  Its great to be able to reccomend good business that have provided great service and also equally good to find out where has provided shoddy service.  Just this morning I got on there and raved about the good service i got at our local Target store.

#19 FeralGiggelosaurus

Posted 06 February 2013 - 09:57 PM

As someone who works in retail.....please always tell us or management when u have a problem.....but if you have great service, please, please, please ( if its a large company) put it in writing or email your experiences through.

Most seem happy to complain and yell ( not everyone does this) when thing don't go their way.
Very rarely do we ever get emailed of great service, ( even if told on a weekly basis how nice it is to Finally get some great service)

I'm not sure if many understand, that in a large chain, verbal compliments either to staff or managers go not further than a pat on the back.
An emailed compliment or complaint for that matter is taken seriously.
It will either end up in more training for the staff ( something which is always needed) or written recognition of their good work ( again always appreciated by the staff ( this also encourages continued great service)

I personally believe that yes....you can vote with your feet, but really, that doesn't help the next person who comes along. I prefer to complain or compliment whenever I can.

#20 Spring Chickadee

Posted 06 February 2013 - 10:04 PM

I bought a big ticket item (12k worth) and the item had over 15 defects in the first 2 weeks. I was livid and the initial response from the owner of the business was not good enough and would not resolve the issues. I stood my ground (respectfully) and the owner lost it at me, verbally abused me and told me i'd have to take him to court and even then if i won he would not pay a cent!

So I wrote numerous online reviews outlining the issues I had encountered. He rang me the next day as 2 orders had been pulled and my reviews were somehow showing above his website on google so he was freaking out. He sent someone from another state to pick up the items, fixed and upgraded all the problems and gave me 2k cash. In return I updated the reviews to show the matter was resolved.

#21 elizabethany

Posted 06 February 2013 - 10:13 PM

QUOTE (Liadan @ 06/02/2013, 10:28 PM) <{POST_SNAPBACK}>
Not always.

Working in retail, I know how important feedback is, and not just complaints, but compliments too. So if I have had excellent service, I do tend to go out of my way to provide feedback, and to give praise where it is deserved.

Complaints are far more common than compliments. I figure pretty much everyone complains, but hardly anyone compliments, so if I can make someone's day with a nice comment, I will, I know how much I value compliments, and compliments make a much bigger difference on my attitude towards work than complaints.

Please do not ask to talk to a manager to give a compliment for anyone in a call centre.  Sure it is nice to recieve the compliment, but one of the most important KPI's they are paid on is call length, and your compliment makes that worse.  Instead write a letter or email with call details and your compliment.  If you have a complaint, feel free to do it in the same call.

Personally, I don't complain to businesses much, I just stop going.  I tend to go to the bigger businesses, because I get better service, the local small businesses just don't seem to care.  I stopped going to my local fish and chips place when they put up a sign complaining about the carbon tax.  I don't care if they put up their prices because of it (they have to recover costs), but I do care about them playing politics when all I want is dinner.

When I put a complaint into Coles via their website about not being able to find jersey caramels, I got a call from the local manager the next day, and they were stocked the next week (and still are, 2 years later).  That was good customer service.

#22 ~ky~

Posted 07 February 2013 - 03:39 AM

Yes, I speak up when I am unhappy.

I speak up louder, when I am happy.

#23 livvie7586

Posted 07 February 2013 - 07:06 AM

QUOTE (*Mrs_Cullen* @ 06/02/2013, 10:39 PM) <{POST_SNAPBACK}>
Always..but I am also heavy handed with compliments when deserved too.

this.  i complain when i see the need, but also compliment when i feel the service has been above and beyond (having worked in retail i know how lovely it can be for a customer to bother to say something to a manager if you do the right thing)

#24 glasnost

Posted 07 February 2013 - 07:19 AM

One thing is for sure- I never complain in a restaurant until I have been served my food. Too many stories of chefs etc spitting (or worse) in meals.

#25 Hands Up

Posted 07 February 2013 - 07:34 AM

Yes, I would and do give feedback.

Our local cafe is run by a very rude man. When you walk into order at the cashier (not table service) he just says "yes?"

The other day when I went in and he said that I thought there was someone in front of me so I said nothing and waited. He then said "yes, you!"

I said "you know for a cafe that relies on it's local customers, you seem quite outraged that I am looking for service. Forget it" and walked out. I will not put up with anyone giving me bad service when I have shelled out hard earned dollars. I will not go back to that cafe again as we have three to choose from.

I will also smile, say thank you, and leave tips for good service. It goes both ways.

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