Jump to content

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


  • Please log in to reply
36 replies to this topic

#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.




1 user(s) are reading this topic

0 members, 1 guests, 0 anonymous users

 

Five ways my second pregnancy is second best

As I roll into the second half of "Pregnancy: The Sequel", here is breakdown of the differences I have found thus far.

Domestic politics

Why I felt guilty about having a cleaner

Coming home to a clean house was a pleasure – and yet, I felt uneasy.

'Ugly' hearing aid ad leaves parents fuming

When Alecia Donoghue found out her baby would need hearing aids she worried about him becoming the target for schoolyard bullies.

Have you seen these missing children?

The Australian Federal Police has released the following information to locate some of Australia's missing children through the Family Law Court.

Margarita time

Keira Knightley welcomes first child

British actress Keira Knightley has become a first-time mother.

IVF patients in the dark over which clinics are least successful

Couples with fertility problems have little way of knowing which IVF clinics are the best performers despite significant differences between clinic success rates.

Couple forced to defend their decision to become parents

They met, fell in love and got married. Then, just like couples everywhere, Simon and Vicky Moore decided it was time to have a baby.

The one parenting tip that made all the difference

Amongst the useless, ill-informed advice we're given as new parents, many of us also receive nuggets of wisdom that make our lives just that little bit easier.

Five lies you tell yourself when you're pregnant

You can see it all now: glowing mumma with her gorgeous babe ... you know exactly what you're going to be like. Or perhaps you know exactly what you're not going to be like.

Family expecting fourth set of twins

A couple is expecting their fourth set of twins in five years.

The day my daughter almost drowned

We had six adults standing there, so I felt like I could relax a bit. After all, what could go wrong with so much supervision?

Sydney siege survivor names baby after victim Katrina Dawson

A Sydney barrister who survived the Lindt cafe siege has named her newborn daughter after her best friend who died in the tragedy.

The universal working mother experience

These days mothers need more than just traditional career advice.

Obama feels full force of toddler tantrum

Shopping centres, restaurants, the White House ... the list of places toddlers like to throw tantrums is endless.

Banishing bloat

How to avoid a bloated tummy

Here are some foods to eat in order to escape feeling ghastly and gassy.

The great new picture book for anxious kids

My son is a worrier by nature. I learnt long ago that it was completely pointless to say to him "Don't worry about it!".

Budget stripped more than $15b from families

The combined impact of the two budgets for low and middle income people was "devastating", new analysis by the Australian Council of Social Service shows.

Pregnant women urged to get flu shots

As the winter chill starts to arrive, NSW Health is urging pregnant women to get their flu shots.

65-year-old gives birth to quadruplets

A 65-year-old German woman, who already has 13 children, has given birth to quadruplets.

What you need to know about pregnancy and health insurance

It's not just waiting periods that couples need to consider - there are other factors to consider when thinking about health insurance.

Yummy mummy

Nicole Trunfio breastfeeds baby on Elle magazine cover

Australian model Nicole Trunfio has taken the concept of multitasking to a fashionable new level for Elle Australia.

Warnings after baby girl died while sleeping in bouncer

Parents have been warned about the dangers of letting babies sleep in bouncers and swings following the death of a three-month-old girl.

Coping with fatigue as a parent

Sleep deprivation is a real hazard of caring for a baby. But there are ways to manage the challenges of fatigue better.

A very 21st century issue: parents, parks and smart phones

It's not all the parents, and it's not all the time, but there is often at least one doing it. And sometimes, that 'one' is me.

Appliances

Faulty washing machines linked to house fires

More than 80,000 faulty Samsung washing machines pose a fire threat in homes throughout Australia despite a nationwide recall of the machines.

7 things you might not know about postnatal depression

Despite its widespread nature, there is still a great amount of mystery surrounding PND - and it's important to try unravelling as much of that as we can.

Seven questions you should be asking about your health cover

If the last time you assessed your health cover was five years ago, there?s a chance it may no longer suit your needs. To ensure it?s still right for your family, click here for seven questions to ask.

 
Advertisement
 
Advertisement
 
 
 

What's hot on EB

How to use gas effectively in labour

Many women in labour don't use gas effectively and suffer more side effects than benefits. Here's how to get the most out of this pain relief option.

'He has gastro but that's okay, right?': sick kid etiquette

We cannot place all children who are sick in a bubble till they recover, but we can give other parents a choice about exposing their kids to them.

Welcome to Winter

Now that the colder months are here, Essential Baby as all the information you need for staying healthy and happy during the chilly season.

Ada Nicodemou: 'I can never be completely happy again'

Home and Away actress Ada Nicodemou has opened up about the loss of her stillborn baby.

10 things to consider when you're thinking about trying for a baby

Before you start tracking your menstrual cycle and reading up on the best positions to get pregnant, there are a few other things you may want to consider.

How special surgery and IVF can create a post-vasectomy baby

Cricket legend Glenn McGrath and his second wife Sara are expecting their first child together, thanks to IVF and a delicate surgical sperm retrieval process that helped the couple to conceive.

Belle Gibson's mother 'disgusted and embarrassed'

The mother of disgraced wellness blogger Belle Gibson has accused her daughter of lying about her childhood in an attempt to garner public sympathy.

Doctor's mobile phone 'left inside c-section mum'

A new mum claims a doctor left his mobile phone inside her after delivering her baby via caesarean section.

I'm a mum and I'm following my dreams

I want my kids to know that no matter what happens in life, you can still be who it is that you've always wanted to be.

Those first daycare days

I had this innate 'mum' moment the other day.

'If one person had listened, my life would have been so different'

Katherine's father will die in prison for the horrifying sexual abuse of his daughter. Yet she is the one with the true life sentence.

This new plan undermines breastfeeding and baby health at everyone's expense

Mothers, babies, the health system and the wider society are going to pay the price of this new budget.

Couple to celebrate terminally ill baby's birthday in unique way

Baby Jai Bishop has lived at Starship Hospital for the past seven months, with his parents flying back and forth from Hokitika, 1100km away, to be by his side.

Life On Mars

It's men who need 'retraining', not women

We are all responsible for our own behaviour. Telling victims to harden up is wrong.

Baby Gammy's dad tries to claim charity money

The biological father of baby Gammy has reportedly tried to access charity money raised for the little boy's medical costs.

Where are the childcare places?

It?s all very well to encourage women to work if they choose to, but how can the measures lead to increased workforce participation when women are once again left holding the baby?

The pain of not having babies and not knowing why

After seven years of wishing, hoping, crying, punching pillows and shouting "why me?!", the end result is more than I ever thought possible.

Getting your family finances in order

Whether you're after a new car for a growing family, a bigger house, or are just fixing up your finances, here are the basics on borrowing.

Mum shares graphic selfie to warn against tanning

A mum has shared a graphic photo of her skin cancer treatment as a warning to others.

Does parenthood make us happier?

We can certainly gain higher levels of happiness when we become parents, but the trick is to not get overwhelmed by the pressures of raising our kids.

No, having a dog is not like having a human child

It's obvious these people dote on their pets, but they're barking up the wrong tree.

 

Top baby names

Baby Names

The numbers are in and we can now bring you the 2014 top baby name list for Australia.

 
Advertisement
 
 
Essential Baby and Essential Kids is the place to find parenting information and parenting support relating to conception, pregnancy, birth, babies, toddlers, kids, maternity, family budgeting, family travel, nutrition and wellbeing, family entertainment, kids entertainment, tips for the family home, child-friendly recipes and parenting. Try our pregnancy due date calculator to determine your due date, or our ovulation calculator to predict ovulation and your fertile period. Our pregnancy week by week guide shows your baby's stages of development. Access our very active mum's discussion groups in the Essential Baby forums or the Essential Kids forums to talk to mums about conception, pregnancy, birth, babies, toddlers, kids and parenting lifestyle. Essential Baby also offers a baby names database of more than 22,000 baby names, popular baby names, boys' names, girls' names and baby names advice in our baby names forum. Essential Kids features a range of free printable worksheets for kids from preschool years through to primary school years. For the latest baby clothes, maternity clothes, maternity accessories, toddler products, kids toys and kids clothing, breastfeeding and other parenting resources, check out Essential Baby and Essential Kids.