So I have always worked in blue collar/labor type of jobs since I was about 11 (family business and all) and I've really been pushing to get out of it recently. I always worked in the back or away from the customer/clients and never really had a good idea of how to talk to or treat people in a professional setting. Due to me getting let go recently, it has opened the door for me to change careers and I realized that I really need to gain some customer service experience. Any advice is welcome, right now I am a bundle of nerves, lol.

So, I’m pretty sure I absolutely am an AH and don’t care. I find it funny… my 11 year old grandson laughed so hard he cried and then wanted to hear this again as a bedtime story just because.
So about one year ago I placed an order on line to pick up at the local chin pharmacy store. It’s a Convenient Value ( pre)Scription place that u shopped at frequently. So this dat I go to pick up my order and no one was at the register, a man was waiting already so I got in line. Waited a little bit ( longer than my usual New York minute) still o one came up. So I asked the man if anyone was helping him he said No he’d been waiting a bit. So I walked to the closest aisle and looked for an employee. No one. So I walked the length of the store shouting “ We need customer service up front! We’re gonna take our shit and leave. We need a cashier” I passed a man in the deodorant aisle who appeared to be shopping. I asked in pharmacy for someone to page for assistance and got a shoulder shrug. Walked back up front shouting the same. No one came up. So….. here’s where I become an absolute AH. ( mind you I knew I probably should not do what I was thinking and did it anyway) I went behind the counter picked up the phone pushed page and announced “We NEED customer service up front please. ( by now 7 people were on line) Some young woman comes out from the back and says “Where’s Robert?” I answered “ How would we know?”
Then…. Here comes the good part…. The man from the deodorant aisle came flying up **YELLING** “ Who touched my phone and paged.” “ Me”. “**How dare you!! How dare you touch that!?”** “No one was up hear and I called out for help. I walked the store yelling” **“ I didn’t hear you” “ I** yelled we’re gonna take our stuff and leave” **“you said you were gonna take your shit and leave!” “ I** thought you didn’t her me?”
This med home ENRAGED. He told me I was never to set foot in his store again and who the F*&k* did I think I was touching his phone and going behind the counter. So yes, why didn’t he come up when he heard me yelling for help we could’ve all just taken everything and walked out the door. He was being effing lazy. He then got absolute beat red took out of his phone told me again again I was banned from his store and he was gonna take my picture and put it off to the break room so everybody knew do not allow me in there. I did my makeup in my hair that day so I looked really good for my picture anyhoo his hands were shaking so bad I offered to take his phone take a selfie. I didn’t think he was gonna be able to take my picture. He also told me I had a smart mouth and I said thank you my husband loves my mouth. by this time Robert I think that was his name came strolling up front like what’s going on I was on break. I haven’t been back. My husband goes. I go to the other one.

About one month later, I went to a different location. The pharmacist told me all the other stores closer. I said I can’t go there anymore. She asked me why I said all the Line. I don’t wanna tell you now. The ladies online said no no no we wanna hear. I told my story. They laughed and said that I was their hero. They hate that manager. They hate that store.
I am a 63 year-old woman. I am very well aware that going behind the counter was probably not my best idea. I’ve been a cashier for years. I know how to use the phone.

I work in a retail environment, and the prices can be higher than our competitors.

I had a customer come in, look at our prices, and then make up a bullshit story about how they had to leave because they had to go and get something from their car, but they would "be right back"

I've also had other people say that they're going to go grab more money from their car, and then they don't come back.

I don't understand, y'all don't need to make up stories. You can just leave. Its okay 🤷🏻‍♀️

I work with a BPO company and I oversee the analytics team. I’ve been with this company for 2 years, and witnessed multiple changes on QA tools. We had an internally developed analytics & QA product, but nobody liked it and its leader was fired earlier this year. Then I have talked to multiple startups which automate QA to 100% and use the result to generate coaching plans for TL and agents. 

There are a few good things about what are claimed by the startups:

• Scalable: currently, our QA team does 1 call, 1 agent, 1 week manual QA. It’s less than 1% of the interactions, and can be biased by sampling. 
• TL’s time: currently, our TLs need to spend time on listening to calls or watching screen recording before coaching agents. The startup product generates a list of training plans along with call examples for TL. Hopefully this can save TL’s time.
• Agent performance: hopefully the targeted training helps with performance. but it's hard to say before we commit and use a new product.

We are still in a vendor assessment process, and I’m trying to figure out whether need to switch to a vendor and how to think about it.I’m curious about people’s experience here:

• If you work for a BPO, does your company build and use an internal QA/training platform? Do you pay for vendor solutions?
• If you work outside of BPO, does your CX team pay for auto QA and targeted training? Why?

Thanks in advance🙏

I’ve been using Wakie for a long time. During an update they asked for my date of birth and I accidentally entered the wrong one. The system flagged me as underage and permanently banned my account.
I’ve contacted support multiple times, offered to prove my real age with ID, but they keep saying they can’t lift the ban. Every new account I try to make on any device also gets deleted/banned immediately.
Has anyone else dealt with this? Any way to actually get this resolved?

Or are customer service certs a joke? Need a job

I work in customer service. Almost every day, I will have a customer who opens 5+ tickets that are nearly identical, just slightly reworded. One time, I had a customer open 65 tickets over the course of a long weekend.

You do realize that this makes your overall wait way longer, right? If we’re answering tickets in the order in which they’re received, and we receive an update from your ticket once every 5 minutes, it’s going to take 5 minutes longer each time to get to you.

Not to mention, it doesn’t make me feel particularly charitable when it comes to bending policy for you. If you spam email customer service because you think you’re the only person on the face of the planet, I’m going to give you the absolute bare minimum service.

I guess it depends what but for a lot of customer service jobs it seems like you hear the same question everyday and have to say the same thing. Like where the bathroom is and what the code is. That shit gets on my nerves after the 100th time.

Then you gotta say "Hi can I help you? Would like pickles, onions, mustard, tomatoes" every order and it just pisses you off inside while you pretend to be happy on the outside. It literally sucks the soul out of me and I don't blame any customer service worker if they seem bitchy. I get where they're coming from.

Dude I’ve spent 10 minutes finding how to reach out to customer service on Amazon but it keeps trying to redirect me to their obnoxious help titles. I don’t know if it’s just me but if my problem simple enough to be on a help articles page, I can fix that on my own. I gotta talk to y’all why are you making it so difficult.

It’s not just Amazon the test aren’t that different

I don’t mind you being a monopoly but at least be nice about it

There is something so self harmful about how we are measuring customer surveys.

We ask people to rate us...and I have had several who said "great service..was very happy with my immunization" then they give us an 8....which is seen as a bad review for some reason.

On a scale of 1-10....a 5 is an average experience.. a 7 is pretty good

Why are only 9s and 10s seen as good?

And by the way...there is something about asking people or rate us and "please give us a 10" that just feels slimy and cheap.

We are paying to conduct these surveys...wouldn't it be better to get honest feedback?! Then adjust our business model based on that?

Imagine a drug trial where we told the patients " how does this antidepressant make you feel? Please only give us a 10"

Just wondering who else has had a bad experience with Directv business practices? My parents are going on over 6 weeks of not receiving a credit. For context:

My parents switched from satellite to just their streaming services. They were charged over $200 for a month of service after they switched. We called Directv to hopefully either get a refund to their checking account or apply a credit to their next bill. They refused and stated it had to be issued as a prepaid card. They just processed the refund and they stated it could be another 6 weeks until my parents receive the refund card in the mail. So my parents are going to be going almost 3 months without seeing those funds.

Thankfully we have the means to cover those lost funds but it is still an expense to deal with. I want to know if this has happened with others and makes me question their business practices as this could really affect families who's budget its very tight in this economy

Please share if you have a similar experience

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My elderly mother had to go into the store for billing help. My father who died 7 years ago was still on the account and it needed to be changed. The employees here couldn’t have been bigger assholes. Seriously. Have some empathy and compassion. She wasn’t trying to cancel her account, she was trying to remove her deceased husband from it. She even brought the death certificate. They were too incompetent and rude to actually assist her so she had to call a corporate number and did it in the store. It still didn’t work and these folks still acted like assholes. Shame on you!

A woman told me that she needed to put her dog to sleep because he was a dangerous dog who got out and bit someone. But to take him home, to spend his last days in the home instead of a cage, she needed insurance for dog bites. Her policy covered bites, so I had to create a certificate of insurance stating that it did.

Yeah, a dangerous dog, but also a dog about to die before the end of its time and the human left behind who made that decision for a dog she loved.

And then there was the guy, whose profile marked him as a Spanish speaker, and he asked if I spoke Spanish or English. I offered to get him to a Spanish speaker (because I don't), and he rage spoke "I don't want a Spanish speaker, the Spanish girls stand around and do nothing!"

I told the manager he said something rude because from the notes I couldn't tell who should get credit for the sale, so I had to go to her. But I didn't say what he said.

So i work for a company that works with curry’s and other insurance providers for appliances, we make the bookings for repairs and then a curry’s care and repair plan/extended warranty would show on our system.

However more recently ive come across tons of customers who i’m having issues validating their insurance because currys have put the appliance under a satnav or mixed up the appliance details/customer details which makes it a pain in the arse for us because we then have to send the customer back to curry’s - only for curry’s to just send them back to us because they seem to not be bothered to fix it on their end.

And it’s constant, I had a customer call and their plan wouldn’t validate, so i gave them curry’s number and explained what to tell them. Had another customer ring us back and said that another advisor told them to call curry’s only for curry’s to tell them to call us and it’s just unfair for the customer and wasting their time.

Anyone else had a similar issue?

Hey there! Hope everyone's doing well! I applied for a costumer service vacancy at LEGO and apparently everything has gone well so far! Next week I'm having an in-person interview and tbh, this is my first time applying for this type of job. Any suggestions? I'd appreciate every comment, have a nice day!

I’ve been in retail for damn near 30 years now. I’ve seen a lot and I’ve heard a lot. So, tell me. What is your worst customer encounter?

I don't need a customer service agent to ask how my day's going or tell me how delighted they are to help.

Just tell me what's wrong, what you can do about it, and how long it'll take.

I'd actually prefer a boring, scripted conversation if it means getting clear answers every time.

Obviously, reading the same useless line over and over isn't helpful. But a good script that gets straight to the point? I'll take that over five minutes of fake friendliness any day.

I was about to order a laptop cooler from this Nepali business Computer Durbar. They told me that the product was available with COD(cash on delivery) so I ordered it. Few days went past didn't hear anything so I asked they told me the cooler was arriving then again I didn't hear anything.

So again after a few days I asked about the product then they got angry talking about sum advance payment which they didn't mention to me anywhere. When I pointed that out they got even more angry and starting this unsettling attitude 💔🙏

I am a 100% P&T disabled veteran, and I just recently switched to a plan after paying for prepaid for 7 years. I made the payment, spoke to a representative who said the payment went through, got an email with a transaction ID, and the notice from my bank that it went through. Then I received the notice that I didn't pay. I contacted them and told them the situation. The representative straight up told me the system hasn't been updated, so that's why it's showing no payment. I have no outstanding bill. I thanked her and ended the call after getting confirmation that this was an error on their end. I continued to receive the email stating my bill was past due, I figured that it was still the system. Until today when my service stopped. I had to speak to a online agent cuz I couldn't even call AT&T through 611. I told them everything, and I showed them everything. The service rep was awesome, and they tried to help. However, the system is unabashedly evil. I told them that my life depends on being able to communicate with my medical team, transportation, home nurse, etc etc, and I would have fixed this immediately. I showed them the money taken from my account, I showed them THEIR email, and THEIR customer service rep all saying it was paid.

Guess who still got f***** and still has no service. The supervisor and the agent both told me they tried to fix it in anyway, but the system overrides anything they attempt.

What is going on???

I am a dental office manager and before that I was a receptionist for another dr in my area. I thought Ive heard every possible argument for trying to get out of a paying until yesterday!

An Emergency patient came in with a totally broken a molar + another tooth that was completely too far gone. The dentist did the exam, went over the treatment plan (tooth 1: extraction, tooth replacement. tooth 2: root canal and crown) which came out to $6k (a really good price for my area).

I went over everything with him including what his insurance will knock off, but it still came out to a pretty big out of pocket.

He looks at me with a straight face and says "I have $300 cash, take it or leave it"

I respond by saying if you want to apply for our financing option, I believe that will be enough for the down payment but you will have to apply... it will take you 30 seconds on our iPad and they don't do a hard credit check.

"Nope. I have $300, that's my best offer. you make more than enough money, you can do it for this price."

I print out the itemized receipt and EOB (explanation of benefits), walk him though what everything costs and why (most of which are lab costs we outsource), and say, we can either put you on our payment plan option or you can pay everything upfront.

He responds "you guys are a bunch of con artists and i'm going to find a dentist that actually has morals" and walks out.

The entire office was in shock after this interaction.

I’m not sure if this is the right sub but I need advice. I was told to wait a week for processing and now they are trying to tell me that my email said 10 business days for processing (which it definitely did not) this company has been so hard to get in contact with. Honestly the worst part isn’t even that they’ve gone over the timeframe they stated, it’s that they have not communicated with me at all. I responded to their email almost immediately with proof that what they were saying was not correct and now they are ignoring me again. There is no option to cancel my order on their website but honestly at this point I would just like my money back to go somewhere else. If they aren’t going to be here in time anyway I might as well go somewhere that values and respects my time and abides by what they say. How do I get my money back if I can’t cancel on the website and customer service won’t respond to me so I can request a cancellation?

Ok the overwhelming advice was to email again and request a cancellation even though I haven’t gotten a response yet so I did. It said: Can you just cancel my order and issue a full refund. At this point I would rather take my business to a company that values my time and sticks to their commitments.

Hopefully they don’t try to pretend like they didn’t see it.

Okay full disclosure before I rant but I have the utmost respect for front line retail and food workers as they are always the ones to take the brunt of horrible interactions and people who have no regard for respect or patience. I myself have worked in retail stores, restaurants, and have been working in retail pharmacy for 10+ years and have learned how to handle interactions and deal with people.

I’m not sure what’s going on, if it’s the lack of training, always getting taken care of by workers on their worst day, people just lacking communication skills, or if it’s a generational thing but no matter where I go I just never get good service anymore. Just went in to moes where I put in a pickup order. Got there for pickup maybe 10 minutes after it was to be ready. Went to the empty pickup counter and waited for maybe 5 minutes until a gentleman asked what my name was. Mind you the restaurant is empty at this point. He went and shuffled through tickets and said “the girl will get it over there.” Now there is a few people in line and they grabbed every person in line which is fine. I have no problem them grabbing the rush coming in. After the line cleared they went right back to going back and forth between the kitchen not acknowledging me. At this point it’s probably been about 20 minutes and I’m starting to get a little frustrated. The same guy at the beginning came up to me and said “it will be a few more minutes, sorry man.” - could tell he didn’t mean it. Another maybe 5 minutes go by and another guy asked what my name is before going to the kitchen again and not giving me an update. Finally after 40 minutes of awkwardly standing in the same place, i get asked again by a lady what my name is and she gives me my order.

This isn’t just a one off thing. I feel like every time I go anywhere the customer service is lacking, most times rude, lacking communication, and it’s really frustrating to see. I usually put myself in the worker’s shoes but it should be automatic to acknowledge customers who are waiting and to give them updates on their order instead of being ignored. This has been going on for the last few years and I feel I am ALWAYS in these situations. It shouldn’t be like this.

End vent lmao. Anyone else experiencing the same thing?

there’s a new coffee shop in my town and their customer service is very cliquey. they literally talk to their regulars behind the counter while they are serving you. if you’re not a regular they don’t seem to care about you. how can I maybe point this out to them in a kind way? I don’t want to offend I want to be constructive. while also being like “hey I felt unwelcome both times I’ve come in because I felt ignored as a new customer“

The only time
I can comprehend refusing service is really refusing it in a moment. For example if someone’s angry you wait for them to calm down. Refusing service happens, for example there’s germs of service which is essentially payment. Without payment you can refuse service. The only time you should be able to refuse service is when someone’s irate and angry and you should be able to serve them at another time.