Without going into a long and boring story filled with details of how I was given the wrong information and ended up paying a higher fare than what I was quoted, I’d like to just get to the nitty-gritty of why I’m writing this post.I was trying to explain my situation to a manager at the Los Angeles Union Station and she just kept telling me, “Well, someone told you wrong…someone told you wrong.” The manager kept reiterating that I was “wrong” and that she was right. I was perfectly fine and calm until she said:
“What part do you not understand?”
It wasn’t so much the words, but the way she said it as she glared at me authoritatively. She said it in that tone you use on a child who won’t take “No” for an answer. Instead of apologizing for the miscommunication or showing even one ounce of empathy, this manager wanted to exert her “power” over me.
The Bottom Line: I wanted to share this little story as an example of how not to act when dealing with a customer who is obviously upset. Always use a kind, empathetic voice and never talk down to a customer. Seems like basic, common sense advice, but it needs to be said because obviously there are still people out there who still don’t know.
And now you know...
Interesting post... now the main question is what are you prepared to do about it? if you just post this blog and bear it, then you are part of the problem and part of the reason that lady has her 'tude.
if you take action, beyond this blog, and act towards changing it, it make take some time but eventually you will see the 'tude beginning to change. it won't be because of you, but because more like you... as many as we can get.
we are, as customers, the agents of change for organizations' customer service practices. becky carroll posted today in her blog something about this as well (http://customersrock.wordpress.com/2008/05/28/when-things-dont-work-tolerate-or-leave/)
I wrote something about it as well in mine (http://evergance.wordpress.com/2008/05/28/differentiate-your-customer-service-or-perish/)
well written blog, nicely done..
Posted by: Esteban Kolsky | May 29, 2008 10:54 AM | Permalink to Comment