Yappy customers

[netsurfer]

Anyone else in retail find that there is an increasing number of customers who complain for the sake of complaining?

Just had another one in, even after going out of my way, and actually doing much more than what was legally required of our company, they still weren't happy.

The item was still under warranty, but the customer had damaged it through misuse. Even after replacing it and explaing damage was through misuse he argued. Even after showing him in the operators manual a sentence which explained this would happen if the item was misused he argued (and said the manual was wrong and he was right)

:smt021

:smt067 :smt068 :smt070 :smt071 :scratch:

What he dosent realise is all through 2007 when he comes in he is going to get a special @rsehole tax applied to his goods. :twisted:

Pete

[Davido]

Yep. Most of them are old in my experience.

[Baph]

When I was in retail, most customers were OK, but there were ones, and I could generalise here, but I'll limit it to "old", that would complain about everything, and expect a replacement AND refund for twice what they paid, and they still wouldn't be happy.

They were told where the pier was, and that they should take a rather long stroll.

Now I'm in IT again, I used to get international customers calling, which, when things went badly wrong, they'd call every 5 mins to ask if we'd fixed it. That really bugged me, and I usually just put the entire department phone's into DND mode :)

[fizzwheel]

Liz and I were in our bike dealers at the weekend. A customer was in their refusing to pay for the labour to change the brake pads on his daughters scooter. He was happy to pay for the pads but not the labour to fit them as he said that changing the pads should be covered by his Suzuki service plan.

Some people are just a*seholes and take the **** given any opportunity to do so. People that gave me sh*t always went to the back of the queue and got the minimum amount of help that I was required to give.

[Steve H]

Seems to be a general problem, even in other 'Service Industries'
(well, not a lot else happens in this Country. :roll: )
I think the media and Consumer champion programmes do not help.
I think there should be a new anti consumer programme called
'Tough Sh*t, You Bought It' :wink:

[Baph]

People that gave me sh*t always went to the back of the queue and got the minimum amount of help that I was required to give.
I've known a manager for Maplin (he no longer works for them, but don't go shopping for Mobile phones in Blackpool ;) ) who used to flagrantly disregard what he was required to do by law.

If a customer had a complaint, and were polite about it, fine, he'd happily go above & beyond company policy to make sure they were sorted out, even at times dipping into his own pocket when his hands were tied.

If a customer had a complaint & got even the slightest aggressive about it, they were simply given head office's address & phone number, his store name, number & his employee number. They were then told to take their issue up with head office because he refused to let any of his staff deal with an abusive customer.

That worked wonders :)