We have all experienced some form of customer service where things went south quickly. Boo Hoo. It’s just a part of life. Things don’t always go as plan.
After considering the story of a customer calling another customer a slut for kissing her boyfriend in public, I wanted to take the time to ask What kind of customer are you when it comes to complaining?
You complain continually to the same company. Your complaints are frequently correctly but you keep complaining. You spend a lot of time complaining by sending emails, calling the company in question, sending letters, etc. and never give up.
Extreme Complainer AKA Unsatisfied Complainer
Some may consider you a serial complainer. You complain when the time you spent complaining doesn’t match the solution offered by the company. You’re un-satisified and want more. Sometimes, your complaining efforts do match what the company gave you to resolve the issue but you continue complaining. I call this the person who just doesn’t let things go.
You make up stories or do things to make your stories real to receive freebies. For example, we had a customer complaining about a makeup kit she never received. Bashing the company’s name via social media. When it turned out she never purchased a makeup kit in the first place. Talk about dishonesty.
Like the dishonest complainer, you seek opportunities to complain in order to gain something not entitled to you. Often keeping on customer service until you are paid to go away.
You complain by attacking everyone. You swear, shout, write abusive letters or emails to customer service and members of top management in order to get your way. Usually your abusive strategy leaves your complaints going unresolved. Making you more abusive.
Not being prone to use anger like the abusive complainer, you use humor to get your point across. Which usually gets you noticed and closer to having your complaint resolved. But, sometimes it can cause your complain to not be taken seriously.
You look for creative ways to get to the top dog of the company in efforts of getting your complain resolved quickly.
Regardless of your complaining style, you must make sure that your complaining efforts don’t go overlooked. Ensure you’re an effective complainer (Know their rights. Assert them politely. Will not be passed off when company tries to pass the blame) and not an ineffective complainer (Tends to vent their complaints but never follow through. Post on social media and that’s about it. Not assertive and don’t know legal rights. Often gets passed off as not serious).
Guess this Southern nail salon does not like all customers.
When Deshania Ferguson went to get her nails done at Rose Nails in the Frayser Plaza Shopping Center of Memphis, TN, she never knew she would have encountered since a rude sign. Posted in clear view was a handwritten sign, allegedly posted by owners which read “Sorry but if you are overweight, pedicures will be $45 due to service fees for pedicurists.”
In shock, Ferguson decided to share the sign via Facebook.
According to WREG News Memphis, the owner, Son Nguyen claimed the sign was never up. After being questioned by the reporter, he did not post the sign but considered putting a sign up. What a coincidence?
He also stated he simply refuses service to extremely overweight customers as they have caused damage to his pedicure chairs. Costing him $2,000–2,500 to replace.
Our question to Son Nguyen, what do you consider as extremely overweight in terms of pounds?
As if American Airlines needed anymore unhappy customer reviews. Here’s the story of their former customer named Sue Martin.
According to Action News Jax, Sue Martin and her service dog Quan of Franklin, Maine, were traveling to San Diego earlier this month when they tried to take a connecting flight with her husband from Washington, D.C., to Dallas.
After noticing there was no room for her dog near her seat, Sue to switch seats or upgrade to first-class but was denied by American Airlines reps. Fortunately for Martin a first class passenger willing gave up their seat to her and Quan. Little did she know, this would cause problems.
“The man said, ‘You have to leave the plane,'” Martin told WLBZ. “I asked him why and he said the crew had decided I was a danger to the flight. I’ve never had anything happen like this before.”
Sadly, Martin and service dog Quan left the flight. American Airlines claimed its investigating the matter.
While scouring the web for customers in need a situation presented itself to one of our eager reps. Yet, instead of following company protocol, the rep took it upon himself to reach out to a company (on behalf of a customer) without asking for the customer’s permission. Needless to say, the customer was not happy about it. Neither was our management team. In the end, he learned a valuable lesson: Always ask first.
Making note of the events that unfolded, we’ve put together a few pointers to ensure customers everywhere have their claims properly resolved.
Fight the right battle
As humans, we have a tendency when we’re angry to take our frustrations out on others around us. Regardless of rather they were involved in the act of making us angry or not. Considering the many customer service experiences we’ve have come across, we understand the importance of just breathing. So, the next time a company makes your blood boil, instead of being snappy with everyone you come across, consider doing a breathing exercise. Doing so will relax your nervous system and calm down your negative thoughts. Bu, if you’re like me and just breathing won’t cut it. Consider doing Zen on the Run’s 5 minute mindful mediation. It works like a charm.
Posting complaints online makes them public knowledge
This week our rep learned a valuable lesson in customer service. Like anyone who has ever experienced bad customer service, they want the world to know. According to Help Scout.com, news of bad customer service reaches more than twice as many ears as praise for a good service experience. Although the customer posted complaints via Twitter including the company in the message, they considered their tweets as private, personal information; even though it was considered public information.
Complaint to get results not just vent
Once you’ve experienced poor customer service, it’s normal to get angry. Yet if you’re truly seeking to have your complaint resolved, exhaust all ways of communication. If the company offers communication via phone, email, social media, or mail utilize them all. Be persistent and document all communication for your records in case legal advice is needed.
Tuesday, January 12th was like any other day for customer Sarah Bigler as she and her two young children went to the Target in Glendale, IN to grabbed a few things. Not realizing she went behind an elderly customer paying in all coins, Bigler became frustrated but quickly realized there was a lesson to be learned. She took to Facebook to post her experience.
The photo and story drew so much attention that Gilbert was offered a job at a local dialysis center. He currently works at “Fresenius Medical Care as a patient care technician and is working toward becoming a certified hemodialysis technician. The center is also paying for his education as he studies to become a registered nurse.” A beautiful ending to a beautiful story.
In this photo Shalimo did more than help a customer in need, she touched the hearts of customers alike. On Tuesday, October 25, Shalimo made it her business to provide disabled customer William Kisumo with the up-most customer service at the Safaricom Nakuru, Kenya shop, by kneeling to service him. Unknown to her, a passerby took a photo and posted it to social media. The photo, along with #Safaricomlady, earned her so much praise that the National Council for Persons with Disability Chairman David ole Sangok decided to pay her a visit. This act of customer service also led to her meeting with the company’s CEO Bob Collymore. Keep it up Pauline!
Danyale Peterson arrived at the Warner Robbins, GA Old Navy, with her sleeping infant son Cole, but, his sleeping did not last long. As young Cole became hungry, his cry grew louder and Peterson began to make her way to the front of the store to leave. Little did she know, help was on the way. Lora Jackson, Old Navy employee, stopped the mom and exchanged her typical 30-minute lunch break to care for baby Cole as Peterson finished her shopping. She feed him, comforted him, and even gave him kisses.
But that was not all. Jackson walked with Baby Cole and Peterson to their car. She stayed until Cole was settled and Peterson finished loading the car. Talk about customer service.
Considering John Goodlett was a new hire to Enterprise at the time this occurred, his actions definitely earned him a rightful placed with the company.
After picking up customer Cody Vincent and her 11-month-old twin boys, Levy and Holt, from their home in Tulsa, OK; Goodlett continued to assist the mom. He helped the her and her sons get into the Enterprise Car Rental office. Even holding one son as he worked to process her car rental because she only had a stroller for one child. Stunned by Goodlett’s kind actions, Vincent took to social media to share her experience.
“While he helped me with my rental due to a hit and run accident, he held one of my twin sons as I don’t have a double stroller,” she wrote in the caption. “One of the most compassionate and caring people I’ve ever met. We need more people like John who go that extra step. Be a John. #BeAJohn”. A positive customer service experience that was shared over 24,600 leading to #BeAJohn setting social media by storm.
On Wednesday, September 14, Christina Grady’s credit card was shut off for suspicious activity when Capital One noticed furniture being sent to an address that was different from the mailing address on file. Unknowing to the company, Grady’s personal life was wrecked after her fiancé decided to break up with her, prompting her to move out.
After pouring her heart out and explaining her situation to a customer service Tonya, the rep’s words were “Girl, I am giving you 4,500 free miles. Go on vacation. Take so many pictures of yourself all happy and post them all over that Instagram.”
Yet, that was not all. Tonya went a step farther. She decided to send flowers to Grady’s previous home, prompting her ex-fiancé to respond with “Someone sent you flowers to my house.’ ‘Who would be so bold?”. After receiving the flowers, Grady read the card. They were sent from CSR Tonya of Capital One.
Prayer changes things. For one customer of Dutch Bros in Vancouver, WA, Alisha Wisbey, it’s exactly what she got.
On Friday, March 18th, Barbara Danner got into the drive thru line to grab a cup of morning joe and never thought she would witness this. Employees of Dutch Bros coming together to pray for a distraught customer. Overwhelmed by the emotional, touching moment, Danner snapped a photo and shared it on Facebook stating this:
“Turns out the young lady in line ahead of us lost her 37-year-old husband last night,” Danner said. “When the DB guys & gals noticed she was falling apart, they stopped everything and prayed with her for several minutes, invited her to come back for prayer and support, as well as anything else that she might need.”
This touching story has been viewed over 38 million times via Fox 12 News.
Considering all of the allegations of police brutality against African Americans, this story made #1 on our list.
At 3 am, on Sunday, September 25th, Mark E. Ross received a devastating call that his fifteen-year-old sister had been killed in a car accident. Considering he had an outstanding misdemeanor warrant, Ross convinced a friend of his to drive there. However, his friend had a suspended license and they took the risk of speeding to get him back to his family in Detroit.
While in route the men were pulled over in Ohio by Sgt. David Robison. Ross says he experienced an emotional break down and explained to the officer, that his sister had died and he needed to get to his mother. Then the unthinkable happened. Sgt. David Robison decided to drive Ross another 100 miles to Detroit to be with his family because the vehicle had been towed.
Sgt. David Robison actions not only restored Ross’ faith in cops but an entire community belief in cops.
While shopping at the Victoria’s Secret store at the Quintard Mall in Oxford, Alabama, Houzah and another unidentified woman were asked to leave the store for no apparent reason. According to Houzah’s recorded footage, Manager Faith Batchelor can be heard stating multiple times “I just need y’all to go” to her and the other female customer without reason. Yet, Houzah learned the real reason why.
“There was another Black female in here got caught stealing. . . so she asks me and another Black female to leave. . . she can’t tell us why but we kicked out the store.”
The situation hit Houzah and the other customer hard as mall security took the side of the manager stating “Mam, I am going to ask you to leave”.
“She did not check my bag. She did not accuse me of stealing but because I am Black and another Black person happened to get caught stealing, we got to be affiliated.”
Unknowing to Batchelor and mall security, Houzah was a loyal customer and Victoria’s Secret card holder. In the process of walking to her car, Houzah became emotional and vowed to “never, ever step a foot back in that store”.
In efforts of raising awareness regarding Houzah’s experience, a petition has been created. To support the petition click here.
Racial profiling is a very serious issue. If a company has made an error they should apologize and compensate you. For more help contact stopracialprofiling.net.
According to CNN, Victoria’s Secret has apologized to a woman who posted a widely viewed video on Facebook saying she was kicked out of an Alabama store because she is black. The article went on to state Victoria’s Secret “said the employee is no longer with the company”.