I have been in the service industry for years... YEARS... and though I've been out of working full time for several years, I can not imagine that customer service has changed that drastically in those few years.
Nothing really irritates me more than rude service workers. Really, it is very irritating that people can be so inconsiderate and work so inefficiently. Especially in today's work force... I mean really there are PLENTY of people available to take your job, thank your lucky stars you have one and you might want to think about keeping it (unless you don't need it - and then if you are that rude, you should quit and do everyone a favor).
So today it was rude person after person. This always gets me. I made a phone call to one of the kids doctors... when the person on the other line answers and says "Thank you for calling blank, this is blank, how can I help you"? I always say, "Hi (we will use Lisa in this example), Lisa how are you today"? Do you know that 9 times out of 10 I get silence or "UH"... seriously did I really throw you off by asking how you are today? Is that so rude of me to ask YOU how YOU are doing before going into why I'm calling?
When I'm calling someplace when I'm upset with something, we will use my water bill for example (I've called them many times) I always tell the person after I ask them how they are, that "I want you to know that I'm angry or upset, but I'm not angry or upset at you" (unless they are the ones I'm angry or upset at)... because I want them to know that I know it's not their fault, but I am upset and/or angry.
Next it was off to another trip to Walmart to use the last of the coupons I had for gain fabric softener. Now again another pet peeve of mine - employees not knowing their own corporate policies. Now I guess that is really corporates fault for not training their employees but when I hand the employee their corporate policy WRITTEN by the corporate office - I do not wish you to roll your eyes at me, huff and puff, sigh and talk to each other in SPANISH so I can't understand what it is you are saying. You have something to say? Say it to me and say it in ENGLISH! I love to be told I am wrong and even though they are reading their policy in black in white, I am not right... until the bigger manager comes over the to the smaller manager and says - yes, she is right. REALLY? I AM? WOW, SHOCKING!!
Then off to my local Fry's. Cashier starts off friendly. I ask her how she is, she tells me asks me how I am. Asks if I have competitor coupons, nope not today... she is pleasant during scanning, as soon as I hand her my coupons the attitude changes. A coupon doesn't scan properly I tell her she argues with me. She asks a supervisor, again I'm right, so now she is mad. Another coupon she tells me I only bought one, I can't use the second one, I said if you can see on the coupon they are for two different products the coupon is from the company directly so it looks the same but it's written on the coupon what the products are.. she is more mad... I mean really? What are you so freakin angry about?
Then it was off to take Reiley to the eye doctor today... the appointment was made WEEKS ago. They called and confirmed the appointment yesterday. Good, should be no problem... right? Well not in my world... I get there 30 minutes early and say to the girl at the desk, I thought we could look at the frames before the appointment since last time she was too worked up to do it afterwards and no one would help me find the right frames for her and they are too big. She says OK, let me pull her file and insurance info.
So 10 minutes goes by and Reiley is getting restless, wandering around and asking "What is taking for long"? (No not a typo, that is what she says) I don't know.. then she needs to go to the bathroom. Take her to the bathroom and 10 more minutes goes by. Then I hear the girl as she moves to the back part of the office area, say well what am I supposed to tell her?
10 more minutes goes by and one of the guys working there comes out and says "So the box case of the glasses you are supposed to pick from, we don't have. We were asked to send it back and we haven't gotten a new one. So you can pick frames from those kids glasses and you can have a $40 credit toward them". I said I'm sorry, what? So he says it again. So I asked him how much those frames start at, and he replies around $70.
I said I made this appointment when? I drove all the way from Maricopa to come here for her appointment I made weeks ago and now you are telling me you don't have the box of frames she can pick from and you are only going to give me a $40 credit? I don't have any money to spend on frames for her now. She is supposed to get a free pair of glasses each year with her insurance plan. So the girl who I started with speaks up and says "Well if you see here on this paper, we got authorization when you made the appointment, but when I called to make sure today that there wasn't a problem we found out that there was".
OK so now it doesn't have to do with the box case of frames to chose from, now its because you got an authorization when I made the appointment but now there is a problem. Did someone from this office not call yesterday to confirm my appointment? Before doing so, don't you think someone could've double checked the insurance to make sure "there wasn't a problem" before I drove 22 miles one way to get here?
The next excuse was they don't take her insurance and Nationwide does. Again, she came here last year for glasses and why wasn't I informed that when I made the appointment weeks ago, or even when you called to confirm the appointment?
Needless to say I was fuming mad!! And prior to this exchange with me a gentleman walks in to pick up his glasses, he explains that he was called and told they were ready. Another girl who works there basically called the man a liar. That no one called him and gave him some snide apology as he was walking out the door.
Sorry folks this is not customer service. First, if you don't know something, say it. I would rather you say "I'm sorry, I'm not sure about this let me check with my manger" Don't roll your eyes at me, huff and puff because you need to remember - I AM THE REASON YOU HAVE A JOB! Well me and a lot of other consumers!
Tomorrow some letters will be written! Why? Because I will not stand for being treated like crap and neither should you!
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