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Why has customer service gone to pot lately ?

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  • 08-11-2012 3:57pm
    #1
    Rabidlamb
    Banned (with Prison Access) Posts: 2,202 ✭✭✭


    Has there been a conscious decision by companies to save money by not dealing with complaints.
    In the past 2 months I've been to the ringer with Vodafone, Ulster Bank & Smyths Toys over issues that would have been a priority years ago.

    Vodafone wouldn't send out a replacement for their broken router unless I signed a new 12 month contract, I sourced one myself for a tenner on Adverts.
    Ulster Bank had to be threatened with the financial ombudsman before they caved in & offered decent compensation for the 6 weeks of misery.
    Smyths Toys wouldn't replace a broken belt clip on a new buggy, I relieved them of the replacement from a store display model instead.

    Has anyone else noticed a deterioration in customer service in recent years ?.
    Maybe I've just rose tinted spectacles of the past.


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Comments

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    #2
    Where To
    Closed Accounts Posts: 5,455 ✭✭✭Where To


    People don't take pride in their work, that's why.


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    #3
    summerskin
    Closed Accounts Posts: 1,760 ✭✭✭summerskin


    We call them cuntomers.


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    #4
    gobnaitolunacy
    Closed Accounts Posts: 3,073 ✭✭✭gobnaitolunacy


    It seems to be sh1t in this country, generally.

    In Australia, 99% people serving at counters were pleasant, rather than being annoyed at being woken up from their nap here.

    Edit: Is 'relieved' code for nicked?
    Nice.


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    #5
    Death and Taxes
    Closed Accounts Posts: 3,775 ✭✭✭Death and Taxes


    Rabidlamb wrote: »
    Has there been a conscious decision by companies to save money by not dealing with complaints.
    In the past 2 months I've been to the ringer with Vodafone, Ulster Bank & Smyths Toys over issues that would have been a priority years ago.

    Vodafone wouldn't send out a replacement for their broken router unless I signed a new 12 month contract, I sourced one myself for a tenner on Adverts.
    Ulster Bank had to be threatened with the financial ombudsman before they caved in & offered decent compensation for the 6 weeks of misery.
    Smyths Toys wouldn't replace a broken belt clip on a new buggy, I relieved them of the replacement from a store display model instead.

    Has anyone else noticed a deterioration in customer service in recent years ?.
    Maybe I've just rose tinted spectacles of the past.
    So what you mean is you stole one! Well done big man.:mad:


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    #6
    Duggy747
    Registered Users Posts: 13,295 ✭✭✭✭Duggy747


    Rabidlamb wrote: »
    Smyths Toys wouldn't replace a broken belt clip on a new buggy, I relieved them of the replacement from a store display model instead.

    So some Joe / Jane Soap working there is in trouble because you effectively stole from the shop.


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    #7
    krudler
    Registered Users Posts: 34,788 ✭✭✭✭krudler


    Rabidlamb wrote: »
    Has there been a conscious decision by companies to save money by not dealing with complaints.
    In the past 2 months I've been to the ringer with Vodafone, Ulster Bank & Smyths Toys over issues that would have been a priority years ago.

    Vodafone wouldn't send out a replacement for their broken router unless I signed a new 12 month contract, I sourced one myself for a tenner on Adverts.
    Ulster Bank had to be threatened with the financial ombudsman before they caved in & offered decent compensation for the 6 weeks of misery.
    Smyths Toys wouldn't replace a broken belt clip on a new buggy, I relieved them of the replacement from a store display model instead.

    Has anyone else noticed a deterioration in customer service in recent years ?.
    Maybe I've just rose tinted spectacles of the past.

    If the router was broken and not a manufacturers fault then why would they? Not their fault if you broke the router, if it was faulty within warranty thats a different story.

    Ulster Bank had a huge issue, these things happen, sure it was badly dealt with but you weren't the only one.

    Smyths wouldnt replace something broken so you stole it, brilliant.


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    #8
    ScumLord
    Registered Users Posts: 28,789 ✭✭✭✭ScumLord


    Customer service is expensive. People care more about getting cheap products so after sales service is going to suffer because of those lower prices. Businesses regularly pay extra for a good after sales support system but the general public are fooled into thinking their buying something that is of much better quality than what they're actually getting.


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    #9
    dr.bollocko
    Moderators, Music Moderators Posts: 35,943 Mod ✭✭✭✭dr.bollocko


    Perhaps you're just older and as a result crankier and less polite OP.


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    #10
    UCDVet
    Closed Accounts Posts: 2,894 ✭✭✭UCDVet


    I think it's a result of it being too hard to fire people.


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    #11
    Where To
    Closed Accounts Posts: 5,455 ✭✭✭Where To


    summerskin wrote: »
    We call them cuntomers.
    Although you are joking (I think), this is sadly a very common attitude. Not all customers are *****, but they generally turn into ***** if that's how you treat them.


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    #12
    super_furry
    Registered Users Posts: 27,322 ✭✭✭✭super_furry


    A lot of people working in customer service don't want to be. They weren't doing it five or six years ago (and many simply wouldn't) but needs must now and they're working in these jobs through gritted teeth.


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    #13
    Overheal
    Registered Users Posts: 82,016 ✭✭✭✭Overheal


    Where To wrote: »
    Although you are joking (I think), this is sadly a very common attitude. Not all customers are *****, but they generally turn into ***** if that's how you treat them.
    You sire have never read the Cries of Retail.


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    #14
    msg11
    Closed Accounts Posts: 3,572 ✭✭✭msg11


    Poxy investors is the problem they want to see an increase in profits year on year and the workload placed on staff while staff levels drop is the reason for bad customer service..


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    #15
    krudler
    Registered Users Posts: 34,788 ✭✭✭✭krudler


    Overheal wrote: »
    You sire have never read the Cries of Retail.

    By far the funniest thread on boards.


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    #16
    Overheal
    Registered Users Posts: 82,016 ✭✭✭✭Overheal


    krudler wrote: »
    By far the funniest thread on boards.
    And it saves lives


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    #17
    Duggy747
    Registered Users Posts: 13,295 ✭✭✭✭Duggy747


    krudler wrote: »
    By far the funniest thread on boards.

    The only thing that stops workers from killing customers by allowing them to blow off steam :pac:


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    #18
    Rabidlamb
    Banned (with Prison Access) Posts: 2,202 ✭✭✭Rabidlamb


    krudler wrote: »
    If the router was broken and not a manufacturers fault then why would they? Not their fault if you broke the router, if it was faulty within warranty thats a different story.

    The router slowly died, nobody broke it.
    They were continuing to charge us for broadband that we couldn't receive due to their faulty hardware.
    Would you continue to pay Sky if their dish fell down or the box stopped working & they failed to repair/replace them.
    krudler wrote: »
    Ulster Bank had a huge issue, these things happen, sure it was badly dealt with but you weren't the only one.

    Agreed but €25 was an insult for what me & my wife went through.
    Ombudsman was the nuclear option but the only thing they'd listen to.
    krudler wrote: »
    Smyths wouldnt replace something broken so you stole it, brilliant.

    That's one way of looking at it but no greater an infringement than ignoring my consumer rights.
    My actions expedited the matter to it's ultimate conclusion anyway.
    Also, I'm a bit of a c*nt & tend to be rash in these situations.


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    #19
    Where To
    Closed Accounts Posts: 5,455 ✭✭✭Where To


    Overheal wrote: »
    You sire have never read the Cries of Retail.
    I have and some of the attitudes there are quite frankly shocking:), and I never underestimate the stupidity of the general public either. But people with a good customer service attitude generally have less angst with customers than those who see customers as a hindrance.

    It actually takes less effort to be helpful than to be hateful, but sadly a lot of people seem not to realise this.


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    #20
    Dodge
    Registered Users Posts: 10,209 ✭✭✭✭Dodge


    I find most customer service staff I deal with are fine

    I think its more down to customers a) expecting too much b) unable to explain their problem and/or c) just looking to have a moan


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    #21
    msg11
    Closed Accounts Posts: 3,572 ✭✭✭msg11


    Where To wrote: »
    Although you are joking (I think), this is sadly a very common attitude. Not all customers are *****, but they generally turn into ***** if that's how you treat them.

    Well almost 90% of people I deal with start sentences like so,

    Where are the eggs(or product).

    Not sure about you but I was brought up with manners. So if they had any respect for staff they would use. Excuse me , Where are the eggs please? Customers who approach me get 120% this way.


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    #22
    Death and Taxes
    Closed Accounts Posts: 3,775 ✭✭✭Death and Taxes


    Rabidlamb wrote: »
    The router slowly died, nobody broke it.
    They were continuing to charge us for broadband that we couldn't receive due to their faulty hardware.
    Would you continue to pay Sky if their dish fell down or the box stopped working & they failed to repair/replace them.



    Agreed but €25 was an insult for what me & my wife went through.
    Ombudsman was the nuclear option but the only thing they'd listen to.



    That's one way of looking at it but no greater an infringement than ignoring my consumer rights.
    My actions expedited the matter to it's ultimate conclusion anyway.
    Also, I'm a bit of a c*nt & tend to be rash in these situations.
    Post fixed.:D


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    #23
    Where To
    Closed Accounts Posts: 5,455 ✭✭✭Where To


    msg11 wrote: »
    Well almost 90% of people I deal with start sentences like so,

    Where are the eggs(or product).

    Not sure about you but I was brought up with manners. So if they had any respect for staff they would use. Excuse me , Where are the eggs please? Customers who approach me get 120% this way.
    So two wrongs make a right?


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    #24
    krudler
    Registered Users Posts: 34,788 ✭✭✭✭krudler


    Where To wrote: »
    I have and some of the attitudes there are quite frankly shocking:), and I never underestimate the stupidity of the general public either. But people with a good customer service attitude generally have less angst with customers than those who see customers as a hindrance.

    It actually takes less effort to be helpful than to be hateful, but sadly a lot of people seem not to realise this.

    Nobody working in retail or customer care starts out hating the public, you become that way from the abuse and stupidity you put up with on a daily basis, make no bones about it 90% of people you deal with are complete fcuking morons, the minority are the polite, sane and rational people who make it bearable. You could equally ask the question when did customers be one rude, self entitled assholes?


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    #25
    Rabidlamb
    Banned (with Prison Access) Posts: 2,202 ✭✭✭Rabidlamb


    WileyCoyote wrote: »
    Post fixed.:D

    Why you little . . . . . [ruffles hair]


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    #26
    iDave
    Registered Users Posts: 3,750 ✭✭✭iDave


    People call customer service with the intention of being confrontational. Usually armed with a demand there just not entitled to.
    From my experience in call centres you get eejits demanding a lower price for no good reason even though they're fixed prices. The same people wouldnt walk into a shop though and demand a lower price on a fixed price item. Its the telephone version of keyboard warriors, act like an @sshole as theirs no consequences and your dealing with a stranger you cant see.


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    #27
    ArthurG
    Registered Users Posts: 1,306 ✭✭✭ArthurG


    ScumLord wrote: »
    Customer service is expensive. People care more about getting cheap products so after sales service is going to suffer because of those lower prices.

    +1

    You can't expect First Class service on Ryanair prices......


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    #28
    Mountjoy Mugger
    Registered Users Posts: 4,487 ✭✭✭Mountjoy Mugger


    msg11 wrote: »
    Well almost 90% of people I deal with start sentences like so,

    Where are the eggs(or product).

    Not sure about you but I was brought up with manners. So if they had any respect for staff they would use. Excuse me , Where are the eggs please? Customers who approach me get 120% this way.

    Sweet mother of all that's holy..if that's all that's bothering you, you've got a problem.

    P.S. Thanks for reading.


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    #29
    Where To
    Closed Accounts Posts: 5,455 ✭✭✭Where To


    krudler wrote: »
    Nobody working in retail or customer care starts out hating the public, you become that way from the abuse and stupidity you put up with on a daily basis, make no bones about it 90% of people you deal with are complete fcuking morons, the minority are the polite, sane and rational people who make it bearable. You could equally ask the question when did customers be one rude, self entitled assholes?
    They've always been that way. Hazard of the job. If you can't handle it you can't do your job. The customers haven't gotten any worse, the way they are dealt with has.


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    #30
    msg11
    Closed Accounts Posts: 3,572 ✭✭✭msg11


    Where To wrote: »
    So two wrongs make a right?

    No see the thing is regardless I have to help them, if there attitude changes while dealing with them mine will too.

    Do you work in retail can I ask? I think not, if you did you would understand. We deal with some of the most rudest people in our society.

    And if your thinking I am only a prick , well on the way home from my shift off the clock, me and my friend noticed one guy pushing a car, flat battery, we offered to help push and got him going. So going on that I take pride in my job and company, but I cannot stand people looking down on me because ' I pack shelves in a shop ' and you can tell these people from lack of manners. The demanding I want it now, trying to tell me I am wrong when I say we don't stock a product.


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    #31
    msg11
    Closed Accounts Posts: 3,572 ✭✭✭msg11


    Mountjoy Mugger wrote: »
    Sweet mother of all that's holy..if that's all that's bothering you, you've got a problem.

    P.S. Thanks for reading.

    If you seen some of the most degrading looks and down right snobbery when asking that questions towards you, such as that. You wouldn't be happy in fact it's disgraceful the way people have no manners towards each other. So yes , I do have a problem.


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