WARNING- IMPROV ASYLUM

  1. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    That is a perfectly acceptable approach. Had the custoemr service rep in the OP's situation responded thusly, I wouldn't argue against it.
    How the customer service rep responded was with attitude, calling the OP ungrateful. NOT OKAY.
    It is not okay to call your customers names or condescend or be sarcastic to them, no matter how rudely they behave.

    Any employer who allows their employees to call their customers ungrateful is at the very least incompetent when it comes to customer service.

    I have worked with customers/clients for years.   If one starts swearing at me, I quietly say, "I'd like to ask my manager to join us, or would you prefer to call back (or come back) when you're feeling calmer."  No employer has EVER had a problem with this approach.   No one has the right to abuse someone else.  Companies that permit customers to abuse their employees are short-sighted at best. 
    Posted by cosmogirl

     
  2. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    Pink, serving a customer who is upset is one thing. Serving a customer who has abused your staff is another. A customer who abuses an employee should be removed from the establishment and told that behavior is not acceptable at that business.
     
  3. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    . I fail to see how helping an upset customer affects polite customers in any way. The only case might be the one where an upset patron is seated before patron who are waiting quietly. As I said, the best thing to do int hat scenario is offer the upset patron a dinner on a night when you can accomodate them.
    Posted by pinkkittie18


    Actually, you never did say this. You said the best thing to do is to seat this customer, so as not to have a scene, and to not have a complaint to corporate. When in reality, you will have a scene. The waiting customers WILL complain to corporate, and they will also not return to your business. If you want to lose respectable customers and keep ones who are rude to your staff and that you keep by giving them free items, go ahead. But, you will have a business full of rude customers and ones you have to keep by giving them items for free. Your business will go under in a matter of time, as well as you will have high staff turnover.

    And the best thing is to not offer them a dinner on another night. The best thing to do is to tell them the policy. If they call ahead or make a reservation, they will be seated in that order. If they choose not to do so, they will be added to the list and seated when it is their turn. Offering them a dinner on another night? Really? And what about the polite customers who would never think to do such a thing and patiently wait their turn. Do they get a nice dinner on another night? Nope. And why not? Because they weren't rude. You are saying that to receive the best service in your business, it is in a customer's best interest to be rude. Nice.
     
  4. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    You have completely missed the point AGAIN!

    I am not going to argue how your definition of good customer service differs from mine. Clearly you're only going to give good service to those customers you deem to be satisfactory. I serve ALL, and I serve them well, and they are all pleased.

    It is okay to refuse service to any customer if you truly feel you cannot help them.
    It is okay to help an upset rude customer if you feel you can help them.
    It is NOT okay to give a customer attitude.
    NEVER.
    PERIOD.
    END. OF. STORY.

    Attitude won't teach them a lesson. Attitude won't make their complaint go away. Attitude will ONLY will paint YOU in a negative light. Attitude means YOU are incapable of conducting yourself in a professional manner.

    Politely refusing or helping a customer when you cannot help them is NOT the same thing as rudely refusing or helping a customer.

    The former is always permissible, the latter is not!

    If Satan himself called me and yelled, insulted or swore at me- or to my face- I would simply and POLITELY say "I'm sorry, I cannot help you" OR "I'm sorry, I cannot help you, but let me transfer you to someone who can."
    Anything else would mean I behaved unprofessionally. Which is NEVER okay.
    If you cannot handle provocation or rudeness with a polite response, then you shouldn't work is customer service, as rude customers are unavoidable.
     
  5. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    I refuse to argue about your ridiculous hypothetical situations. The OP's situation was real, and I gave my input on it. It seems you can only support your argument by creating a fictional customer from he// who could not be satisfied by any level of service, no matter how good.
    In my experience, these people do not exist. I have never had to refuse someone service because I could not please them. I also have never had another customer complain because I gave an upset customer great service. Those customers were only grateful to know that should they ever have a problem and lose their temper, I will still do everything in my power to correct it.
    Perhaps your experience differs, perhaps you just relish the opportunity to give a customer attitude thinking that if they cast the first stone it's okay, in which case it is a good thing that we do not work together. Because it is not okay to fight fire with fire. It is ineffective. Your behavior reflects on you, not the customer. The customer's behavior reflects on him, not you. You have nothing to gain by treating him rudely, it will only hurt you professionally.
    The difference between you and the rude customer is that no one has any say over how the customer chooses to conduct themselves, as an employer I have say over how my employees conduct themselves, and they are NOT permitted to behave rudely, no matter how they have been provoked. If they cannot deal with a customer politely, they must hand the customer off to someone who can.
     
  6. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    Pink, I am not missing the point. The bottom line here is that if a customer is swearing at you and being rude, you would rather take the easy way out and give them whatever they want just so they shut up and get out of your face, as opposed to standing up to them in a tactful professional way and stating your company's policys, standing up for your employees who did their job correctly and got abused by the customer and escorting the customer out of the building if they continue to act the way they are. Bottom line.
     
  7. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    The bottom line is that if a customer is upset it's because your service was not as good as it should have/could have been.
    Are they over-reacting? Yes. Does that mean their complaint is unfounded? NO!!!
    If it's your company's policy to not take complaints, then that's poor policy.
    If a customer is that upset, that means someone somewhere at some point dropped the ball. They did not do everything in their power to keep the customer happy. It might not have been intentional, but it nows serves as a lesson fro how to treat future customers. Your employees are not faultless saints, you cannot prove such, and you cannot act as if they are- especially when a customer says otherwise.
    It is easier to kick them out than to allow them to stay and actually handle their problem in a prfoessional manner.
    You would rather kick them out and get them out of your face than actually serve your customer to the best of your ability.
    BOTTOM LINE!

    Pink, I am not missing the point. The bottom line here is that if a customer is swearing at you and being rude, you would rather take the easy way out and give them whatever they want just so they shut up and get out of your face, as opposed to standing up to them in a tactful professional way and stating your company's policys, standing up for your employees who did their job correctly and got abused by the customer and escorting the customer out of the building if they continue to act the way they are. Bottom line.
    Posted by Missy509
     
  8. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    The bottom line is that if a customer is upset it's because your service was not as good as it should have/could have been.
    Posted by pinkkittie18


    No, pink, that is NOT true. If a customer shows up to a restaraunt and walks in and asks how long the wait is, and the hostess says 1 hour, and they then pretend they called ahead, giving a name that is obv not on the list and claiming they talked to 'john' when they called even though there is no john there, and when u tell them they are not on the list and must wait, and they swear and scream at u, no, they are not upset because ure service was not as good as it could have been. They are causing  a scene because they know that people like u will cave and give in to it and seat them right away so that they do not have to wait the hour.  So yes, bottom line is, if you cave and cater to these people just to shut them up even though they were completely wrong and belittled your staff, then that is the lazy way out. Do your job and stop ignoring the customers who act as they should by punishing them and making them wait the hour to sit for dinner while you cater to the jerk and seat them first.
     
  9. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    Okay, in your one, particular, insanely rare, hypothetical situation you describe, where you know FOR A FACT that your customer is lying, it's okay not to do everything you can to please your customers.
    You can continue to take the easy way out and just tell them to leave and call them a liar.

    You do not know they didn't call ahead. You cannot prove it.
    They are not required to commit your staff's name to memory so that if they are called a liar by your hostess (again, not a good idea to call a customer a liar).
    They are not required to record their telephone conversation so that they can prove that they did call ahead.
    There is therefore reasonable doubt that there COULD have been an employee error.
    Do you really want to take the chance of alienating a customer and the people they're with because you THINK they're a liar?
    Do you really think your other customers are going to think good things about you if you call a customer who's reservations a liar and tell them to leave?
    They don't know that customer didn't make reservations. All they know is that that customer was upset, and that you called them a liar, which made them more upset, and them you threw them out.
    Do you really want to take the chance that you have an employee that didn't write down the reservation, who isn't doing their job, to know that it's okay that they didn't do their job, because you will always assume they did nothing wrong. Because you assume your employees are always right and that the customer is always wrong.
    THE CUSTOMER IS ALWAYS RIGHT.
    CUSTOMERS ARE INNOCENT OF ALL FAULT UNTIL PROVEN GUILTY BEYOND A SHADOW OF A DOUBT!
    You cannot convince me otherwise. You. Cannot. Convince. Me. Otherwise.
    Assuming anythign else other than the customer is always right is POOR customer service.
    All you are doing is convincing me that you're a POOR customer service rep, who cannot handle rude customers, so you turn them away.
    I wish I knew where you worked so that I could stand outside and take every customer you turn away, please them, and make money off of them when they return to do business with me, who helped them even though they behaved badly.
    I would get rich quickly it seems.

    You cannot assume that just because someone behaves rudely that they are the ones in the wrong!
    Soemtimes people behave rudely because they were wronged by YOU and lose their temper.
    It is in your interest to resolve those complaints. Not just assume that you did everything right and tell them to leave.

    No, pink, that is NOT true. If a customer shows up to a restaraunt and walks in and asks how long the wait is, and the hostess says 1 hour, and they then pretend they called ahead, giving a name that is obv not on the list and claiming they talked to 'john' when they called even though there is no john there, and when u tell them they are not on the list and must wait, and they swear and scream at u, no, they are not upset because ure service was not as good as it could have been. They are causing  a scene because they know that people like u will cave and give in to it and seat them right away so that they do not have to wait the hour.  So yes, bottom line is, if you cave and cater to these people just to shut them up even though they were completely wrong and belittled your staff, then that is the lazy way out. Do your job and stop ignoring the customers who act as they should by punishing them and making them wait the hour to sit for dinner while you cater to the jerk and seat them first.
    Posted by Missy509
     
  10. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    * and your "punishment" is for not. That customer would leave. They would have learned one lesson: You don't care about them or the way they feel.
    A GOOD customer service rep cares about their customers and how they feel.
    I want to know they're upset. I want to know why. I want to know what I can do to make them happy. I want it because I care about my customers. I not only want them to be happy, I want to be the one who makes them happy, and I want everyone else to know it.
     
  11. You have chosen to ignore posts from ALF72. Show ALF72's posts

    Re: WARNING- IMPROV ASYLUM

    Are you guys still going on about this?  I honestly think you are comparing apples to oranges. Yes, customer service is involved with both retail and restaurant service, but they are so radically different that I don't think you can compare them. With restaurant service, Missy is correct that overly appeasing an irate patron negatively impacts other patrons and may affect their future patronage of the restaurant.  You are actively taking a table out of circulation by putting the complaining patron in it, and taking the table away from people who were there first.  I would not continue to patronize a restaurant that seated some complainer ahead of me even though I was there first.  In fact, I'd probably walk out unless I were really really hungry and had been waiting for some time.  I'm to the point where I won't patronize restaurants that don't take reservations b/c the excessive waiting irritates me so much [it drives my DH crazy that I insist on reservations].  With retail, Pink is correct that appeasing the customer is the correct thing to do b/c it generally does not impact other customers. If someone wants to return something they bought [clearly at another store] it makes sense just to give in for all the reason Pink has already described.  I don't see the point in continuing the discussion b/c you guys are not comparing like items.  Can't we just let it go? :-)

    BTW, Missy, I totally agree w/ your initial read of the OP's thread. She hoped that she was going to get a skit, but never thought it was a sure thing until she didn't get it. 
     
  12. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    So, if you made reservations at a restaurant, and you got there to find that your reservations had somehow not been recorded- you'd be perfectly okay that other patrons without reservations be seated before you?
    I would not. I would be very upset.
    I can understand having to attend to customers who you have a reservation recorded for before the one who's reservations were lost, but those who just walked in without calling?
    No.
    And as I said, if you are fully booked and it is impossible to seat the upset customer without displacing someone who has reservations (and rarely do people always show up for their reservations 100% of the time, so I still believe there would be empty tables) then you invite them back another night, or you offer to call another restaurant to see if they have a table available (I have seen this happen, and I have done this, it is a part of going above and beyond).

    I do not see any situation where you simply tell them to get out being the best solution.

    If a place loses my reservations and then tells me there's nothing they can do- I never go there again. It's happened. I didn't swear, I didn't yell, I simply stated the fact that I HAD called, and that I HAD made reservations and that it wasn't my fault that they lost them. They told me there was nothing they could do. They basically implied that I was a liar in front of the friends that were with me.
    I left. I went to another restaurant. I wrote them a formal complaint and I wrote in my complaint that I would never go there again and neither would any of the friends who had been there with me, but I just wanted them to know how poorly their staff handled a lost reservation. They tried to send me a gift card, I declined it and told them they couldn't make up for the embarassment I felt at being basically called a liar in front of my friends whom I had invited out to dinner.
    Had they made any effort whatsoever to remedy the situation when I was there that night, either by seating us, arranging a time we could be seated, or calling another restaurant to see if they could seat us, I would have been so happy I would have sung their praises to anyone in earshot.


    Are you guys still going on about this?  I honestly think you are comparing apples to oranges. Yes, customer service is involved with both retail and restaurant service, but they are so radically different that I don't think you can compare them. With restaurant service, Missy is correct that overly appeasing an irate patron negatively impacts other patrons and may affect their future patronage of the restaurant.  You are actively taking a table out of circulation by putting the complaining patron in it, and taking the table away from people who were there first.  I would not continue to patronize a restaurant that seated some complainer ahead of me even though I was there first.  In fact, I'd probably walk out unless I were really really hungry and had been waiting for some time.  I'm to the point where I won't patronize restaurants that don't take reservations b/c the excessive waiting irritates me so much [it drives my DH crazy that I insist on reservations].  With retail, Pink is correct that appeasing the customer is the correct thing to do b/c it generally does not impact other customers. If someone wants to return something they bought [clearly at another store] it makes sense just to give in for all the reason Pink has already described.  I don't see the point in continuing the discussion b/c you guys are not comparing like items.  Can't we just let it go? :-) BTW, Missy, I totally agree w/ your initial read of the OP's thread. She hoped that she was going to get a skit, but never thought it was a sure thing until she didn't get it. 
    Posted by ALF72
     
  13. You have chosen to ignore posts from ALF72. Show ALF72's posts

    Re: WARNING- IMPROV ASYLUM

    That actually happened to me too.  I made reservations at a restaurant in Ogunquit several days in advance. I thought the guy was a little abrupt/rushed on the phone but said 'oh well'.  We got there and there were no reservations recorded.  This is not a large restaurant, so not having a reservation can be a problem.  I was not rude or loud, but said I called on Tuesday [it was now Friday or Saturday; I can't remember which, but it was a weekend reservation] and made a reservation. They were very apologetic, made us a wait a few minutes, seated someone who was there w/o reservations but who had arrived before us, and then found us a seat [in the bar rather than the dining room].  I think we had to wait about 20 minutes - we eat early and it was off season which was probably our only saving grace in being able to be seated at all.  She could tell from the look on my face that I wasn't happy that our reservations hadn't been recorded, but I wasn't going to go nuts on her b/c sometimes these things happen.  Had the food not been so good, we probably woulnd't have gone back. I think a bartender was trying to be "helpful" in answering thepnhone during the week and messed up the reservation. We've eaten there dozens of times since then and had no problems.  If they had messed it up the second time, or hadn't been able to seat us relatively quickly, then no, we wouldn't have gone back. We're now semi-regulars, so we don't have any problems.  I'm glad we waited b/c the food is absolutely fabulous. 

    I think restaurants have to seat people who were there first w/o reservations if you arrive and there is no record of your reservations in their book.  That book is the only thing that the hostess has to go by. If your name's not in there, then your place in line is at the end of whatever line is already there.  I'm not happy about it [in fact, I'm as irritated as hell], but I don't see what else they can do w/o causing a problem or inconvenience for other patrons who have already been  waiting patiently. Sometimes mistakes happen.  The hostess should have spoken to you quietly so as not to embarass you in front of your friends and the other patrons, and done what she could re your reservation, but if they have a full house, then they have a full house.  Depending on how long the wait is, I would make a decision to wait or leave.  If it happened a second time, I would walk out and not go back to the restaurant b/c they clearly have incompetent people taking reservations.   
     
  14. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    So you agree that just telling someone to leave isn't exactly the best idea, especially when you have no way of knowing wether the customer is lying or if your staff dropped the ball?

    That actually happened to me too.  I made reservations at a restaurant in Ogunquit several days in advance. I thought the guy was a little abrupt/rushed on the phone but said 'oh well'.  We got there and there were no reservations recorded.  This is not a large restaurant, so not having a reservation can be a problem.  I was not rude or loud, but said I called on Tuesday [it was now Friday or Saturday; I can't remember which, but it was a weekend reservation] and made a reservation. They were very apologetic, made us a wait a few minutes, seated someone who was there w/o reservations but who had arrived before us, and then found us a seat [in the bar rather than the dining room].  I think we had to wait about 20 minutes - we eat early and it was off season which was probably our only saving grace in being able to be seated at all.  She could tell from the look on my face that I wasn't happy that our reservations hadn't been recorded, but I wasn't going to go nuts on her b/c sometimes these things happen.  Had the food not been so good, we probably woulnd't have gone back. I think a bartender was trying to be "helpful" in answering thepnhone during the week and messed up the reservation. We've eaten there dozens of times since then and had no problems.  If they had messed it up the second time, or hadn't been able to seat us relatively quickly, then no, we wouldn't have gone back. We're now semi-regulars, so we don't have any problems.  I'm glad we waited b/c the food is absolutely fabulous.  I think restaurants have to seat people who were there first w/o reservations if you arrive and there is no record of your reservations in their book.  That book is the only thing that the hostess has to go by. If your name's not in there, then your place in line is at the end of whatever line is already there.  I'm not happy about it [in fact, I'm as irritated as hell], but I don't see what else they can do w/o causing a problem or inconvenience for other patrons who have already been  waiting patiently. Sometimes mistakes happen.  The hostess should have spoken to you quietly so as not to embarass you in front of your friends and the other patrons, and done what she could re your reservation, but if they have a full house, then they have a full house.  Depending on how long the wait is, I would make a decision to wait or leave.  If it happened a second time, I would walk out and not go back to the restaurant b/c they clearly have incompetent people taking reservations.   
    Posted by ALF72

     
  15. You have chosen to ignore posts from ALF72. Show ALF72's posts

    Re: WARNING- IMPROV ASYLUM

    Hell no.  Telling them to leave b/c they claim to have made a reservation that you now cannot find is never appropriate.  I would assume that the staff made a mistake and do what I could, but I wouldn't bump anyone else who had been waiting patiently.  If the person then becomes disorderly and is disturbing other patrons, they should of course be asked to leave.  I'd try to get them into a manager's office first and try to resolve the problem quietly, but if they refuse to go w/ you to manager's office and instead make a scene, then yes, it's appropriate to ask them to leave.  Just as it's appropriate to escort a drunk person out of the restaurant, or to deny them entry [as we saw a restaurant do last week - we would have left had they let the visibly drunk guy in - we actually waited to place our order till we saw how they were going to handle it]. 
     
  16. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    Okay, in your one, particular, insanely rare, hypothetical situation you describe, where you know FOR A FACT that your customer is lying, it's okay not to do everything you can to please your customers. You can continue to take the easy way out and just tell them to leave and call them a liar. You do not know they didn't call ahead. You cannot prove it. They are not required to commit your staff's name to memory so that if they are called a liar by your hostess (again, not a good idea to call a customer a liar). They are not required to record their telephone conversation so that they can prove that they did call ahead. There is therefore reasonable doubt that there COULD have been an employee error. Do you really want to take the chance of alienating a customer and the people they're with because you THINK they're a liar? Do you really think your other customers are going to think good things about you if you call a customer who's reservations a liar and tell them to leave? They don't know that customer didn't make reservations. All they know is that that customer was upset, and that you called them a liar, which made them more upset, and them you threw them out. Do you really want to take the chance that you have an employee that didn't write down the reservation, who isn't doing their job, to know that it's okay that they didn't do their job, because you will always assume they did nothing wrong. Because you assume your employees are always right and that the customer is always wrong. THE CUSTOMER IS ALWAYS RIGHT. CUSTOMERS ARE INNOCENT OF ALL FAULT UNTIL PROVEN GUILTY BEYOND A SHADOW OF A DOUBT! You cannot convince me otherwise. You. Cannot. Convince. Me. Otherwise. Assuming anythign else other than the customer is always right is POOR customer service. All you are doing is convincing me that you're a POOR customer service rep, who cannot handle rude customers, so you turn them away. I wish I knew where you worked so that I could stand outside and take every customer you turn away, please them, and make money off of them when they return to do business with me, who helped them even though they behaved badly. I would get rich quickly it seems. You cannot assume that just because someone behaves rudely that they are the ones in the wrong! Soemtimes people behave rudely because they were wronged by YOU and lose their temper. It is in your interest to resolve those complaints. Not just assume that you did everything right and tell them to leave.
    Posted by pinkkittie18


    Trust me pink, this is not a "rare"scenario as you put it. And yes, if you are the employee, you can tell a difference in attitude between a customer who called, and a customer who didnt call. What is even better is when you are the only one answering the phone calls and you know for a fact they didnt call. Work in a restararaunt or better yet, sit next to the hostess stand every time you go out. You will see, people do this all the time, and they do it b/c they get away with it because of employees like you who will seat them. And tell me, while you are waiting patiently for your turn, that you will be prefectly fine letting this jerk sit ahead of you. I bet you will sing a different tune.If you have not experienced lying customers, then you are either very naive, or you do not have much custoemr service experience.
     
  17. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    * and your "punishment" is for not. That customer would leave. They would have learned one lesson: You don't care about them or the way they feel. A GOOD customer service rep cares about their customers and how they feel. I want to know they're upset. I want to know why. I want to know what I can do to make them happy. I want it because I care about my customers. I not only want them to be happy, I want to be the one who makes them happy, and I want everyone else to know it.
    Posted by pinkkittie18

     
    They should leave. You cannot waltz into a restaraunt with a long wait and lie and say you called ahead and cause a scene b/c you know what works and will get you seated. Losing that customer is not a loss to the restaraunt, but rather an asset. You want good customers, customers who are courteous to your staff and pay their bill, not ones who demand free stuff. In case you forgot, you cannot survive if you give your customers free items all the time. I think you need to work in a restaraunt because it would open your eyes to the number of people who complain and want their food for free AFTER they have eaten it, or dont want to wait in line so they lie and then demand free items for their so called anguish, etc. You are living in a naive world if you think that this does not go on and that the customer does not lie. Go ahead, keep giving people like this what they want just so they shut up. Take the lazy way out. Rewarding negative behavior? Awesome. What will you do if your child is in a store and screaming because he wants a candy bar? Give it to him just so he quiets down? Or stand up to him, do your job as a parent, and tell him that behavior is not acceptable and will not be rewarded? I don't even need you to answer b/c I already know what it is you will do
     
  18. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    So you agree that just telling someone to leave isn't exactly the best idea, especially when you have no way of knowing wether the customer is lying or if your staff dropped the ball?
    Posted by pinkkittie18


    You only tell them to leave when they abuse your staff. You tell them the wait is such and such time and they are welcome to wait, and give them the phone number for the next time if they would like to call ahead / make a reservation.  However, their name is not on the list, and you cannot accomodate them by seating them ahead of other waiting people. As an adult, they should make the decision to go elsewhere, or wait. If they choose to scream, and swear, and yell, then yes, you ask them to leave because that behavior is unacceptable. Trust me, if you have ever hosted in a restaraunt, you know if someone is lying or not.
     
  19. You have chosen to ignore posts from TheLongestTime. Show TheLongestTime's posts

    Re: WARNING- IMPROV ASYLUM

    I'm sorry but this conversation has gone way past ridiculous.

    In response to the OP, I organized a bachelorette party last weekend at the Improv and we had a GREAT time. My bride did get chosen to go up on stage and be a part of the show, as did 2 other brides. The show was funny and everyone had a great time. If she hadn't been chosen, I would have been annoyed but that's it. No one guaranteed anything to me and I didn't pay anything for the service.

    I don't ever condone a customer service rep being rude to a customer and I didn't hear the convesation but after reading the OP's post I have my own guess as to what happened. Put it this way: I tend to think that we are all human, including people who work in customer service and it is possible that the Improv rep was only responding to the attitude she was getting.
     
  20. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    "You are living in a naive world if you think that this does not go on and that the customer does not lie."
     You are living in a cynical world if you assume your custoemrs are lying.

    "Go ahead, keep giving people like this what they want just so they shut up. Take the lazy way out."
     Gp ahead and keep taking the lazy way out by just telling people to leave as opposed to actually helping them

    "Rewarding negative behavior? Awesome."
    Responding to negative behavior with negative behavior? Not a good idea. You can't fight fire with fire.
    Even a dog trainer will tell you that negative reinforcement DOES NOT WORK.
    ONLY POSITIVE reinforcement works.
    You CALM THE CUSTOMER DOWN BY OFFERING TO HELP. THEN you HELP THEM.

    Your method of punishing a customer who complains is ridiculous! If you can't handle complaints, dont work in customer service!

    "What will you do if your child is in a store and screaming because he wants a candy bar? Give it to him just so he quiets down? Or stand up to him, do your job as a parent, and tell him that behavior is not acceptable and will not be rewarded? I don't even need you to answer b/c I already know what it is you will do"
    Well,t hat's different I would be the PARENT to a CHILD, not a CUSTOMER SERVICE REP dealign with a CUSTOMER
    Go ahead and keep treating your customers like naughty children. You'll not get very far in the business world.
     
  21. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    "You only tell them to leave when they abuse your staff."
     Maybe your staff acted imcompetently. Unless you can prove otherwise, you listent ot he complaint and then decide what action to take.
    Regardless, insults coming from customers rarely have anything to do with the staff member. The customer is upset at the situation, which they think is caused by your staff. Once you make them understand (by actually talkingt o them as opposed to tellign them to leave) that the situation was not created by your staff, or that they no longer have to deal with that staff member who did create the situation, the abuse stops 9 times out of 10. Int hat 10th case, you say "I am more than happy to help you, but you must calm down first." and repeat as necessary.  And THAT works every time.

    "You tell them the wait is such and such time and they are welcome to wait, and give them the phone number for the next time if they would like to call ahead / make a reservation.  However, their name is not on the list, and you cannot accomodate them by seating them ahead of other waiting people. As an adult, they should make the decision to go elsewhere, or wait."
     Or you could go the extar mile and offer to make them a reservation elsewhere if they do not wish to wait. That's excellent customer service, but I already know you don't provide that.

    "If they choose to scream, and swear, and yell, then yes, you ask them to leave because that behavior is unacceptable."
    See above, you say "I am more than willing to help you, but I cannot do so until you calm down." repeat as necessary.
    THEN and ONLY THEN, after you have made EVERY ATTEMPT to calm them and help them, should you politely suggest they leave. I usually don't even suggest they leave. I tell them "I'm sorry, but if you cannot calm down I'm going to have to call the police to help mediate this situation."
    And that works every time.

    "Trust me, if you have ever hosted in a restaraunt, you know if someone is lying or not."
    Ooohhh, I see! Being a restaurant host makes you PSYCHIC! Of course! It's all so simple!
    NO! YOU cannot PROVE wether or not a customer made reservations. I don't care if you were the only host all day! Did you get a lunch break? Go to the bathroom? At SOME POINT you were NOT next to the phone! And at that point, when you were away from the phone, someone else might have answered, and might have not recorded reservations.
    Requiring your customers to provide proof of their reservations because you feel that you and your staff are infallible is not a good way to run a business!
    Implying or outright calling your customer a liar is NOT GOOD CUSTOMER SERVICE.
    YOU. CANNOT. CONVINCE. ME. OTHERWISE.
    So stop trying.
     
  22. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    okay, yes. Then we're agreed. It's best to do everything you can to help the person. If you've done all that and they still refuse to calm down, you ask them politely to leave.

    Hell no.  Telling them to leave b/c they claim to have made a reservation that you now cannot find is never appropriate.  I would assume that the staff made a mistake and do what I could, but I wouldn't bump anyone else who had been waiting patiently.  If the person then becomes disorderly and is disturbing other patrons, they should of course be asked to leave.  I'd try to get them into a manager's office first and try to resolve the problem quietly, but if they refuse to go w/ you to manager's office and instead make a scene, then yes, it's appropriate to ask them to leave.  Just as it's appropriate to escort a drunk person out of the restaurant, or to deny them entry [as we saw a restaurant do last week - we would have left had they let the visibly drunk guy in - we actually waited to place our order till we saw how they were going to handle it]. 
    Posted by ALF72

     
  23. You have chosen to ignore posts from pinkkittie18. Show pinkkittie18's posts

    Re: WARNING- IMPROV ASYLUM

    That may be human, but it's unprofessional. A customer service rep is paid to handle ALL cusomers in a professional manner. Giving them attitude is NEVER okay.
    If you feel you cannot handle a particular custoemr because they're really getting to you, you hand them off to someone else.

     Put it this way: I tend to think that we are all human, including people who work in customer service and it is possible that the Improv rep was only responding to the attitude she was getting.
    Posted by TheLongestTime

     
  24. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    Oh pink, i dont know why you just dont get it. I have hosted in both restaraunts that only did call ahead seating, as well as reservations. Reservations are trickier to prove if they customer did or did not make one, as different people answer the phones on different days. However, when doing call ahead seating where i worked, only one person answered the phone and made the list. so yes, u are fully aware if someone comes in and says first 'how long is the wait' and u tell them an hour, and THEN they say they called ahead and spoke to john, when in fact 1) no john works there 2) only lisa is answering the phones, so yes, u know deep down they are lying. when customers have called ahead, they come in and say so and give their name, they dont ask how long the wait is for someone walking in off the street. again, give them the # to the restaraunt for future notice and offer to add them to the end of the list and they can wait the hour or they can choose to leave. they are adults. they can make a decision. on a busy saturday night when there is either a wait or a long list of reservations, no, there is no time to dig out the phone book and begin calling other restaraunts to make a reservation for another customer. that is unrealistic unless you are way overstaffed in the hostess department. if it was slow, sure u could do that. then again, if it was a slow night, you could also have sat them in the first place. as a hostess who neds to be aware of when tables open, seating guests and answering the phone, no, there is no time. however, you can suggest local restaraunts nearby that they can stop by and see if they can be accomodated there.

    and no one ever said u tell someone to leave right away. what was said was when people are acting inappropriately, yelling, screaming, swearing, etc, yes, u tell them their behavior is not acceptable and you ask them to leave. nowhere did i ever say the customer service rep was giving an attitude. you assumed that. but, if you allow customers to swear at your staff and you cater to them, then you are weak. again, it is the same thing as giving in to a screaming kid and letting them have the candy bar they want instead of telling them their inappropriate behavior will not be rewarded.



     
  25. You have chosen to ignore posts from Missy509. Show Missy509's posts

    Re: WARNING- IMPROV ASYLUM

    "You are living in a naive world if you think that this does not go on and that the customer does not lie."  You are living in a cynical world if you assume your custoemrs are lying. "Go ahead, keep giving people like this what they want just so they shut up. Take the lazy way out."  Gp ahead and keep taking the lazy way out by just telling people to leave as opposed to actually helping them "Rewarding negative behavior? Awesome." Responding to negative behavior with negative behavior? Not a good idea. You can't fight fire with fire. Even a dog trainer will tell you that negative reinforcement DOES NOT WORK. ONLY POSITIVE reinforcement works. You CALM THE CUSTOMER DOWN BY OFFERING TO HELP. THEN you HELP THEM. Your method of punishing a customer who complains is ridiculous! If you can't handle complaints, dont work in customer service! "What will you do if your child is in a store and screaming because he wants a candy bar? Give it to him just so he quiets down? Or stand up to him, do your job as a parent, and tell him that behavior is not acceptable and will not be rewarded? I don't even need you to answer b/c I already know what it is you will do" Well,t hat's different I would be the PARENT to a CHILD, not a CUSTOMER SERVICE REP dealign with a CUSTOMER Go ahead and keep treating your customers like naughty children. You'll not get very far in the business world.
    Posted by pinkkittie18


    and yes, pink, if someone comes into ure place of restaraunt and says they called ahead and you tell them their name isnt on the list and they quietly say ok, and you add them to the end of the list and they sit down and wait the hour that is one thing. if a guest comes to a restaraunt and says they called ahead and u tell them their name is not on the list but you can add them to the end of the list, and they swear at you etc and you seat them immediately, then yes, you have rewarded the negative behavior. you did not seat the person who acted appropriately, did you? nope. that poor schmuk is out of luck for being polite! nice business you run...
     
Sections
Shortcuts

Share