Quote:
Originally Posted by haiyeekayakee
I shouldn't have to prove anything, am I to be judged guilty unless proved innocent?
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You've obviously never worked in retail.
Customers are liars. They are also thieves, shoplifters, fraudsters, scammers, and depressingly stupid. Everyone who works in customer support knows this, everyone who works in retail knows this.
I realize I'm coming across as a bit harsh here, but to be honest, it is unrealistic to expect a customer service representative to believe that you're an honest person just because you say you are.
I'm not accusing you of breaking your reader. But surely you can understand that it's hard for someone who doesn't know you to believe that your 350 screen has been physically damaged from having absolutely nothing done to it?
Quote:
Originally Posted by Pomtroll
And remember we are the customer & we can take our business elsewhere. I'm not saying we should be rude but after repeated problems I think we should be firm.  |
Oh, absolutely. Being firm and direct can be done without being rude or whiny though. "I have no choice but to go elsewhere if you can't provide the service I need", is very different from "I'm going to leave and I'm going to make everyone hate you if you don't give me everything I want right NOW!"
I work in customer support. I get all sorts of people, with all sorts of problems, and I help every one of them to the best of my ability. But I don't go to my supervisor and ask him to authorize an exception to policy for someone just because they want me to. I do it when it's justified, absolutely. I'm your advocate, I'm here to help. But I need good reason and solid arguments, because I have to convince my boss that this is the right thing to do. And then when his boss asks him, he has to be able to show that it was the right decision to make.
"It's not my fault and you owe me this" just doesn't fly with upper management. Maybe it should, but if everything always worked out the way it should, no one would bother with a warranty policy.