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Troublesome Customers.

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We hear a lot about the old chestnuts to do with poor performance by staff in both the public and private sectors. In the public sector we hear talk of 'non-jobs' and 'jobsworths', while the private sector is more the domain of the 'cowboy' and the 'con-man'.

But what about the customers? OK, we can't expect all customers to be easy and sometimes their complaints are valid. But I'm not talking about those people. I'm talking about the ones who make a stand about some grievance from a totally unreasonable viewpoint and tie up a huge amount of staff time dealing with their perceived trivial problem, or non-problem even.

A fictitious example would be someone who gets their car back from the garage and notices that a bic ball-point pen is missing from the driver's door pocket. Rather than forget about it, the person has a run-in with the garage manager and threatens to report the theft to the police, after refusing the goodwill offer of a replacement pen. This sounds ridiculous but these things happen, and if they occur in the public sector they're more likely to be blown out of all proportion because staff can't just tell the trouble-maker to get lost like the boss of a private business can.

So I wonder how much of the nation's commercial time is wasted by ridiculous behaviour by dotty customers.

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So I wonder how much of the nation's commercial time is wasted by ridiculous behaviour by dotty customers.

Just tell them to feck off if they don't respond reasonably. Companies that accommodate unreasonable behaviour from customers deserve everything they get IMO.

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We hear a lot about the old chestnuts to do with poor performance by staff in both the public and private sectors. In the public sector we hear talk of 'non-jobs' and 'jobsworths', while the private sector is more the domain of the 'cowboy' and the 'con-man'.

But what about the customers? OK, we can't expect all customers to be easy and sometimes their complaints are valid. But I'm not talking about those people. I'm talking about the ones who make a stand about some grievance from a totally unreasonable viewpoint and tie up a huge amount of staff time dealing with their perceived trivial problem, or non-problem even.

A fictitious example would be someone who gets their car back from the garage and notices that a bic ball-point pen is missing from the driver's door pocket. Rather than forget about it, the person has a run-in with the garage manager and threatens to report the theft to the police, after refusing the goodwill offer of a replacement pen. This sounds ridiculous but these things happen, and if they occur in the public sector they're more likely to be blown out of all proportion because staff can't just tell the trouble-maker to get lost like the boss of a private business can.

So I wonder how much of the nation's commercial time is wasted by ridiculous behaviour by dotty customers.

People, who would have/deal with them.......nowadays sad to say many see us as all guilty until proven innocent......trust has flown out of the window...few see others as honest anymore, everyone is out for their bit of flesh. :(

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Just tell them to feck off if they don't respond reasonably. Companies that accommodate unreasonable behavior from customers deserve everything they get IMO.

think - `fukc off and die -`

say - `and ask your solicitor to explain to you what legal fee indemnity insurance is and what your unrecoverable costs in bringing the action will be...`

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There's endless tales of nutjob customers returning products with imperceptible problems.

Of all selling channels shops/catalogue/online the absolute worst is ebay. A constant stream of complete t1ts drunk on the power to leave negative feedback - you don't get anything like it through normal mai order/online.

Disappointing really, as it shows how unsuited many people are to be trusted with responsibility and act fairly.

The other thing with customer complaints is a very, very large number are exceedingly disappointed to just be handed a replacement product after marching into the store. Often the primary reason for their visit, is not the faulty toaster, but a displacement rant and/or opportunity to feel superior to somebody.

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I sent a faulty Kat Kat back, with a stern letter of complaint and disappointment. One of the fingers was missing a biscuit.

They apologised profusely and sent a replacement box of Kit Kats.

Ergo, the customer is always right, ergo he was "entitled" to a box of BIC Biros, or at least a Parker pen (and £100 M&S Vouchers).

---

Did you know some people complain as a hobby? This chap does http://www.google.co.uk/url?q=http://www.telegraph.co.uk/culture/books/booknews/7881555/Email-has-killed-the-art-of-complaining.html&sa=X&ei=cHE7TIO6KIT48AaK05mmBg&ved=0CBsQzgQoATAA&usg=AFQjCNH_BW-Og6ZhKzl7i_osEDUwRsYcUg

Ooooh I can't wait till I am old, grumpy and have too much time on my hands! You shop keepers and call centres are going to love me! Muahaha!

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I sent a faulty Kat Kat back, with a stern letter of complaint and disappointment. One of the fingers was missing a biscuit.

They apologised profusely and sent a replacement box of Kit Kats.

Ergo, the customer is always right, ergo he was "entitled" to a box of BIC Biros, or at least a Parker pen (and £100 M&S Vouchers).

---

Did you know some people complain as a hobby? This chap does http://www.google.co.uk/url?q=http://www.telegraph.co.uk/culture/books/booknews/7881555/Email-has-killed-the-art-of-complaining.html&sa=X&ei=cHE7TIO6KIT48AaK05mmBg&ved=0CBsQzgQoATAA&usg=AFQjCNH_BW-Og6ZhKzl7i_osEDUwRsYcUg

Ooooh I can't wait till I am old, grumpy and have too much time on my hands! You shop keepers and call centres are going to love me! Muahaha!

A lot of complaining customers tend to be called names like Roy,Gerald, Rod, Dennis, Alan - which seems to suggest men of a certain age find trivial complaints an irresistible lure.

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A lot of complaining customers tend to be called names like Roy,Gerald, Rod, Dennis, Alan - which seems to suggest men of a certain age find trivial complaints an irresistible lure.

There are times when complaints are justified and times when they are not......some people are so sad and or bored they express pleasure in complaining about something or another....they either got out the wrong side of the bed or their other half has given them a hard time so they take it out on some other innocent person that has to suffer their frustration.

Don't take it out on the messenger. ;)

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There are times when complaints are justified and times when they are not......some people are so sad and or bored they express pleasure in complaining about something or another....they either got out the wrong side of the bed or their other half has given them a hard time so they take it out on some other innocent person that has to suffer their frustration.

Don't take it out on the messenger. ;)

Agreed.

Many years ago I listened in to a conversation in a call center for a mail order co.

By total fluke, I heard one of these serial complainers.

His beef? He'd just bought an electric wood router that did not come with instructions in a format he could understand.

The girl was very patient, and after about 10 minutes managed to get him to say what format he wanted them in.

Braille.

Yes, the guy was blind. And was complaining about an electric tool not having instructions in braille :lol:

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I think the unreasonable complainer is far rarer than unhelpful sellers.

I'm sure there are lots of us who put up with faulty products and poor service and shrug it off rather than go through the trouble and inconvenience that making a valid and reasonable complaint can entail.

And yes I've had negative feedback from an ebay purchaser. I had a box of old car parts, including a throttle cable for a Ford Escort Twin Cam circa 1969. It sold for 50 pence. Because I didn't reply to the buyers e-mail within 12 hours he raised a complaint with ebay or paypal and left me negative feed back. Did he think I was going to leave the country with and live the high life until his 50 pence was spent?

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I sent a faulty Kat Kat back, with a stern letter of complaint and disappointment. One of the fingers was missing a biscuit.

I bought a £1.50 bag of chocolate 'mis-shapes' from Wilkinsons and found it only contained these. Solid choc - no biscuit. Must have been two pounds of chocolate in that bag. Tasty!

As the man said "The best revenge is living well.."!!

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I bought a £1.50 bag of chocolate 'mis-shapes' from Wilkinsons and found it only contained these. Solid choc - no biscuit. Must have been two pounds of chocolate in that bag. Tasty!

As the man said "The best revenge is living well.."!!

You go girl! Givin' it to the man!

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Over my many years as a garage proprietor I have had the following:

A customer (A GP) Who brought back the car I sold him and complained that he got two punctures in the first month.I paid him for the repairs.

A customer who took his Astra that we had fully serviced into a main dealer and brought me a bill for a service from them. (Advised to FO)

A customer who drove into Quik Fit andwas told that all four shock absorbers needed replacing.The car had passed the MOT at an independent tester the day before (Advised as above)

A customer who negotiated a discount on the basis of buying an MGB "as seen" and then sent a solicitor's letter complaining that "The car had a small tear in the fabric of the driver's seat" (Solicitor advised at length in spoof legalise to FO)

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There's endless tales of nutjob customers returning products with imperceptible problems.

The other thing with customer complaints is a very, very large number are exceedingly disappointed to just be handed a replacement product after marching into the store. Often the primary reason for their visit, is not the faulty toaster, but a displacement rant and/or opportunity to feel superior to somebody.

To be fair, I once returned a self-inflating ground mat from Aldi (or Lidl, can't remember which), because it didn't self-inflate and wasn't a mat. Just sat there in a curly heap asthmatically trying to suck through the wee air-valve....

Got a full refund no problem, SOGA!

I was politeness personified however, and had a genuine complaint, so feck all to do with this thread really. Ah well!

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Just tell them to feck off if they don't respond reasonably. Companies that accommodate unreasonable behaviour from customers deserve everything they get IMO.

Welcome to the sales team! :blink:

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I bought a £1.50 bag of chocolate 'mis-shapes' from Wilkinsons and found it only contained these. Solid choc - no biscuit. Must have been two pounds of chocolate in that bag. Tasty!

As the man said "The best revenge is living well.."!!

Ah, broken biscuit selection. Ever taken the box back because some were whole? ;)

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Just tell them to feck off if they don't respond reasonably. Companies that accommodate unreasonable behaviour from customers deserve everything they get IMO.
That's all very well if you own the company, but if you're a frontline employee, especially in the public sector, being rude to customer, however justified, is about the quickest route to losing your job if the customer decides to take matters further.

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I complain a fair bit, but only when it is genuinely justified. Companies are out to make money, and most are not that bothered if they over charge, or fall short of what is agreed. I very rarely rant though, I find it best to get the person you are complaining to to see it from your point of view in a rational fashion. This technique has served me well and has probably saved me thousands of pounds over the years.

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There's endless tales of nutjob customers returning products with imperceptible problems.

Of all selling channels shops/catalogue/online the absolute worst is ebay. A constant stream of complete t1ts drunk on the power to leave negative feedback - you don't get anything like it through normal mai order/online.

Disappointing really, as it shows how unsuited many people are to be trusted with responsibility and act fairly.

The other thing with customer complaints is a very, very large number are exceedingly disappointed to just be handed a replacement product after marching into the store. Often the primary reason for their visit, is not the faulty toaster, but a displacement rant and/or opportunity to feel superior to somebody.

Yep, I remember McJobbing in retail when I was a young 'un. It was the first time I'd really encountered the great mass of the general public and was frankly amazed what a haughty, sour faced, miserable bunch of ***** many of them are.

Many were nice and chatty, but seemed to think anyone with a low wage and a name badge was their personal cat to kick. Basically, if they had some product that was fine and/or well past the return period they only had to act like an arsehole and a manager would just give them whatever they wanted - new product, full refund, voucher for petrol money. The nice chatty happy customers never got this extra special treatment. Why waste so much on a the *****ers that are merely costing time and money?

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A nearby country house which has been converted to a hotel is featured on the review site "trip advisor"

Most of the reviews are glowing with praise, but the management have taken the time to reply to some of the less positive comments. The reviews are summarised to save space.

************************

Liked — the grounds

Disliked — shabby, uncomfortable and pompous

(Management representative)

19 May 2008

This lady got very cross with many at <The hotel>; our staff, our management, Spa members and other hotel guests.

Most people have now recovered, and are moreover encouraged to believe that the authoress of these tirades is unlikely to return.

*************************

Liked — views

Disliked — dreadful staff

anagement response from Hartwell, Director and General Manager

(Management representative)

6 Sep 2007

This complaint is not what it appears.This strange guest, although known to the hotel, on this occasion made obscene remarks to a waitress, swore at staff and at other quests, a group of lawyers who complained in writing about his behaviour. He has been informed that he is persona non grata in our hotels.

************************

I can't tell you how much I want to be in the position to be able to tell bad clients exactly what I think of them.

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A lot of complaining customers tend to be called names like Roy,Gerald, Rod, Dennis, Alan - which seems to suggest men of a certain age find trivial complaints an irresistible lure.

I once got my car back from repair at a garage and found an added extra inside - a used condom. I was young then and didn't say anything - if that happened now I'd probably go ballistic. You can add Tony to the list !

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A nearby country house which has been converted to a hotel is featured on the review site "trip advisor"

Most of the reviews are glowing with praise, but the management have taken the time to reply to some of the less positive comments. The reviews are summarised to save space.

************************

Liked — the grounds

Disliked — shabby, uncomfortable and pompous

(Management representative)

19 May 2008

This lady got very cross with many at <The hotel>; our staff, our management, Spa members and other hotel guests.

Most people have now recovered, and are moreover encouraged to believe that the authoress of these tirades is unlikely to return.

*************************

Liked — views

Disliked — dreadful staff

anagement response from Hartwell, Director and General Manager

(Management representative)

6 Sep 2007

This complaint is not what it appears.This strange guest, although known to the hotel, on this occasion made obscene remarks to a waitress, swore at staff and at other quests, a group of lawyers who complained in writing about his behaviour. He has been informed that he is persona non grata in our hotels.

************************

I can't tell you how much I want to be in the position to be able to tell bad clients exactly what I think of them.

Pulling up customers on unreasonable behaviour often doesn't have the negative impact on business you might think.

A good strategy is to ask them what they'd like you to do - this unexpected bit of decision-making seems to throw them off their ranting and you can let them dig their own hole.

Customer: It's disgraceful you're selling faulty toasters

We don't make them it's inevitable that there'll occasionally be faulty products that have to be returned but we'll happily replace, What would you like us to do?

Customer: You should test them all before you sell them

Would you be happy to buy products that have been unwrapped, handled and used. I'd think a majority of customers wouldn't be.

Customer: Er, er

There's a myth that good customer service is capitulating to every customer whim and bending over and getting ar5se-raped by any scam merchant or buyer with remorse. Good big spending customers typically are the most reasonable and least hassle. Let the pains in the ar5e go and disrupt a competitor's business.

__________

An interesting phenomena with online is persistent pains in the ar5e are just blocked from buying. There could come a point in the future where they struggle to buy what they need - there's no law you have to sell something to someone or against discriminating on the grounds someone is an ar5ehole.

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We hear a lot about the old chestnuts to do with poor performance by staff in both the public and private sectors. In the public sector we hear talk of 'non-jobs' and 'jobsworths', while the private sector is more the domain of the 'cowboy' and the 'con-man'.

But what about the customers? OK, we can't expect all customers to be easy and sometimes their complaints are valid. But I'm not talking about those people. I'm talking about the ones who make a stand about some grievance from a totally unreasonable viewpoint and tie up a huge amount of staff time dealing with their perceived trivial problem, or non-problem even.

A fictitious example would be someone who gets their car back from the garage and notices that a bic ball-point pen is missing from the driver's door pocket. Rather than forget about it, the person has a run-in with the garage manager and threatens to report the theft to the police, after refusing the goodwill offer of a replacement pen. This sounds ridiculous but these things happen, and if they occur in the public sector they're more likely to be blown out of all proportion because staff can't just tell the trouble-maker to get lost like the boss of a private business can.

So I wonder how much of the nation's commercial time is wasted by ridiculous behaviour by dotty customers.

People who work in shops / retail, or in the public sector get all that they deserve as most are complete twonks.

Any situation where you do not get the correct service, or where behaviour is not up to standard deserves an appropriate response. You do need to know when you have won though. A box of pens could have been quite fair, but I would have held out for some post-its and blu tack.

I complain if I feel that the service / product that have paid my hard earned cah for is not up to standard. On Sunday I took back a phone to Vodafone. It was only 5 months old and they wanted to repair it and I wanted a replacement. Some strong and quite loud complaining and I got the replacement. They tried to treat me as some stupid so they got both barrels. Serves them right. Twonks! Shame about the people waiting behind me, but perhaps it helped them!

So, in summary Public Sector / Retail attract people who are Twonks = people who should not deal with customers.

So stop moaning and start complaining.

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I once got my car back from repair at a garage and found an added extra inside - a used condom. I was young then and didn't say anything - if that happened now I'd probably go ballistic. You can add Tony to the list !

I probably wouldn't classify that as a trivial complaint and if I ran a garage I'd give the car a valet and offer you the next service free.

It's not the genuine complaints but, a lot of people, as they don't come into contact with them, don't realise how many utter c0cks there are out there.

I've been on store visits where there's some disgruntled customer who's being unacceptably abusive towards staff. I quite like to have security remove them from the shopping centre as I think it's good for the staff to see management isn't in favour of people being vaerbally abusive towards them.

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  • 150 Brexit, House prices and Summer 2020

    1. 1. Including the effects Brexit, where do you think average UK house prices will be relative to now in June 2020?


      • down 5% +
      • down 2.5%
      • Even
      • up 2.5%
      • up 5%



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