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#1
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Why does our customer service roll over and die for every little customer complaint?
I'm just curious if anyone knows. We all have a million stories about this, and it just doesn't make sense.
I know the adage is "the customer is always right" and that they don't want to "lose" a customer by not giving them what they want, but at Blockbuster it's excessively ridiculous. I say this from experience. I've worked at other retail stores and other customer service jobs. Never have I encountered customer service policies that basically say if the customer complains loud enough to give them what they want no matter what, whether it's a $1 credit in late fees taken off or hundreds for whatever reason. In fact, I've never worked anywhere else with the atmosphere of having to give the customer what they want no matter the evidence or risk being reprimanded. Our one and only reason to say no to someone if they insist according to the higher ups is if they have multiple other credits on their account for the same reason (in the last six months and in your own store only of course since that's all you can check). That's it. Also, just being a customer of other companies, I know how much a pain in the ass most companies are if something is wrong and you need it righted. But not Blockbuster! You kept 3 hot new 360 games and 5 New Release movies for 6 months and are outraged you owe over $300? No problem! If the person in the store won't take it off, just call customer service and they'll take all of it off for you no questions asked! And the person who wouldn't take it all off in store will be written up by the DM for the cherry on top! I mean really, wouldn't you love all the companies you have a problem with to have this kind of customer service motto? |
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Flantanella (August 23rd, 2010), Ghost of AtlanticVamp (August 24th, 2010) |
#2
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I hate that fucking saying. Customers are never right, the guy who started that line needs his ass kicked
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abhorrent scowl (August 24th, 2010), BUYMECAR (August 23rd, 2010), djblade (August 23rd, 2010), JustTheFacts (August 23rd, 2010), Morbid Angel (August 23rd, 2010), Woodstock (August 23rd, 2010), yodavsjason (August 24th, 2010) |
#3
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Maybe at one point the customer was always right. Then, people being people, found out that by abusing the system (giving an inch, taking a mile) they could get out of all sorts of trouble by browbeating the poor sap who has to abide by "the customer is always right." Years of this permeating retail culture has turned everyone into a victimized me-firster with a bloated sense of entitlement, and for you to refuse anything to them whether it's their fault (most likely) or not, is to take away what they feel is rightfully theirs. People have forgotten all about personal accountability, manners and responsibility because they know they can walk all over the system.
In a Blockbuster perspective, we have computers with account history to prevent said monetary losses, due to irresponsibility. Some guy has been renting for years, has accumulated more ASALES than a lottery win would pay off, has personally cost the store almost $1,000 in lost fees because we're supposed to bend to this guy? Or, really, is his spending $3 at our store so important that we'll give up potential hundreds in revenues, from customers who can't rent it due to it's being unavailable to the balance being wiped from his account because he's blowing hot air? To quote Mallrats, "The customer is always an ASSHOLE." Blockbuster is not helping by waiving these balances, it only reinforces this. Some people think "The squeaky wheel gets the grease", only to horribly misinterpret it as "The bigger a dickhead I am, the more free shit and penalty removals I get away with!"
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The Following 4 Users Say Thank You to deathbydanny For This Useful Post: | ||
abhorrent scowl (August 24th, 2010), Morbid Angel (August 23rd, 2010), sparklez631 (August 23rd, 2010), yodavsjason (August 24th, 2010) |
#4
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That being said, BBI should recognize it's not all your customers, but a particular segment. If they were smart, they'd reward good customers as they use the stick on bad ones. Regards, Mike |
#5
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Good customers are always right, stupid ones are never.
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The postings on this site are my own and do not represent Blockbuster's positions, strategies, or opinion. The postings on this site are my own and do not represent DISH Network's positions, strategies, or opinion. |
#6
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customer service is outsourced, they are told to take care of the customer and that's what they do. Best to jusy find a resolution in the store so it doesn't go to customer care and get escalated to your DM, cause their just gonna call the SM and say take care of it, then be pissed at your store for hurting the district scorecard ranking
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#7
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Once again, Danny has nailed it. Personal responsibility has become an outdated relic in many areas of life. But aside from blaming the customers (who when they act like this so richly deserve our scorn), we also have to blame the company.
Every stinking time a customer acts up with a bloated sense of self importance, what is the message we get from above? Does your DM tell you to hold the customer accountable for their own actions? In our case, I have personally heard the DM say "I don't want to have to deal with it. Take care of it in-store." But taking care of it in-store can mean only one thing (if we want to stop it from escalating to the DM level), giving them what they want. Now I understand not every situation is the same. If you have a customer with 1200 rentals who argues once about something they forgot to return, then yeah, it makes sense to let it slide. But we're talking here about chronic abusers. The ones who feel they are too special to follow the rules. Then I hear talk about how we don't want to lose a customer. Lose a customer? Lose a customer to who? You can't get away with shit like this at Redbox. We are the only ones who bend over and invite a lube-free reaming. But that's how we roll here. We know it and worse, so do the customers. Just once... just one fucking time I'd like to hear a DM say "You know what? You kept the movies, you owe the money. Pay up or talk to collections. We'd love to keep you as a customer... as long as you actually pay what you rightly owe." But that would require actual effort on the part of the DM. And history has shown me that DM's aren't real big on actual work.
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Why does this pic somehow remind me of Blockbuster? [SIGPIC][/SIGPIC] |
#8
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^ Exactly.
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Maybe this should be the story thread about ridiculous credits we've had to do. Here's one for me: Old woman comes in. I mean, really old, like at least mid-80s. She tells me we've been charging her for stuff she doesn't owe and wants the money back. I pull up her account. Immediately I recognise the name as someone else who uses a pass regularly (I've never seen this actual old lady before). Then she pulls out stacks of bank statements wanting to show how we've been charging her card every month for years the same amount (and of course she's just now noticing). It's the morning and in-between other customers I finally get the whole story out of her: She has a son who's 50-ish, and he's the one who uses the pass regularly. Apparently, he brought his dear old mom in to sign up for the pass whenever it was (I could only see back six months). She says that she "assumed" it was only for one month and wants every other month they've used the pass refunded to her. You see where this is going. I actually feel bad for her because she's old and her mooch of a son has been getting free rentals on her behalf. But I also have a feeling that she was clearly explained the rules of the pass when she signed up. So I told her I'm sorry and that we can cancel the pass now. I also told her we can't refund years worth of passes that have been used (and her son is the come in once or twice a day type) but I'll refund the last month. Get this: when she understands her son is still using the pass SHE SAYS DON'T CANCEL IT BUT STILL WANTS A REFUND OF ALL THE OTHER MONTHS INCLUDING THE CURRENT ONE! And she was getting mad about it. So I told her I'd have to check into it and get back to her. I check with my DM and of course she doesn't want hundreds in a refund so she tells me to tell her we'll give her a refund of 3 months. That doesn't work and the woman calls customer service. Long story finally short, she gets a HUGE refund for a pass that was constantly used, and still being used. That's BB customer service. |
#9
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golly, what does this issue even have to do with blockbuster lucky_me?
I'd tell the woman, Yeah, I know your son very well, I see him like twice a day. He's been in charge of this program you've been paying for her for the past year and has been using it. Like I said, I see him about twice a day switching out his movies. So ma'am, what exactly are you asking me to do here, do you want me to talk to your son about how he's been actively using this thing you've been paying for twice a day over the past year? I'm sure he'll pop in here soon enough. I mean I'd love to help, but I think this is an issue between you and your son. I could write down the amount of money a years worth of this program would cost so that you can discuss this with your son. I can write a note that you'd prefer your son not to use the account anymore. He's the one that owes you the money. I would have really focused on how little this has to do with me and blockbuster, as it is a personal matter between her and her son. I could give the information she needs to hold a case in an argument with her son, but I can't manipulate anything on her account when its been actively used every day for the past year. I would be happy to change things from now on including removing his name or cancelling the pass. So I'd be all like I hear what you're saying but why are you telling ME this yo. I ain't your son. He's the one thats been spending your money. Here I'll give you some dirt on that sucker. Last two movies he rented is Body Language and Body Language presents The Naked Truth. Thats some real pervy stuff I tell you what.
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[SIGPIC][/SIGPIC] Don't believe in yourself - believe in ME! Believe in the KAMINA who believes in YOU! |
#10
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Seriously, it doesn't matter how rational your approach is, if you respond with anything other than "OK, you can have your money back", she still goes to customer care and still gets her refund. And once again, the guy behind the counter who just tries to do his job, is the bad guy.
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Why does this pic somehow remind me of Blockbuster? [SIGPIC][/SIGPIC] |
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wheresmikey (August 24th, 2010) |
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