I you lose your temper when you have a complaint, you've lost. You're complaint is no longer valid. Best to approach it with "the gentle art of verbal defense" remaining calmly focused on the actual complaint and how it is going to be resolved. It can't become a personal offensive/defensive thing no matter how much you want to question the person's lineage and reason for existence.
on 11/27/07 5:30 PM, R A Bennell at [EMAIL PROTECTED] wrote: > Around here a lot of government offices have notices on the counter that > essentially say our staff does not have to > put up with you yelling or using obscenities etc., and will not do so. Being a > customer service person in many of > these places means you deal with a lot of the crazies out there and take a > fair amount of personal abuse. My wife > works in the main library at the university here and she occasionally has to > tell a patron that they are out of > line and that she won't serve them so long as they insist upon being abusive. > They usually go off in a huff but > come back hanging their head after calming down. > So, I think that when normal people deal with some of the counter folks, the > counter folk are often ready for a > rampage because it just happens too often. > > Randy > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] Behalf Of Zoltan Finks > Sent: Tuesday, November 27, 2007 4:16 PM > To: Mercedes Discussion List > Subject: Re: [MBZ] Rant > > > Yeah, it's a funny thing - there's like a balance of power between the > customer and the provider. And it runs the gamut from a pleasant, > respectful cahsier to what you'll get at the DMV in any big city. > Doesn't have to be the dept. of motor vehicles though - that's just an > example. > > When I visited the Phx. area recently after living in MN for several > years, I was reminded all too quickly by the rental car guy how one > gets treated there. And as much as I don't want to offend the more > sensitive among us - face it - in most places, if you have a Black > cashier, you just need to brace yourself for the attitude. It starts > with them not even acknowledging you or looking at you, much less > saying hello. > > I recall one confrontation at the Olkahoma City Greyhound station. I > simply and courteosly stated that I had not received an itinerary, and > the big guy behind the counter acted like he wanted to assault me. > When I asked what their policy on getting a refund for my ticket was, > all he had to say was "aint gonna happen." I had to tell him to give > me the itinerary and to get his manger and that it was not too much to > ask - so just do it! He replied "excuse me? did you just tell me just > do it?!!" > > The point is the guy knew from experience that he could treat > customers that way - he held the power. > > The most amazing experiences I have had have been one particular > little independetly-run vehicle licensing office in Rochester, MN. > They were always respectful and helpful and most of the time jovial > and downright friendly. Now there was a proper power balance. > > Okay, I told you I was a stickler on this. Fortunately, the topic > title is "rant". > > Brian > > On 11/27/07, LarryT <[EMAIL PROTECTED]> wrote: >> Sounds like some Prima Donna attitude was present - widespread problem I >> fear - >> >> Larry T (67 MGB, 74 911, 78 240D, 91 300D) >> www.youroil.net for Oil Analysis and Weber Parts >> Test Results http://members.rennlist.com/oil >> PORSCHE POSTERS! youroil.net >> Weber Carb Info http://members.rennlist.com/webercarbs >> . >> >> ----- Original Message ----- >> From: "Rich Thomas" <[EMAIL PROTECTED]> >> To: "Mercedes Discussion List" <mercedes@okiebenz.com> >> Sent: Tuesday, November 27, 2007 12:58 PM >> Subject: Re: [MBZ] Rant >> >> >>> Exactly. There is no service ethic anywhere, anymore, that I can detect >>> among the proles. There was only one service writer there, a woman, who >>> appeared to be marginally competent but could not leave her desk/phone, >>> etc (though she did say she could go try to find someone, but it baffled >>> her when I suggested if she could do that then maybe she could just deal >>> with it) and the checkout chicas barely hablaed anglais and didn't seem >>> to understand why this was an issue, so that was a waste too. Anyway, >>> daughter unit had taken off by then, so moot issue at that point. >>> >>> Oh well, enough on this... >>> >>> --R >>> >>> Mitch Haley wrote: >>>> I don't know who you talked to wheh you picked it up, but I can't figure >>>> out why that person didn't just grab a bottle of something and a rag >>>> and clean your window right then and there. It's what I would have >>>> done, and it wouldn't have mattered if I was a manager, a writer, or >>>> even a mechanic who had nothing to do with your truck. >>>> Mitch. >>>> >>>> _______________________________________ >>>> http://www.okiebenz.com >>>> For new parts see official list sponsor: http://www.buymbparts.com/ >>>> For used parts email [EMAIL PROTECTED] >>>> >>>> To Unsubscribe or change delivery options go to: >>>> http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com >>>> >>>> >>>> >>>> >>> >>> _______________________________________ >>> http://www.okiebenz.com >>> For new parts see official list sponsor: http://www.buymbparts.com/ >>> For used parts email [EMAIL PROTECTED] >>> >>> To Unsubscribe or change delivery options go to: >>> http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com >>> >>> >>> -- >>> No virus found in this incoming message. >>> Checked by AVG Free Edition. >>> Version: 7.5.503 / Virus Database: 269.16.8/1154 - Release Date: >>> 11/27/2007 11:40 AM >>> >>> >> >> >> _______________________________________ >> http://www.okiebenz.com >> For new parts see official list sponsor: http://www.buymbparts.com/ >> For used parts email [EMAIL PROTECTED] >> >> To Unsubscribe or change delivery options go to: >> http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com >> > > _______________________________________ > http://www.okiebenz.com > For new parts see official list sponsor: http://www.buymbparts.com/ > For used parts email [EMAIL PROTECTED] > > To Unsubscribe or change delivery options go to: > http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com > > > _______________________________________ > http://www.okiebenz.com > For new parts see official list sponsor: http://www.buymbparts.com/ > For used parts email [EMAIL PROTECTED] > > To Unsubscribe or change delivery options go to: > http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com _______________________________________ http://www.okiebenz.com For new parts see official list sponsor: http://www.buymbparts.com/ For used parts email [EMAIL PROTECTED] To Unsubscribe or change delivery options go to: http://okiebenz.com/mailman/listinfo/mercedes_okiebenz.com
