Do disgruntled customers really have to show signs of aggression to get good service? - General

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because when it's all hunky-dory you are just another customer. showing agression can drive away customers so they keep you toned down in order to attract sales. If you had kicked up a fuss at a peak time they would just ring it through

A polite customer got the service as advertised by a coupon, that is all that happened. The coupons weren't valid for the way you wished to use them, so you didn't get to. I deal with people like you on a daily basis, at least five a day, as I work at a retail store. Learn to read the print on those coupons and understand that employees aren't going to make exceptions because "that one guy seems nice", otherwise every "guy that seems nice" will have exceptions made, or be given special treatment or deals. That is not how it works.

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[QUOTE=Relys;22224661]I've worked in the customer service industry as well, and that's not how a manager should act. The coupons (actually, lets call them vouchers shall we. Seeing as my father paid for them)... Ok so the vouchers purpose was to gain publicity and create a greater customer base for starting businesses. I don't know what kind of place you work in, but I would categorize Quizno's as a slightly "classier" fast food restraint. How would you like it if you were helping me, and such a situation occurred. What if I had called you expletives, spit on both the sandwich's, stepped outside of the door, walked 10 feet and the walked right back in now demanding that you honor the coupon because I complied with the fine print. Would you rather have had that, because it's what you're advising me to do.[/QUOTE] Firstly, Quizno's is a fast food restaurant just like Subway or McDonalds. Second off, if I were to have been in the situation, I would have notified my manager just like the employee did, and the manager would have said the same thing. However, if you were to act in the way you did, I would have been inclined to notify security/police because you were being belligerent. If you came back in, we would probably ask you to leave as you could be frightening other customers or creating a scene. If you calmed down and became reasonable, then placed an order that complied with the voucher we'd have no problems. If you continued to act in a hostile manner that you claimed you would, I would again ask you to leave (as would my manager) and if you remained, I'd notify the police. [quote]tl;dr I order two subs and I don't realize the radio vouchers limited one per purchase until they were already created. I argued my case to the manager with the backup support of the customer behind me. I was polite but showed my disprove. They do not try to please me, and I left the place with one sandwich. I then drive across town to their other location and receive my second sandwich. The second sub they created at the original location was a sunk cost because they had to throw it out and the restraint is a chain not a mom and pop. [/quote] Does it matter that you have "back up support?" The voucher was not valid for the transaction you were trying to make and the employees aren't going to make exceptions for random Joe Schmoes off the street.

So basically by verbally attacking an employee that is following the rules you managed to get your way. Good job.

I'm pretty sure the words on the coupon that says "one coupon per customer per visit" are on there for a reason. They're not going to ignore that just because you're a polite person, regardless if you WEREN'T and threw a hissy fit instead. That's not a bad rep on the company if you stamp your feet and throw a temper tantrum, that's a bad rep on you as a person. The people in the restaurant aren't going to look at the manager and say, "Wow, he didn't give the man a sandwich, what a dick". They're going to look at the customer and say, "Jesus christ, just pay for the other damn sandwich you cheap bastard." That's why they print those "rules" on coupons. If they let everyone use more than one, they would lose profits, even if it's not by much. They honestly don't care if the customer has a fit because they don't know how to read.

Vegiburgers, yuck

Fuck yeah, being a pushover gets you nothing, being aggressive gets you a free room after a shiity experience with a hotel.

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Couldn't you just have gone back ten minutes later and gotten the other sandwich?

[QUOTE=Relys;22224860]Ok, then mister wise and mighty retail clerk. What should I have done to get my way? [/QUOTE] To get it done your way, you should have had a second person with you to validate the voucher's terms.

[QUOTE=Relys;22224860]Ok, then mister wise and mighty retail clerk. What should I have done to get my way?[/QUOTE] Your way? The way it is was printed on the coupon. There is no "your way".

[QUOTE=Relys;22224860]Ok, then mister wise and mighty retail clerk. What should I have done to get my way? Take the inverse of everything you just said, and you hit it spot on.[/QUOTE] So the employee attacked you?

Good god brevity is the soul of wit. In about seven hundred less words: [quote][list][*]Relys goes to Quiznos [*]He tries buying a sandwich for himself and his dad using two coupons but because his dad isn't there, they won't let him use the second coupon [*]Relys just buys the one sandwich and writes a huge wall of text about it[/list][/quote] Edit: Terrible PR? Really? Yeah I'm sure the stockholders are really shaking over this.

[QUOTE=Daolpu;22224898]To get it done your way, you should have had a second person with you to validate the voucher's terms.[/QUOTE] If i dont have a witness everytime mcdonalds gives me the wrong burger, I don't deserve my rightful order?

Don't be a puss. If he doesn't get you what you want, you rip his fucking eyes out.

[QUOTE=Relys;22224403]The sun pored down upon my pale face as I excited the building. [/QUOTE] I am inclined to know how you are able to excite a building seeing as they have no genitals. :crossarms:

[QUOTE=mzathemind;22224931]If i dont have a witness everytime mcdonalds gives me the wrong burger, I don't deserve my rightful order?[/QUOTE] He means because the "voucher" said only one coupon per customer. Had his father been with him, he could have rang up a separate order and had his father use the second voucher.

Learn to read, it isn't hard to understand the terms of a coupon. If it says one per visit it means one per visit. You wouldn't have gotten your way, being nice was the mature thing to do. But being an asshole wouldn't have done you any good, in fact it would have more or less got you kicked out of the store. It isn't like the employee made the coupon or the rules. The regional HQ or corporation made it, hell be lucky that they even did a promotion like that. Most retail stores don't do shit like that. Nothing more irritating then a uneducated or ignorant customer. I deal with them on a daily basis.

[QUOTE=mzathemind;22224931]If i dont have a witness everytime mcdonalds gives me the wrong burger, I don't deserve my rightful order?[/QUOTE] What does that have to do with what I said? His voucher had rules and he was trying to break them. That is a mistake on his part, not on theirs. Also, yes you have a witness, it's your receipt.

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The general attitude of customer service employees towards customers is disfavor. There are too many ignorant and rude customers thinking they can do whatever they want just because they're paying for the meal. Headquarters of companies have rules and if the employees of one of the stores under that company's rule BREAKS one of those rules, they could get in trouble and even get fired. What would you rather do, piss off a customer who is trying to get you to break these rules or let them do so and be fired for it?

[QUOTE=Relys;22224958]It's a voucher that I paid money for. Like a MC Donalds gift card. The sandwich's were already created and they were just going to throw one of them out. There's a time for fine print, and there's a time to just let something side in sake of not pissing away your customer. Geez, does everyone on facepunch work in customer service (and hate patrons) or just have a bad understanding of it?[/QUOTE] It's a voucher that you paid money for, that has restrictions on what its uses are. A gift card has no restrictions as it is a card with actual value tied to it, that can be traded for services. The sandwiches were created but they were not yet your property, as you had not paid for them. I work as a retail associate and I enjoy many of my customers. They are regular people who I see week in and out, and I get to help. I do not like customers who cannot read simple instructions, or believe they are entitled to something they are not.

[QUOTE=Relys;22224860]Ok, then mister wise and mighty retail clerk. What should I have done to get my way? [/QUOTE] For one, 'wise and might retail clerk' how delightfully patronizing, and two, it's not about 'getting your way' are you a toddler or something?, if it said one per customer, it's one per customer, I don't see what's so hard to understand there, customers shouldn't so signs of aggression to get their way, they should read the fine print and not act like children when they don't get everything handed to them.

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You may feel entitled, but that doesn't mean you are.

[QUOTE=Relys;22225239] Maybe I just have too high of expectations for receiving customer service for fast food and low wage labor. When I worked in retail I would direct the customer to my manager who would always smile and do whatever he could to appease the customer (which sometimes meant making small insignificant exceptions).[/QUOTE] Generally, fast food tends to not really treat its customers with such respect and happiness. From my experience, fast food is, for the most part, interested in profits and getting you in and out of the store as fast as possible. Retail is different. Retail wants to help the customer find what they need as quickly and efficiently as possible and generally have nicer establishments with employees who are more interested in assisting you. The customer service varies with each store, however, but usually retail and fast food have different standards. So what you have come to expect from employees within a retail establishment, you cannot expect the same from a fast food restaurant.

[QUOTE=Relys;22225239]But when I talk to the manager about a local voucher I paid money for and explain that my dad gave them to me for lunch I feel entitled that whoever is in charge of the store does a little bending over to make me feel better.[/quote] holy fucking entitlement complex you paid for vouchers fully accepting the terms that were written on them, nothing more. [QUOTE=Relys;22225239]a local voucher I paid money for and explain that my dad gave them to me for lunch [/quote] wait, you paid money but your dad gave them to you?

What I don't understand OP, is where exactly you're getting this sense of entitlement. You are [B]entitled[/B] to use one coupon per visit. That is it. There are rules set in place by these establishments that you are meant to follow. You are in no way entitled to anything greater than that. To adress a somewhat unspoken issue, you seem to be under the impression that they should just hand over their product because it would otherwise go to waste and they would lose profit. While this may be true, in the grand scheme of things, this is not what they are trying to prevent. If they have to honor you (keep in mind, you are no one in particular to them, just another customer) then they are obligated to honor the requests of every single other customer's demands and requests, resulting in a much greater net loss than that of a single sandwich. In retrospect, It also seems that in the end Quizno's came out on top. Not only did you spend money at one of their locations, but two.