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laundryhater
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« on: February 28, 2001, 02:21:27 pm » |
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Ugh!!!
I just had a very rude customer. Every month this CPA comes in and hands me a stack of paperwork to be filed with our office. And instead of just dropping it off and letting me stamp them in when I don't have a line of customers at my desk, she also hands me a check list (which is not necessary if she would simply double check her stack before she leaves her office -- she is just making extra work for me) that I have to verify that I received each document and sign at the bottom. Now this is not a small stack of documents either. It is a stack of 40 or 50 documents!
While I was doing my best to verify that I received everything on the checklist, she started drumming her fingernails on the counter (very rude!). But I didn't comment on it, I kept my cool and continued checking the list.
Then she said, "How much longer is this going to take? I have to be somewhere!"
Then I just about lost it. I said as calmly as I could muster, "I'm trying my best to make sure it's accurate. When I sign my name to a document verifying receipt, I like to be accurate. And it IS a big stack."
Oh, she really has some nerve!!
I think next time I am going to put her in one of our service booths and have someone else help her because I don't have time to be her personal secretary AND help the other customers in line behind her AND answer the phone.
I wish I could suggest to her that she make photocopies of the documents and I would gladly date stamp her photocopies instead of going through a lengthy checklist. But then should would probably think I was being rude, and we can't have that now can we??? Because the customer is always right - ugh! I hate that saying! Why is it that Receptionists are expected to be nice and kiss butt even if the customer is rude? We are human too darn it!
I'm seriously thinking of finding a new career path.
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msrobbie
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« Reply #1 on: February 28, 2001, 02:44:34 pm » |
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There is a special place in heaven/the afterlife/the next life (pick one!) for the truly good and patient receptionists and customer service personnel.
Don't wish this person away on another of your co-workers. Just do your efficient best, smile pleasantly, but don't give in. Since she obviously believes her time is so very important, maybe it will eventually dawn on her that she should come up with an easier way of presenting this documentation to you. The problem is hers, not yours. You are doing your job and doing your best, so good for you!
And, hopefully, the next person you have to deal with after this woman will be a pleasant, smiling soul, and you'll be glad you held your temper so you can give a pleasant person your full attention.
Vent! This is the place for it! Hey, we've all been there . . . done that.
Robbie
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daisylee
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« Reply #2 on: February 28, 2001, 03:25:28 pm » |
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Oh yes, the "My time is more important than your time" syndrome. I think you handled her beautifully, and unfortunately, there isn't much you can say or do that would ever change this type of person.
Once again, this is where my imaginary bazooka comes in handy. I just pull it out of the pretend closet, aim and fire...problem eliminated! The visual is usually enough to make me feel vindicated, and yet I've never lost my cool.
In any case, I know how you feel, been there LOTS of times...hope you won't have to deal with her again for a while!
Keep the faith (and keep the bazooka loaded!)
Daisy
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sungoddesslv
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« Reply #3 on: February 28, 2001, 04:41:33 pm » |
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Laundry,
As irritating as it is for you, Ms. Robbie is right. And another thing, if she checked her documents at the office before bringing them to you; then realized after dropping them off that something is missing -- who knows you might get blamed for losing it. Because of her behavior, I would continue to check in the documents against her list and consider it CYA.
She is ONLY one customer and it is ONLY once a month.
Just "hang" in there Laundry, one day something will come your way.
Rain, rain go away and never come back -- this is the desert after all.
sungoddess in rain-drenched LV
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andrea843
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« Reply #4 on: March 01, 2001, 05:22:16 am » |
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Venting is good, venting keeps us sane sometimes, but don't forget action girl friend!
See your immediate supervisor and inform him/her of this potential issue. Let them in on the action you've taken to keep this customer happy, and solicit input on how to handle future encounters with Ms. "My time is more important than YOUR time."
This way, when she complains,, and she most likely will at some point, YOU are already documented as trying to find a better way to "serve" this customer.
If she doesn't complain, you're still viewed as professional because you have concerns about how this particular customer's needs are being met.
Ain't it grand when it works out like that? So cut em off at the pass parder! Get to thy supervisor and lay them thar cards out for the light of day to shine upon!
My nickel...
Andrea
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yankeestarbuck
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« Reply #5 on: March 01, 2001, 09:06:17 am » |
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Wow, you're all very nice people. I toured 2 years in receptionist country and believe me, I made all kindsa noise. Actually, one person made me so angry, I cast a fake magic spell on him and damn near made him wet his pants! This I don't recommend to anyone. But boy, was it fun! LAundry, you're a saint and you know it!
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laundryhater
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« Reply #6 on: March 02, 2001, 02:02:41 pm » |
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Thank you all for your posts! I think that was exactly what I needed to hear. It's great to know that you are all out there dealing with the same stuff and can lend a sympathetic ear when I need it.
You all just brightened my day!
You're right - I need to toughen up and not let one rude customer ruin my whole day. I will give my best customer service and try harder to let the rude remarks slide right off of me like the grease that it is.
A big Thank You to all of you!
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