Tuesday, March 20, 2012

Being rude to customers.

I love listening to Frat Boy take supervisor calls. People think talking to a supervisor is going to get them what they want, or that the supervisor has magic powers. And sometimes, that might be right. But it's rare. I know the company's rules, and I know situations where those rules are bent. I confirm that with Frat Boy if the customer gets bitchy, and ask him if there's anything we can do. If he says no, I apologize to the customer for the inconvenience and repeat the company rules. If they insist on going to a supervisor, then okay, off to Frat Boy they go. If I can manage to avoid calls to listen to him talk to them, I do, because it is fucking hilarious.

The last time I did that, he did his usual greeting and when the woman launched into her rant (she wanted us to just send her a brand-new piece of equipment she didn't have the correct setup for, because she absolutely refused to have a technician in her house), he cut her off. "I know what the situation is, and I know what my agent told you. She gave you all the correct information, and there's nothing else I can do for you."

Holy shit, my manager actually backed me up? No fucking way! I literally do not remember the last time that happened in a restaurant.

Yesterday I heard him talking to someone else's idiot customer. He explained a policy to this person again, and when the customer started to get an indignant, Frat Boy goes, "Oh, don't act so shocked!" I fucking love it. Another time, "You can yell at me and repeat yourself as many times as you want, it doesn't change the fact that you signed up for this service, you used it, and you will be paying for it." And another time, "You did not cancel your HBO channels, and this charge has been clearly printed on your last five bills. If you didn't look at that, that is your fault, not ours."

Or yesterday, "I'm not giving you anything free. What else can I do for you?"

Makes me want to be a supervisor.


SkippyMom said...

Keep at it and I guarantee you they WILL promote you.

I loved all his responses, but the last one is my favorite, because that is exactly what they want. They are probably non tipping [unsubstantiated] complainers at their local Red Lobster too.

Loving your posts.

DMT said...

Frat boy must be related to a trainee manager we had a few years ago. A stuck up bitch gave newbie a hard time I cant exactly remember what she said but it was something along the lines the standard at this shop must have dropped if they hired someone like you. The newbie was a 16 year old starting her very first job so you can imagine the state she ended up in. The trainee manager was sent over to deal with the complaint and positioned himself where the camera could see him and with a big friendly expression on his face he said "Your behavior towards our staff is completely unacceptable, and I'm not going to entertain your complaint so get the fuck out and don't come back". As far as I know he's still managing a store at the other side of the country.

DriveThruGuy said...

Frat Boy sounds awesome, thr type of supervisor we'd all like!

JhenC said...
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