The Condescending Customer Service Representative – Episode 14 #InTheLab
You Know What Really Grinds My Gears? The condescending customer service rep.
You know who I’m talking about. That person at a place you frequent that just doesn’t understand customer service. They need to be right, they seem to dislike human interactions, they make you feel bad for simple things. Usually a customer representative at a front desk or a place that interacts with people a lot. It’s sad really.
I was at a hotel in Saskatoon, I checked into my hotel. I parked my car and walking past the lobby I ask cheerfully to the bellhop, “g’day mate! Could I trouble you for the wifi password?” he looks up from the very important work he was working on and in a condescending tone says, “oh, it’s in the package they gave you when you checked in, but here I can give it to you again.”
Why did he have to do that? When you’re helping someone you don’t need to add the attitude. It’s a lose lose situation. Think about it. He makes his point, they DID include the wifi password in the binder of papers they gave me, but now I think he’s a pretentious prick because he called me out for a simple question asked.
Remember what Dale Carnegie taught us in How to Win Friend and Influence People. Never tell someone they’re wrong. It’s just not a polite thing to do.
I’ll be willing to bet I know which hotel in Saskatoon that was. Did a major broadcast event with a major team and the manager there was willing to raise the ire of my entire ad agency, the major sports team, and CBC Sports.
Yes! This grinds my gears too. A few months ago I was looking to buy a new vehicle. I was torn between two vehicles, so I went to two dealerships to check out each one. At one dealership (Mazda Regina) I received exceptional service and I really liked the vehicle, but I still wanted to check out the other one I was interested. So I went to the other dealership (which will remain unnamed) and here’s how the conversation went:
Me: Hi, I’m interested in this vehicle.
Him: Oh yes (rattles off details of vehicles). And I highly recommend that you lease this vehicle over X number of years.
Me: Actually, I’m looking to just purchase it outright.
Him: No, listen, i recommend to all my clients that you lease. You should really lease.
Me: No you listen. I’m an accountant. And I know my own financial situation. I’m looking to purchase.
Him: (Chuckles condescendingly). Okay. I think you’re making a mistake but okay.
Me: you know what, I think I’m just going to go buy the other vehicle I was looking at.
Him: (Chuckles condescendingly). Oh you’re probably looking at a Honda. It’s not as good as this one.
Me: Actually, no I’m not. But I appreciate you telling me what I want and how I want it. Goodbye.
Ugh!!!
Thanks so much for reading Elizabeth!!! Oooooow the car industry, it’s ridiculous, I feel your pain!!
It’s like people do business thinking humans don’t have a memory or that they aren’t going to be upset when over-sold to.
Keep fighting the good fight!!
Jeph