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Inarticulable Customer Complaints
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<blockquote data-quote="PPH_over_9000" data-source="post: 5513267" data-attributes="member: 79761"><p>Just kind of fishing here. I'm going to try to be vague, but if anyone wants more clarification I'd be happy to message them.</p><p></p><p>I've recently found myself the recipient of several complaints in short order. Every complaint the customer calls and says that I made them uncomfortable. I've been in the office once before on account of a PVD where it turned into solely a my-word-versus-her-word situation-- with nothing else to consider-- and management took hers over mine. As a result I had to sign a few policy forms.</p><p></p><p>Recently I was pulled into the office again. Two complaints the day before. I wasn't surprised, as I had two weird interactions that I phoned in on-route.</p><p></p><p>"What'd I do?" I asked shortly into the meeting.</p><p></p><p>'I don't know,' the supervisor said. Yet he had already met and spoken with both customers after I called him about strange customer interactions.</p><p></p><p>"What did I say?"</p><p></p><p>Dead eyes, he hit me with "I don't know" again.</p><p></p><p>I sat for a moment. I thought carefully, and after a few seconds asked "Is there any way we can articulate the problem? Can you tell me what about my actions, my behavior, my words led to this?"</p><p></p><p>Dead eyes again. "No," he said.</p><p></p><p>There was a lot of back-and-forth after this and a little bit of preamble, but it's the gist of it. The meat and bones. So, long story short, tl;dr, whatver, I've got a suspension I need to grieve in the morning. Anybody here have any advice for me, or experience with this kind of thing? I don't understand how I can be disciplined for the way a customer feels when that customer can't articulate why they felt that way.</p></blockquote><p></p>
[QUOTE="PPH_over_9000, post: 5513267, member: 79761"] Just kind of fishing here. I'm going to try to be vague, but if anyone wants more clarification I'd be happy to message them. I've recently found myself the recipient of several complaints in short order. Every complaint the customer calls and says that I made them uncomfortable. I've been in the office once before on account of a PVD where it turned into solely a my-word-versus-her-word situation-- with nothing else to consider-- and management took hers over mine. As a result I had to sign a few policy forms. Recently I was pulled into the office again. Two complaints the day before. I wasn't surprised, as I had two weird interactions that I phoned in on-route. "What'd I do?" I asked shortly into the meeting. 'I don't know,' the supervisor said. Yet he had already met and spoken with both customers after I called him about strange customer interactions. "What did I say?" Dead eyes, he hit me with "I don't know" again. I sat for a moment. I thought carefully, and after a few seconds asked "Is there any way we can articulate the problem? Can you tell me what about my actions, my behavior, my words led to this?" Dead eyes again. "No," he said. There was a lot of back-and-forth after this and a little bit of preamble, but it's the gist of it. The meat and bones. So, long story short, tl;dr, whatver, I've got a suspension I need to grieve in the morning. Anybody here have any advice for me, or experience with this kind of thing? I don't understand how I can be disciplined for the way a customer feels when that customer can't articulate why they felt that way. [/QUOTE]
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