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Inarticulable Customer Complaints
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<blockquote data-quote="PPH_over_9000" data-source="post: 5514214" data-attributes="member: 79761"><p>That's actually comforting to hear. I've had several complaints but they don't vary wildly. In fact, with all but one involving a seasonal co-worker, the customer complaining couldn't even explain what they were complaining about-- just that they didn't like the interaction and felt off-put afterwards.</p><p></p><p>That's why I'm struggling with this. If I'm screwing up, I'll own it-- just tell me what the specific problem was and it won't happen again. If all they can tell me is that the customer just didn't like me and couldn't pinpoint it to any action, behavior or words of mine, then it honestly feels like it shouldn't be my problem. </p><p></p><p>I mean, I knock out over 200 deliveries a day, so 1 complaint means that there were at least 199 situations that went smooth as silk. Hell, half the time in the sticks I walk away with a business card from someone running some kind of hustle/business out of their home and we exchange numbers (like "bro, you mean to tell me you have an oil that can make my beard even thicker?! Right on, boss, sign me up") </p><p></p><p>Then if you look further into it, it's the same customers that keep calling in. It's almost like they're just upset that their regular driver has been out on injury for nearly half a year and they're not getting the preferential, break-the-methods-to-service-the-customer experience that they've been getting for the past 14 years.</p><p></p><p>I already know the answer to that, though. "But it is my problem now," lol, which is why I'm trying to navigate this whole situation instead of sweeping it under the rug. Personally, I'd like to get myself a bodycam to either exonerate or condemn me-- figured UPS would be happy with those options presented. One supe' agreed immediately, then I asked for that approval in writing and the witness supe came in and said they couldn't authorize it without shooting it up the corporate chain.</p><p></p><p>We'll see.</p></blockquote><p></p>
[QUOTE="PPH_over_9000, post: 5514214, member: 79761"] That's actually comforting to hear. I've had several complaints but they don't vary wildly. In fact, with all but one involving a seasonal co-worker, the customer complaining couldn't even explain what they were complaining about-- just that they didn't like the interaction and felt off-put afterwards. That's why I'm struggling with this. If I'm screwing up, I'll own it-- just tell me what the specific problem was and it won't happen again. If all they can tell me is that the customer just didn't like me and couldn't pinpoint it to any action, behavior or words of mine, then it honestly feels like it shouldn't be my problem. I mean, I knock out over 200 deliveries a day, so 1 complaint means that there were at least 199 situations that went smooth as silk. Hell, half the time in the sticks I walk away with a business card from someone running some kind of hustle/business out of their home and we exchange numbers (like "bro, you mean to tell me you have an oil that can make my beard even thicker?! Right on, boss, sign me up") Then if you look further into it, it's the same customers that keep calling in. It's almost like they're just upset that their regular driver has been out on injury for nearly half a year and they're not getting the preferential, break-the-methods-to-service-the-customer experience that they've been getting for the past 14 years. I already know the answer to that, though. "But it is my problem now," lol, which is why I'm trying to navigate this whole situation instead of sweeping it under the rug. Personally, I'd like to get myself a bodycam to either exonerate or condemn me-- figured UPS would be happy with those options presented. One supe' agreed immediately, then I asked for that approval in writing and the witness supe came in and said they couldn't authorize it without shooting it up the corporate chain. We'll see. [/QUOTE]
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