Please discuss a difficult situation. (Project 5-3) Also, respond to a fellow student's post. (Utilize empathy, where possible...don't forget acknowledge another's emotion!)
Me and my husband had got a loan from navy federal credit union to buy a car. Well like 6 months ago we paid the loan off and requested out car title. They said they sent it out but we never recieve it. Then my husband calls them to ask them about it and they said they never recieved our title but we had a reciept saying they recieved it. Everytime we call to see what is going on they always give us the run around about it which is B.S Because this is not the first time we had this problem dealing with titles. We recieved a letter from the bank stating they never recieved the title from a motorcyle we had bought but we know they did because we had a reciept saying they did. This highly upset my husband and I so much to where we are thinking about switching banks. It's the second time it has happen they need to get their stuff together.
I feel Fallons' pain. NFCU has had problems keeping customers happy for a long time. Fallon I suggest you give USAA a shot. I'm sure you will be very pleased with the customer service offered there.
fallon - this is typical run around that alot of banks do. They do this because the title is literally worth thousands of dollars to them. On a legal basis, unless they have proof that they sent it to you (ie registered letter), which they should be using for auto titles anyway, they really have no legal legs to stand on. I would take them to court to get their attention, afterwhich the car title will probably magically appear at your doorstep in a few days.
A difficult customer service situation I experienced involved my experience with Sprint. I'm sure every Sprint customer has had a run in or two in which Sprint customer service is horrible. My story begin when I added another line to my previous plan. When this change took effect I was advised by the customer service rep. that this would be a simple change and that both phones would appear under the same bill as a new family member. So month or two we goes by and I noticed that I was receiving two seperate bills. I call Sprint to inquire as why I was recieving two bills and the customer service rep. said to disregard the old bill because their system is still updating my account and this problem would be resolved next month. So another month goes by and receive two bills again. So I call Sprint once more and this time they tell me I should have call to confirm the cancellation of my previous account and so now I had to pay both bills because I failed to confirm the cancellation (in which I was never told to do so). So I spoke with their customer service rep manager and he concurred with his subordinate. So I hug up in their faces and never paid the bills.
i used 2 work @ a travel agency as an admin asst and we had this very upset client. she came n2 the office screaming about some plane tickets she had bought thru us and she looked on a website and found some cheaper tickets so she wanted 2 get her money back for the tickets she had purchased thru the agency. it wasnt really my place 2 tell her wat was goin' on but i explained to her that she pays monthly 4 the agency's services so we would take the cost from the tickets out of her next month's payment. she became even more irate and said she wanted her money in her hand right then. i let her kno that all we could do was reduce the ticket amount from her next month's payment. she spoke to the owner of the agency about her problem and he told her the same things i had. she threatened to leave the company and he told her if she did that she would still have to pay for the services she used before she terminated her account with us. she said she wasnt paying anything and told us where we could go and how fast we could get there. she called later 2 apologize for bein' rude and told us she had ordered first class tickets thru us and wen she went online she looked up economic tickets. so...yeah... i understand that she was feeling upset but if she did more research she woulda saw that she looked up a cheaper ticket than wat she ordered thru us.
I am an estimator and I do cost analysis for our customers. We have one customer that serves like a middleman for another company. He emailed me directly requesting for some prices and cost analysis. He asked me to email it back before their meeting at noon and I did. He emailed back after 3 minutes asking me to recalculate, so I did. Then, he called me and asked me for more different scenarios (what ifs) that might lower their prices and of course I did. He is getting frustrated because he was not seeing the prices that he is looking for and that the time is running out. I said I understand and then I asked him what prices we should be on. I worked with him and adjusted some product specifications that can be adjusted to meet the prices that he should be on. I worked with him all through out and provided him charts and graphs that he can use for that meeting... to convince the management to do this particular business with us. I provided many scenarios for them. They liked it and from then on we try to listen more to what the customers are saying and work with them the way they want it.
I am an estimator and I do cost analysis for our customers. We have one customer that serves like a middleman for another company. He emailed me directly requesting for some prices and cost analysis. He asked me to email it back before their meeting at noon and I did. He emailed back after 3 minutes asking me to recalculate, so I did. Then, he called me and asked me for more different scenarios (what ifs) that might lower their prices and of course I did. He is getting frustrated because he was not seeing the prices that he is looking for and that the time is running out. I said I understand and then I asked him what prices we should be on. I worked with him and adjusted some product specifications that can be adjusted to meet the prices that he should be on. I worked with him all through out and provided him charts and graphs that he can use for that meeting... to convince the management to do this particular business with us. I provided many scenarios for them. They liked it and from then on we try to listen more to what the customers are saying and work with them the way they want it.
In my line of work, I deal with Difficult customers all the time. The easiest way to diffuse them is to show apathy. Make it seem like you are disinterested and that you could care less about them or there problem...it sounds like it will make them madder, but usually this softens them up like butter and your are better able to help the customer.
I USED TO GO TO THIS CORNER STORE/GAS STATION ON THE CORNER OF PROVIDENCE AND CAMPOSTELLA ROAD AND THERE IS A SET OF PROJECTS RIGHT DOWN THE STREET FROM THE CORNER GAS STATION/FOOD MART AND THIS PLACE CAN BE DESCRIBED AS GHETTO ONE NIGHT I WAS IN THERE BEHIND THIS LADY AND SHE WAS TRYING TO PAY FOR GAS WITH ABOUT 25 DOLLARS WORTH OF COINS AND TRYING TO BUY BEER WITH A GOVERNMENT ASSISTANCE CARD THIS LADY WENT ON AND ON FOR ALMOST 30 MINUTES AND THE MORAL OF MY STORY IS THAT IF YOU BITCH AND MOAN ENOUGH YOU CAN
I live with 3 other people at my house.. (roomates) the whole situation is a pain in my neck. things such as food, chores, and sharing are not always so easy to split up and keep fair. After a long day at work and knowing i had to come to school tonight, i lost my temper when i got home and did all the chores that where being neglected, went to the store and stocked up depleted things like soda, milk, and bread and ended up puting myself in a very uncomfortable situation. i ended up telling my roomates, in somewhat of a mean tone, to stop eating any of my food and that they better not touch a dish in the house unless they are going to wash it when they are done with it.. it goes on, but i'm not going to share anymore atm. that's one of my current difficult situations i have to deal with.
I had Nextel for awhile and decided not to renew my contract because I just couldn't afford it anymore. I emailed Nextel and told them that I didn't want to renew it, they said that once I paid for my balance due, I would have a zero balance and my phone would be turned off. So I paid the rest of the bill, and got a statement saying I had a 0.00 balance..A month later, I got a bill for the phone, yet my number wasnt even in service anymore. So I called them and they said the phone was still on. However, I couldn't use the number! So they said they noticed that I hadn't used the number and they put my balance back to 0 and turned the phone off. That was about a year ago, and to this day, I still get statements from Nextel saying I have like a 30 cent credit. Confusing and I will never get Nextel again!
A difficult customer service I exprenced was with bank of america. I over drew my account a total of $8.00. I over drew it 4cents, and then two $4 charges went thru. I got charged $35 for that 4cents. And $35 for each of the $4 charges that went thru. So for over drawing 8 bucks, I got charged $105. Every time I try to call them about it, they just BS me around. I am going to try to give them a call back tommorow.
I went to walmart and the service was bad if you want to feel how I felt then hit wallyworld on a friday or saturday between 4 n 8 there could have been more customer sevice reps to prevent angry customers. In conclusion the customer is always right cause those are the people in which companies get money.
17 comments:
Me and my husband had got a loan from navy federal credit union to buy a car. Well like 6 months ago we paid the loan off and requested out car title. They said they sent it out but we never recieve it. Then my husband calls them to ask them about it and they said they never recieved our title but we had a reciept saying they recieved it. Everytime we call to see what is going on they always give us the run around about it which is B.S Because this is not the first time we had this problem dealing with titles. We recieved a letter from the bank stating they never recieved the title from a motorcyle we had bought but we know they did because we had a reciept saying they did. This highly upset my husband and I so much to where we are thinking about switching banks. It's the second time it has happen they need to get their stuff together.
I feel Fallons' pain. NFCU has had problems keeping customers happy for a long time. Fallon I suggest you give USAA a shot. I'm sure you will be very pleased with the customer service offered there.
fallon - this is typical run around that alot of banks do. They do this because the title is literally worth thousands of dollars to them. On a legal basis, unless they have proof that they sent it to you (ie registered letter), which they should be using for auto titles anyway, they really have no legal legs to stand on. I would take them to court to get their attention, afterwhich the car title will probably magically appear at your doorstep in a few days.
A difficult customer service situation I experienced involved my experience with Sprint. I'm sure every Sprint customer has had a run in or two in which Sprint customer service is horrible. My story begin when I added another line to my previous plan. When this change took effect I was advised by the customer service rep. that this would be a simple change and that both phones would appear under the same bill as a new family member. So month or two we goes by and I noticed that I was receiving two seperate bills. I call Sprint to inquire as why I was recieving two bills and the customer service rep. said to disregard the old bill because their system is still updating my account and this problem would be resolved next month. So another month goes by and receive two bills again. So I call Sprint once more and this time they tell me I should have call to confirm the cancellation of my previous account and so now I had to pay both bills because I failed to confirm the cancellation (in which I was never told to do so). So I spoke with their customer service rep manager and he concurred with his subordinate. So I hug up in their faces and never paid the bills.
i used 2 work @ a travel agency as an admin asst and we had this very upset client. she came n2 the office screaming about some plane tickets she had bought thru us and she looked on a website and found some cheaper tickets so she wanted 2 get her money back for the tickets she had purchased thru the agency. it wasnt really my place 2 tell her wat was goin' on but i explained to her that she pays monthly 4 the agency's services so we would take the cost from the tickets out of her next month's payment. she became even more irate and said she wanted her money in her hand right then. i let her kno that all we could do was reduce the ticket amount from her next month's payment. she spoke to the owner of the agency about her problem and he told her the same things i had. she threatened to leave the company and he told her if she did that she would still have to pay for the services she used before she terminated her account with us. she said she wasnt paying anything and told us where we could go and how fast we could get there. she called later 2 apologize for bein' rude and told us she had ordered first class tickets thru us and wen she went online she looked up economic tickets. so...yeah...
i understand that she was feeling upset but if she did more research she woulda saw that she looked up a cheaper ticket than wat she ordered thru us.
I am an estimator and I do cost analysis for our customers. We have one customer that serves like a middleman for another company. He emailed me directly requesting for some prices and cost analysis. He asked me to email it back before their meeting at noon and I did. He emailed back after 3 minutes asking me to recalculate, so I did. Then, he called me and asked me for more different scenarios (what ifs) that might lower their prices and of course I did. He is getting frustrated because he was not seeing the prices that he is looking for and that the time is running out. I said I understand and then I asked him what prices we should be on. I worked with him and adjusted some product specifications that can be adjusted to meet the prices that he should be on. I worked with him all through out and provided him charts and graphs that he can use for that meeting... to convince the management to do this particular business with us. I provided many scenarios for them. They liked it and from then on we try to listen more to what the customers are saying and work with them the way they want it.
I am an estimator and I do cost analysis for our customers. We have one customer that serves like a middleman for another company. He emailed me directly requesting for some prices and cost analysis. He asked me to email it back before their meeting at noon and I did. He emailed back after 3 minutes asking me to recalculate, so I did. Then, he called me and asked me for more different scenarios (what ifs) that might lower their prices and of course I did. He is getting frustrated because he was not seeing the prices that he is looking for and that the time is running out. I said I understand and then I asked him what prices we should be on. I worked with him and adjusted some product specifications that can be adjusted to meet the prices that he should be on. I worked with him all through out and provided him charts and graphs that he can use for that meeting... to convince the management to do this particular business with us. I provided many scenarios for them. They liked it and from then on we try to listen more to what the customers are saying and work with them the way they want it.
In my line of work, I deal with Difficult customers all the time. The easiest way to diffuse them is to show apathy. Make it seem like you are disinterested and that you could care less about them or there problem...it sounds like it will make them madder, but usually this softens them up like butter and your are better able to help the customer.
I USED TO GO TO THIS CORNER STORE/GAS STATION ON THE CORNER OF PROVIDENCE AND CAMPOSTELLA ROAD AND THERE IS A SET OF PROJECTS RIGHT DOWN THE STREET FROM THE CORNER GAS STATION/FOOD MART AND THIS PLACE CAN BE DESCRIBED AS GHETTO ONE NIGHT I WAS IN THERE BEHIND THIS LADY AND SHE WAS TRYING TO PAY FOR GAS WITH ABOUT 25 DOLLARS WORTH OF COINS AND TRYING TO BUY BEER WITH A GOVERNMENT ASSISTANCE CARD THIS LADY WENT ON AND ON FOR ALMOST 30 MINUTES AND THE MORAL OF MY STORY IS THAT IF YOU BITCH AND MOAN ENOUGH YOU CAN
GET WHAT YOU WANT WITH WHATEVER YOU HAVE
I live with 3 other people at my house.. (roomates) the whole situation is a pain in my neck. things such as food, chores, and sharing are not always so easy to split up and keep fair. After a long day at work and knowing i had to come to school tonight, i lost my temper when i got home and did all the chores that where being neglected, went to the store and stocked up depleted things like soda, milk, and bread and ended up puting myself in a very uncomfortable situation. i ended up telling my roomates, in somewhat of a mean tone, to stop eating any of my food and that they better not touch a dish in the house unless they are going to wash it when they are done with it.. it goes on, but i'm not going to share anymore atm. that's one of my current difficult situations i have to deal with.
I will never get Nextel either, cheers!
I had Nextel for awhile and decided not to renew my contract because I just couldn't afford it anymore. I emailed Nextel and told them that I didn't want to renew it, they said that once I paid for my balance due, I would have a zero balance and my phone would be turned off. So I paid the rest of the bill, and got a statement saying I had a 0.00 balance..A month later, I got a bill for the phone, yet my number wasnt even in service anymore. So I called them and they said the phone was still on. However, I couldn't use the number! So they said they noticed that I hadn't used the number and they put my balance back to 0 and turned the phone off. That was about a year ago, and to this day, I still get statements from Nextel saying I have like a 30 cent credit. Confusing and I will never get Nextel again!
A difficult customer service I exprenced was with bank of america. I over drew my account a total of $8.00. I over drew it 4cents, and then two $4 charges went thru. I got charged $35 for that 4cents. And $35 for each of the $4 charges that went thru. So for over drawing 8 bucks, I got charged $105. Every time I try to call them about it, they just BS me around. I am going to try to give them a call back tommorow.
PS. I hate bank of america
I went to walmart and the service was bad if you want to feel how I felt then hit wallyworld on a friday or saturday between 4 n 8 there could have been more customer sevice reps to prevent angry customers. In conclusion the customer is always right cause those are the people in which companies get money.
Post a Comment