@Tinuviel said in Real World Peeves, Disgruntlement, and Irks.:
@Thenomain said in Real World Peeves, Disgruntlement, and Irks.:
When is customer service good?
In the context of being/working in customer service, there are occasions when you have truly exceptional customer interactions.
Honestly, my rule of thumb is "whatever is going wrong, it is not the fault of the person you are talking to." The interaction may not always be exceptional, but it should at the very least always be polite. (And even if it is their fault, assuming it's someone else's and acting accordingly will usually be a better path to resolution.)
I mean, if the delivery driver forgot part of your order, don't stand there and yell at them as though you're sure it's their fault; maybe it is, but someone else might have entered your order wrong, the person packing the order might have left something out, etc. If it's the driver's fault they probably feel bad enough already for the mistake, and if it wasn't their fault, being shouted at for someone else's mistake which they had no part in will not improve their night. Nor will it incline them favorably towards helping you solve the situation.
(And if they offer to go back and get the missing thing for you, always good to up the tip a bit to make up for the extra gas they used on that round trip!)