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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

about customers/customer service employees?

18 replies

StupidSlimyGit · 03/08/2017 02:21

We've had thread about bad customer service and bad customers, but I was wondering if we could have one about good customers/customer service employees who stood out to you for a change. I'll go first.
I've had a pretty rough time recently, just back at work now from maternity leave, and though obviously my customers don't know what has been going on in my private life they saw me getting more and more pregnant and then disappear. Many even asked as my pregnancy went on how I was etc.
Today a lovely gentleman in his mid fifties came to my till, it's the first time he's seen me since I went on mat leave. Immediately he asked me how my DD was (he'd remembered that I was having a girl not just that I was pregnant), he then asked if I was easing myself back into work carefully, he didn't want me to over do it and run myself down. Told me I should look after myself and that I'm brilliant at my job. There is no way he could know just how much those words could mean to me, especially from someone who sees me for just a few minutes every week nor just how much I need them right now. In a sea of people who forget I'm human he really stood out and made my day, I stood a little bit taller for the rest of my shift and I've felt more positive this evening even though I'm exhausted because someone not only noticed that I try, but mentioned it to me and showed they care.
So please, anyone else out there have a positive experience they want to share from either side of the customer service role? Lets spread the good things and see if we can restore some faith in humanity!

OP posts:
littlemisssweetness · 03/08/2017 09:33

The speech and language secretary at alder hey- she is absolute darling!

Ghjklf · 03/08/2017 10:01

That's a lovely post OP and a lovely thread. Flowers

I haven't got any specific examples but I'm regularly pleased at how helpful customer service people are inthe U.K. There are some bad apples but generally people are pleasant and polite

I guess my most recent one was my local hardware store happily price matching an online price even though I'd clearly have been happy with a smaller discount.

Original poster
StupidSlimyGit · 03/08/2017 10:47

I think secretaries sometimes get a bad rap so I'm glad to hear of appreciated ones and that's good about the price matching. I go to a local art shop for all my craft supplies, he usually price matches the big stores and when he doesn't its because what he is selling is just so much better quality.
Can I add a shout out to all those customers who take a moment to make a comment to managers, customer services or head office when they are pleased with the service they receive. Those few moments it takes can make a colleagues week and brighten the spirits of all of the staff.

OP posts:
Birdsgottaf1y · 03/08/2017 10:52

In Liverpool City Centre there is a male employee, who is lovely.

He lives on the Wirral and offeres to check his local Wilkinsons stores and carry items into work,in Liverpool for people, if they want them quickly/haven't got them showing online. I've watched him deal with all sorts of customers, whilst in the queue and he treats everyone in a helpful/understanding manner.

Nicknacky · 03/08/2017 10:55

I took my family me my dad to a really popular hotel and I had to persuade my dad to get on a ferry to go there as he is terrified of a them. My mum had died about 6 months before so first time dad had been away.

I booked a room big enough for all of us and when we got there it was lovely but a lot smaller than I was expecting and dads put up bed had been put up at the bottom of my bed so not ideal.

I went to reception and spoke with the manager, and as I expected they had no other large rooms or lodges for but offered a single room for dad at the other side of the hotel but I said no as I didn't want him going to bed on his own and explained the reason. Mourns out the room was a maximum of four persons so we should never have been given it.

Disappointed I went back to the room and five minutes later the manager came to the room said she felt terrible and refunded all our money, including dinner to the value of over £450 and gave us drinks vouchers. So impressed with how they dealt with it and way above my expectations.

SelfObsessionHoney · 03/08/2017 11:01

I was heavily pregnant and waddling due to SPD and had to go to B&Q to get paint for DS's nursery, DP couldn't go as he doesn't drive.
Went to paint counter, got my paint mixed and the bloody wonderful lady in the paint counter carried my paint to the till and then loaded it in my car for me. It was such a kind thing for her do do and was much appreciated. I emailed into head office to let them know. I hope she got the feedback.

My local doctors has a whole squad of kick ass, take no shit, but will help as much as they can, receptionists.
I started bleeding in early pregnancy, rang the surgery as I wasn't sure what I should do as it was before I'd been seen by the midwife.
Receptionist wasn't sure what to do, so put me on hold while she checked, while another receptionist rang through to a GP and a third one called EPU to get me booked in the next morning. I got seen and everything was fine. They got chocolates for that.

Original poster
StupidSlimyGit · 03/08/2017 11:02

birdsgotta hopefully someone who knows him will see this and recognise him to pass it on. He sounds fantastic.
Nicknacky I'm sorry about your mom, you sound lovely to think of your dad like that. I'm glad the manager did that for you and your family, hope you still had a good holiday.

OP posts:
Original poster
StupidSlimyGit · 03/08/2017 11:06

SelfObsession I'm sure the feedback will have been passed in, my experience in customer service is that those comments are rare and head office goes berserk making sure everyone hears about it. It makes our week in my supermarket when a positive note comes through, everyone but especially the colleague involved benefits from the lift in morale.
I'm glad your doctors receptionists were such a help and everything was ok too. It's terrifying having an early bleed.

OP posts:
HirplesWithHaggis · 03/08/2017 11:10

DS2 works in a call centre for a bank, chasing up unpaid debts. He tries really hard to get people to say they are "vulnerable" or "having financial difficulties" in some way so he can refund charges. He's had folk literally crying with gratitude when he manages to find a way to refund a couple of hundred quid, which helps get them past the immediate crisis.

He also gets unpleasant wanks too, of course, yelling, cursing and pointing out how much money they have in other accounts... Hmm

Roseformeplease · 03/08/2017 11:11

My local supermarket is about 50 miles away (Yes, really, welcome to Scotland) so we only go when we have to and get lots from the tiny village. It also 'owns' the only town centre car park where I have parked for free for 25 years.

Got a vile Parking Eye pay us or else ticket (£100). Took it into the supermarket and explained I had not realised as don't come in very often. Lovely manager cancelled it! I had proof I had spent £££ in there but he didn't even want to see it.

Nicknacky · 03/08/2017 11:12

Thanks stupid It was just the one night we were away but it was lovely as it had a hot tub on the balcony overlooking the hills and dad soon forgot the ferry trauma when he was in it with a jack Daniels!

Going to Italy with him soon and Florida in October!

SelfObsessionHoney · 03/08/2017 11:16

stupid I'm glad the feedback will ptobabky have gotten to her, she made my day.

Original poster
StupidSlimyGit · 03/08/2017 11:31

Hirples your son sounds lovely and like a real credit to you Flowers
Nicknacky have a fantastic time!
SelfObsession I'm sure you made hers too, most companies have reward programs for colleagues who get comments sent through to head office.

OP posts:
Gettheleather · 03/08/2017 12:37

This reply has been deleted

Message withdrawn at poster's request.

Polarbearflavour · 03/08/2017 13:18

The receptionist at my new GP surgery. Very friendly and helpful, she registered me and then without being asked said did I need to see a GP that day? I saw a GP within 20 mins! Never happened before.

MargaretTwatyer · 03/08/2017 13:20

Guy at Nando's in Centertainment Sheffield really looked after me when I was very heavily pregnant with twins and I was really hot. Only a young guy, nobody had to prompt him. He took DS up to the ice cream factory and everything. I could have cried.

caffeinestream · 03/08/2017 13:55

The receptionist at my local GP. I moved up a while ago but never registered because I didn't need to. When I needed an appointment, she got me registered and seen that day. I didn't even ring up at opening - probably about mid-morning. I was really impressed.

I always hear such shitty things about receptionists but I've honestly never had any issues with any of them.

namechangedforthisreply · 03/08/2017 21:52

Last Christmas I had placed a click and collect order at Morrisons for our Christmas food. I had booked as soon as the slots were released and was due to collect at a specific time on Christmas Eve. A few days before I was in a car accident and my car was written off so I called the store and asked them to swap then time so DH could could collect on the way home from work. Instead the amazing store staff delivered the order to my house in heavy snow and had upgraded a couple of items to larger sizes due to my order not being correct.

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