Dealing with angry customers

[CROWNVIC4LIFE]

Originally Posted By: demarpaint


As a side note I was called up by a customer and he threatened to kill me, then he said he was going to blow up the trailer for the used car department. I asked him to do it on a Tuesday. His reply was [censored]? I said I was off on Tuesdays, but if he came in on Monday I'd be happy to help him. He laughed and was no problem at all when he did come in.



If this happened in Miami he most likely would have came back on Monday and killed you and blown up the trailer t-boot.

 

[bladecutter]

What about when the shoe is on the other foot?
When you are the customer, and you just can't get the service you really want to pay for, and no one can offer you a good reason why they won't do it.

Right now, for well over a week, I've been trying to help my fiance to buy a new Fiat 500. Our only requirements are that it is a Sport Model, Manual, Blue, and has a spare tire. You would think we were asking for someone to build us the USS Enterprise with the way we get run around, or offered cars that we simply don't want.

One particular issue I have yet to understand is I called a Fiat dealer in Fort Worth Texas, as their websites clearly show that they have 5 cars in their inventory that meet our requirements exactly. I live in Colorado, so I am searching dealers outside my area as the dealer here doesn't have what we're looking for.

Anyway, I originally called this dealer back on 8/22, talked to Stewart, and told him what I was looking for. He asked me to email him pics of the car we want to trade in for it, to which I did, and didn't hear back from him.

On Thursday, I sent an email to his auto dealer, and asked what's up? On Friday, I finally heard back from their Studio Manager, Jeff, in an email reply to me that he's sorry for Stewart not getting back to me, and he gave me a great trade in value for our car.

I talked to Jeff Saturday, and asked him to send us a full price quote so that we could know how much everything was going to cost, and email it to me.

Yesterday morning I called back, wound up talking to Stewart again, asked him to send me the price quote, and he assured me that he would.

Its Tuesday now, I still have no price quote, and I simply can't understand why a dealer that has a customer willing to drive nearly 700 miles to buy one of the 5 cars they have sitting on their lots just plain refuses to send the price quote and make a sale.

I just can't understand what in the world is going on.
I literally haven't asked for ANYTHING other than a car they have plenty of, and for them to email me a price quote.

Is that really too much to ask for of a car dealer?

Several other car dealers haven't had that issue, though.

BC.

 

[pottymouth]

There are jerks on both sides of the counter. No point in getting worked up no matter which side you are on.

 

[Trajan]

Originally Posted By: Bladecutter
What about when the shoe is on the other foot?
When you are the customer, and you just can't get the service you really want to pay for, and no one can offer you a good reason why they won't do it.



I move on. No histrionics needed.

 

[urchin]

For every customer that is a jerk there is a saleman/customer service rep that balances that factor.


I can't recall the number of times over the past decade or so how many times I have been a great customer (respectful, polite, civil, reasonable, ect) and the sales or customer service people have been rude, incompetent, uninterested in resolving issues or problems, and sometimes just plain outrageous in their behavior towards me.

I definitely think that the past decade or so has seen the almost complete disappearance of "customer service" in the terms it has been traditionally known for.

 

[cbear]

I've been in various types of sales for 12 years. I first try to figure out if you are actually going buy something from me at some point. If not, you are not a customer. You are wasting my time that I should be generating revenue and commision. I'll be polite and helpful, but not so you can go buy it off the internet.