Disneyland General
Topic: What ever happened to courtesy from CM's

#	Author	Message
31	Zwitek Thu 12/4/2008 12:48p	<<< I deal with public relations all the time and if there is one thing I have learned from the experience is that the ones that yell foul the loudest are the ones that created the situation to begin with, and you can take that to the bank. >>> This is my experience as well. It's often amusing to hear a customer ranting into the phone about all of the awful things an employee said to them, when you know darned well that words like that were never used by the employee. The amount of hyperbole just boggles the mind sometimes. <<< Working in customer service does NOT mean you need to tolerate being abused. Not in the least. As I said, there needs to be a way for employees to kick unreasonable customers up the chain. There's no reason they should have to stand there and be berated, anyway. >>> Absolutely true. And in fact, there have been lawsuits by employees for being subjected to a hostile work environment because customer abuse has not been checked. Some customers will complain just because they can. I've worked for major companies that have actually had the president call the customer to inform them that we will no longer do business with them based on their behavior. Some places understand that there is only so much one can do. Even Disney I imagine, understands this, and while some of the people that work there might think that "never" means "never," I'd counter with never say never.
32	Goofyernmost Thu 12/4/2008 7:17p	>>>This is my experience as well. It's often amusing to hear a customer ranting into the phone about all of the awful things an employee said to them, when you know darned well that words like that were never used by the employee. The amount of hyperbole just boggles the mind sometimes.<<< So true! One of the best things that we got recently were camera's that record action and sound. For those of you that don't know I work for a municipal bus company. We will get these outragious calls from people telling us what terrible things the driver did or said to them...how totally "rude" they were and on and on. When they get done ranting we say, Please give us your name and phone number because we are going to pull the film from the on bus video and will get back to you with the results or possibly more questions to help our investigation. The next sound we hear is "click" and a dial tone. It kinda makes one grin.

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