The Progress Coaching Blog

Your Customer Service Stinks !

February 28, 2014 Posted by : Tim Hagen
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Years ago I used to be a member of country club to play golf and one of the things that I hated more than anything is that to get good service you had to be the biggest complainer. Service people gravitate and assist people when they scream the loudest yet when you're calm and polite to file your complaint you seem to be ignored. Recently I stayed at one of the hotels are typically stay at when I go to visit a client. The service was needless to say atrocious. We could not check-in without them having to take your credit card information manually. What made it worse is it took so long and the staff did not know what to do. In the morning afterwards I walk by the front desk to ask for stapler when I found no manager on duty with no one at the front desk for 45 minutes. As I looked on the desk seeking a stapler I saw all the manually written credit card orders. Essentially, I had access if I wanted to everybody's credit cards. After a few other incidents I decided to call the general manager. Three days later I have yet to receive a call back and the funny thing is my client in that area happens to be the biggest customer. I went over his head and called his boss and immediately got a phone call back within 30 minutes. The voicemail needless to say was terse, straightforward,  and I would venture to gain not very friendly. As he called me back he asked if I called general manager and I said yes. What made it so disturbing I had to get in that angry mode to get someone's attention; otherwise, I would imagine I would've continued to be ignored. Why do we have to scream the loudest or be the rudest to get the most attention?


What are your thoughts? What have been your experiences?


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About Author

Tim Hagen
Tim Hagen

Tim Hagen founded Progress Coaching, a Training Reinforcement Partner Company, in 1997. His entrepreneurial career began in college leading to positions in sales, sales management, and sales training for small and large corporations, and eventually ownership of several training companies. Tim is often a keynote speaker at companies teaching the value of coaching and conversations in the workplace. He possesses a unique combination of hands-on experience, academics, and innovative insight to solve the industry’s most common challenges specific to workplace performance. Tim holds a bachelor’s degree in Adult Education and Training from the University of Wisconsin, Milwaukee.

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