The situation where the customer can not be made to "feel" they were right is quite rare. The only thing a c.s.r. shouldn't have to take is serious verbal or physical abuse. Outside of that, you try to find a solution that is a win-win for both customer and business.

 

I've never said otherwise...

 

I've simply stated that "the customer is ALWAYS right" motto is not entirely true all the time.

And you make that assertion based on what?

 

Do you know how I handled the situations I've mentioned?

I guess kind of like this:

 

I didn't get paid enough to ask every single customer who forgot to order something whether or not that was all they wanted multiple times.

 

I got paid $6.10 an hour to deal with a bunch of rude customers and do dishes.

 

I wasn't doing any more work than I had to.

 

If someone wanted a drink bad enough, they would have told me about it.

 

:idunno:

You can act like you know everything about me all you want, but the fact of the matter is you know absolutely zero.

I've known you since you were a little squirt.

I guess kind of like this:

 

:idunno:

 

I was talking about taking someone's order.

 

If I asked them at the end of their order "Can I get anything else for you?", what else was I supposed to do? Ask them again?

 

If they order a "meal" and then order a drink, regardless of what that drink is, most people will think that is the drink they want with their meal. I'm not saying that the McDonald's handled the situation with Rockmom correctly, because I don't think they did. When she came in and informed them that her order was not correct, they should have taken care of it immediately. However, I can see why there was confusion.

I've known you since you were a little squirt.

 

You know my BGP persona , not me.

 

In all seriousness, I have never had a problem working in customer service and I don't foresee myself ever having one.

I was talking about taking someone's order.

 

If I asked them at the end of their order "Can I get anything else for you?", what else was I supposed to do? Ask them again?

 

If they order a "meal" and then order a drink, regardless of what that drink is, most people will think that is the drink they want with their meal. I'm not saying that the McDonald's handled the situation with Rockmom correctly, because I don't think they did. When she came in and informed them that her order was not correct, they should have taken care of it immediately. However, I can see why there was confusion.

 

I used to work @ a Starbucks with a drive through, so I was fully understanding how the mistake could be made. HOWEVER, I don't understand, if they assumed I got the hot chocolate as my drink, that they charged me $1.99 for it separately from the meal. It was the last thing I ordered.

 

I accepted that there could have been a misunderstanding at every point that I spoke to someone. However, I said I wanted to BUY an additional hot chocolate, which they never even offered to ring up or make.

 

In the overall scheme of things, I absolutely can understand how the mistake was made, and accept that maybe I should have ordered in a different manner.

 

What I can't accept, or excuse, is the complete and total refusal to let me buy another hot chocolate and to give me the drink that went with my meal (coffee), and the manager telling me I needed an attitude adjustment, and yelling more as I walked out the door.

 

There was absolutely no attempt by anyone to help me get what I really wanted, whether I needed to pay more or not. I even said I'd pay more, despite already having paid for something I didn't want.

Once again RM, don't let this die. As has already suggested, send this entire thread to the McDonalds corporate headquarters. I bet you get immeadiate results.

The way you were treated was inexcusable.

Here you go Rockmom:

 

http://www.mcdonalds.com/contact/contact_us.html

Once again RM, don't let this die. As has already suggested, send this entire thread to the McDonalds corporate headquarters. I bet you get immeadiate results.

The way you were treated was inexcusable.

And make sure you make it clear how many views this thread has had, as well as the geographic range of our membership.

I think some of you pass too much judgment and reach some conclusions prematurely on here. I really don't think you can form an opinion on someone based on a sentence or two on the internet, which were made in an attempt to joke around.

 

Say what you mean and mean what you say>

Really? RTS didn't start that?

 

I know it's been around forever, but that doesn't mean it's always true.

 

Thanks for the sarcasm. Well, I guess that it's sarcasm. Perhaps not. Again, it's hard to tell.

And you make that assertion based on what?

On your own words.

 

 

I didn't get paid enough to ask every single customer who forgot to order something whether or not that was all they wanted multiple times.

 

I got paid $6.10 an hour to deal with a bunch of rude customers and do dishes.

 

I wasn't doing any more work than I had to.

 

If someone wanted a drink bad enough, they would have told me about it.

You said it, so I could only assume you meant it. What else was I supposed to take from that?

I used to work @ a Starbucks with a drive through, so I was fully understanding how the mistake could be made. HOWEVER, I don't understand, if they assumed I got the hot chocolate as my drink, that they charged me $1.99 for it separately from the meal. It was the last thing I ordered.

 

I accepted that there could have been a misunderstanding at every point that I spoke to someone. However, I said I wanted to BUY an additional hot chocolate, which they never even offered to ring up or make.

 

In the overall scheme of things, I absolutely can understand how the mistake was made, and accept that maybe I should have ordered in a different manner.

 

What I can't accept, or excuse, is the complete and total refusal to let me buy another hot chocolate and to give me the drink that went with my meal (coffee), and the manager telling me I needed an attitude adjustment, and yelling more as I walked out the door.

 

There was absolutely no attempt by anyone to help me get what I really wanted, whether I needed to pay more or not. I even said I'd pay more, despite already having paid for something I didn't want.

 

I understand your frustrations and they should have been more than willing to just give you whatever you wanted. I'm not disagreeing with you there.

Thanks for the sarcasm. Well, I guess that it's sarcasm. Perhaps not. Again, it's hard to tell.

 

It was a lot of sarcasm. :lol:

On your own words.

 

 

You said it, so I could only assume you meant it. What else was I supposed to take from that?

 

Then you might not want to consider working with the public in the future. Just my opinion. It's not something that's for everyone.

 

So based on ONE sentence about ONE certain situation, I shouldn't work with the public in the future? Seriously? You can't make that kind of assumption based on one sentence. In the grand scheme of things, that one sentence told you almost nothing about how good I am at working with the public.