Opinions on this customer service response (ODEON)
21 October 2010, 05:46 PM
#61
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the reason why they have to work whilst other peole are enjoying themselves is demonstrated by the stroppy attitude show above
eh!They have to work because people are stroppy?
With regards to working, I would actually say they were on the skive if the truth be told. 4 people standing around in a hallway does not look very professional, especially when even by their own admission the girl working was new to the job.
They are working while I am out having a good time because they are in the job they chose to do. Same reason they are probably at home while im working.
lol you will never grasp the queue thing will you
There are 2 queues when its busy, a Gallery queue, and other queue. Seeing the 4 people standing where the galley ticket check would usually be, I approached them. Does that make more sense for you?
I have to say I am shocked at the number of people who seemingly are happy to accept poor customer services. I guess that is where we differ. Personally, I like to get what im paying for, and if they cant do that, they should find other jobs.
21 October 2010, 05:55 PM
#62
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yes -- pathetically written (i am actually trying to work lol)
what i mean is, they have a sh1te job because they have a sh1te attitude
they have a sh1te attitude hence will only have a sh1te job
what i mean is, they have a sh1te job because they have a sh1te attitude
they have a sh1te attitude hence will only have a sh1te job
Last edited by hodgy0_2; 21 October 2010 at 05:56 PM.
21 October 2010, 06:00 PM
#63
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Im trying to work too, but im useless at it so avoiding it.
21 October 2010, 06:06 PM
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21 October 2010, 08:03 PM
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21 October 2010, 08:05 PM
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21 October 2010, 08:27 PM
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Lol much more like it!
Just had an email from the general manager of cinema's who over sees all the locations, saying they are looking into the matter.
Just a simple acknowledgement of the situations, and recognition that they could improve the system at the location to avoid future confusion would suffice
Just had an email from the general manager of cinema's who over sees all the locations, saying they are looking into the matter.
Just a simple acknowledgement of the situations, and recognition that they could improve the system at the location to avoid future confusion would suffice
21 October 2010, 11:49 PM
#73
It is absolutely out of order to say people are in **** jobs because of their attitude. There are plenty of people (myself included) that work in customer service roles that don't have a bad attitude. Good job or bad job, somebody has to do it, and believe me, how you are treated and spoken to massively influences the overall service given (rightly or wrongly). I love the way that people here look down on people so much.
I personally think a pretty **** attitude in life is to go around thinking you are above certain other people and most likely displaying that in your manner towards them, but hell that is just my opinion.
And to add, Snazy, I'm not saying this applies to you and what happened. This is a general reply to the quoted comment.
22 October 2010, 12:11 AM
#74
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I agree Lisa, some people do indeed treat people in the services industry as some sort of personal slave. We get it at work all the time, so I know how it feels, and would never try and belittle someone or try and be superior to them.
On this occasion the shoe was definatly on the other foot, and for me it was the staff member treating me as inferior. Which envokes a natural snap back reaction from me, which only gets worse each time its poked. The email was the second poke.
I think this post in general has highlighted a lot of preconceived ideas from people. How some people deserve to be treated, how some people expect others to behave, and how some judge others without all the facts. SN all over really lol.
As far as I am concerned that matter is heading in the right direction now,and hopefully will reach a happy conclusion soon.
On this occasion the shoe was definatly on the other foot, and for me it was the staff member treating me as inferior. Which envokes a natural snap back reaction from me, which only gets worse each time its poked. The email was the second poke.
I think this post in general has highlighted a lot of preconceived ideas from people. How some people deserve to be treated, how some people expect others to behave, and how some judge others without all the facts. SN all over really lol.
As far as I am concerned that matter is heading in the right direction now,and hopefully will reach a happy conclusion soon.
22 October 2010, 12:52 AM
#75
Like I said Snazy, the reply wasn't directed at you and hopefully this will end up resolved amicably.
As I said initially, I would have refrained from suggesting you were a liar in the reply. It's not a good approach to appeasing an irrate customer, the only thing I was initially getting at (bad grammar aside) was a more informal tone isn't always a bad thing.
Working in the industry myself I tend to refrain from complaining about bad face to face service as a rule but I have complained about slightly different issues, and from varied responses, I prefer one that actually feels like someone has read and answered my complaint, than a standard "we apologise for the inconvenience caused and will look into this matter further" response. A standard reply always feels to me like someone has printed off a template without even probably giving a **** about what has been said, if it was even read or looked into.
I 'get' what part got to you (I think) and tbh, as I said the same part would have got my back up too. What I can't understand is why she put it in. Unless of course you were a ****
Seriously though, regardless of who was right or wrong here, when a complaint is in writing it is easier all round to be nice to the customer and send them away thinking the problem is dealt with (hoping no further issues will arise).
Maybe it would have been better if you had directed your complaint to head office rather than the actual cinema concerned in the first place. You tend to get a more standard and satisfactory response when it's 'less personal', just for future reference.
As I said initially, I would have refrained from suggesting you were a liar in the reply. It's not a good approach to appeasing an irrate customer, the only thing I was initially getting at (bad grammar aside) was a more informal tone isn't always a bad thing.
Working in the industry myself I tend to refrain from complaining about bad face to face service as a rule but I have complained about slightly different issues, and from varied responses, I prefer one that actually feels like someone has read and answered my complaint, than a standard "we apologise for the inconvenience caused and will look into this matter further" response. A standard reply always feels to me like someone has printed off a template without even probably giving a **** about what has been said, if it was even read or looked into.
I 'get' what part got to you (I think) and tbh, as I said the same part would have got my back up too. What I can't understand is why she put it in. Unless of course you were a ****
Seriously though, regardless of who was right or wrong here, when a complaint is in writing it is easier all round to be nice to the customer and send them away thinking the problem is dealt with (hoping no further issues will arise). Maybe it would have been better if you had directed your complaint to head office rather than the actual cinema concerned in the first place. You tend to get a more standard and satisfactory response when it's 'less personal', just for future reference.
22 October 2010, 01:14 AM
#76
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Lisa, I did direct the complaint to the head office, but it's their policy to refer it back to the location to be dealt with. It's only now i have objected to their response that head office now take over. Logical but a little daft in some circumstances.
Trust me, I am generally quite patient and tolerant towards people, but just the whole attitude of how she spoke to me showed blatant disrespect. And that's where I draw the line. Im not above anyone, but she certainly behaved as if she was way above me.
Tis cool, I didn't take your response personally lol.
I did however take her response personally, mainly due to the approach of "me and my mates" being thrown in my face like that. And I again agree that it is simple enough to send a polite, all be it , empty reply, your right, we were wrong, sorry and all that, or whatever.
Let's see what becomes of it lol.
Trust me, I am generally quite patient and tolerant towards people, but just the whole attitude of how she spoke to me showed blatant disrespect. And that's where I draw the line. Im not above anyone, but she certainly behaved as if she was way above me.
Tis cool, I didn't take your response personally lol.
I did however take her response personally, mainly due to the approach of "me and my mates" being thrown in my face like that. And I again agree that it is simple enough to send a polite, all be it , empty reply, your right, we were wrong, sorry and all that, or whatever.
Let's see what becomes of it lol.
22 October 2010, 02:06 AM
#77
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Lisa, I did direct the complaint to the head office, but it's their policy to refer it back to the location to be dealt with. It's only now i have objected to their response that head office now take over. Logical but a little daft in some circumstances.
Trust me, I am generally quite patient and tolerant towards people, but just the whole attitude of how she spoke to me showed blatant disrespect. And that's where I draw the line. Im not above anyone, but she certainly behaved as if she was way above me.
Tis cool, I didn't take your response personally lol.
I did however take her response personally, mainly due to the approach of "me and my mates" being thrown in my face like that. And I again agree that it is simple enough to send a polite, all be it , empty reply, your right, we were wrong, sorry and all that, or whatever.
Let's see what becomes of it lol.
Trust me, I am generally quite patient and tolerant towards people, but just the whole attitude of how she spoke to me showed blatant disrespect. And that's where I draw the line. Im not above anyone, but she certainly behaved as if she was way above me.
Tis cool, I didn't take your response personally lol.
I did however take her response personally, mainly due to the approach of "me and my mates" being thrown in my face like that. And I again agree that it is simple enough to send a polite, all be it , empty reply, your right, we were wrong, sorry and all that, or whatever.
Let's see what becomes of it lol.
off subject but thought I'd throw it out there lol.
22 October 2010, 07:08 AM
#78
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The reply you received was badly written, but I think that the general tone of it was fine - you weren't called a liar and you did receive an apology. I think you are wrong to escalate the matter after the original complaint.
You would also have been better off making a verbal complaint to the manager on the night, because it is much more likely that you would have resolved the incident to your satisfaction.
Move on...
You would also have been better off making a verbal complaint to the manager on the night, because it is much more likely that you would have resolved the incident to your satisfaction.
Move on...
22 October 2010, 07:47 AM
#79
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Snazy is fishing for free tickets or some form of compensation, it's a sad reflection on today's society. The manager will get a bollocking and refuse to write personal responses again leaving us all with worse service.
I bet he didn't write to the tattoo shop when the artist drew that foot on backwards.
I bet he didn't write to the tattoo shop when the artist drew that foot on backwards.
22 October 2010, 10:22 AM
#83
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That attitude(opinion) is possibly why some people in customer services end up having an attitude with some customers, and I'm not saying that is right. I am also not saying this is the case here, but there are so many customers that think these workers are beneath them and go on to talk to them like **** on their shoes.
It is absolutely out of order to say people are in **** jobs because of their attitude. There are plenty of people (myself included) that work in customer service roles that don't have a bad attitude. Good job or bad job, somebody has to do it, and believe me, how you are treated and spoken to massively influences the overall service given (rightly or wrongly). I love the way that people here look down on people so much.
I personally think a pretty **** attitude in life is to go around thinking you are above certain other people and most likely displaying that in your manner towards them, but hell that is just my opinion.
And to add, Snazy, I'm not saying this applies to you and what happened. This is a general reply to the quoted comment.
It is absolutely out of order to say people are in **** jobs because of their attitude. There are plenty of people (myself included) that work in customer service roles that don't have a bad attitude. Good job or bad job, somebody has to do it, and believe me, how you are treated and spoken to massively influences the overall service given (rightly or wrongly). I love the way that people here look down on people so much.
I personally think a pretty **** attitude in life is to go around thinking you are above certain other people and most likely displaying that in your manner towards them, but hell that is just my opinion.
And to add, Snazy, I'm not saying this applies to you and what happened. This is a general reply to the quoted comment.
(my view is that people who complain a lot always seem to have a lot to complain about)
but hey then we would not have got 3 pages of entertainment out of it
Last edited by hodgy0_2; 22 October 2010 at 10:24 AM.
22 October 2010, 11:05 AM
#84
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Lol I'm not digging. I know my feelings on the matter. And respect other peoples opinions
With regards to receiving an apology, I disagree. While the word sorry. Is used over and over, it does not relate to the issue itself.
Anyway, thanks for everyones feedback on the matter.
With regards to receiving an apology, I disagree. While the word sorry. Is used over and over, it does not relate to the issue itself.
Anyway, thanks for everyones feedback on the matter.
22 October 2010, 02:31 PM
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No employee should be that rude to a customer who was behaving in a reasonable manner. Snazy saw no reason why he should not have taken the direction that he did. As he said it only took a polite explanation.
Les
Les
22 October 2010, 02:39 PM
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23 October 2010, 12:38 PM
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Well I got a reply from the cinema again. Slightly better tone I guess lol
It goes a little something like this....
Dear MichaelThank you for your e-mail below. I have considered the details of both your e-mails. I am sorry that you found my response patronising and *a mere attempt too discard your concern. I had in fact regardless of our Supervisors account of events, gone ahead as I stated previously to counsel, giving room for doubt on her part. I acknowledge fault, as you insist this was projected discourtesy. I will again see to a performance review.I would like to extend my further apologies by offering you complimentary Gallery tickets to view any of our Gallery performances at a time convenient to you. I hope that in that visit, we will be able to demonstrate the exceptional guest service quality we plough within our Team. I also hope that your previous experience can be left behind as a concern resolved. If you are happy to accept my offer, kindly forward your postal address and I will promptly have these passes sent out to you.
Yours sincerely
Lindani Madoda
Cinema Manager
Gusetr service is infact a matte
Needless to say I have replied thanking her for her time addressing the situation, and naturally declining the comp tickets.
Not what I was expecting from Odeon, but hey. We live and learn
It goes a little something like this....
Dear MichaelThank you for your e-mail below. I have considered the details of both your e-mails. I am sorry that you found my response patronising and *a mere attempt too discard your concern. I had in fact regardless of our Supervisors account of events, gone ahead as I stated previously to counsel, giving room for doubt on her part. I acknowledge fault, as you insist this was projected discourtesy. I will again see to a performance review.I would like to extend my further apologies by offering you complimentary Gallery tickets to view any of our Gallery performances at a time convenient to you. I hope that in that visit, we will be able to demonstrate the exceptional guest service quality we plough within our Team. I also hope that your previous experience can be left behind as a concern resolved. If you are happy to accept my offer, kindly forward your postal address and I will promptly have these passes sent out to you.
Yours sincerely
Lindani Madoda
Cinema Manager
Gusetr service is infact a matte
Needless to say I have replied thanking her for her time addressing the situation, and naturally declining the comp tickets.
Not what I was expecting from Odeon, but hey. We live and learn
