Survey Says!
According to a Customer Rage Survey released today, 15% of shoppers surveyed who received unsatisfactory service actually sought revenge for their suffering. Luckily for front-line customer service representatives, just 1% reported actually exacting vengeance (the details of which were not divulged in the study). A more composed 13% said they used profanity when interacting with customer service reps, and 33% simply raised their voice.
The findings of the report, conducted by Customer Care Alliance in collaboration with the W.P. Carey School of Business at Arizona State University, show that the relationship between sellers and shoppers is rocky, at best. A whopping 70% of the 1,012 survey respondents experienced “customer rage” -- their most serious consumer problem in the past year made them "extremely" or "very" upset.
Okay, since Chase has nothing to rant about lately I will. Who the hell has the time and funds to be doing SUCH ridiculous surveys? Apparently the folks at Arizona State University! Have they nothing better to do?
I for one become completely raged when I am asked to participate in most surveys; one such as this would take me way past being “extremely” upset or even “very” upset, It would simply piss me off. And to then hold back the details of the vengeance inflicted, what a tease! What do they think? We will all start seeking revenge for when our coffee order at Dunkin Donuts comes out once again WRONG. It is pointless to even tell the server at Dunkin Donuts what you want in your coffee; they just give you what they want anyhow. I know my fault for going there instead of Starbucks.
And Suffering…what would cause a “shopper” to suffer. I recall a few times that I have received unsatisfactory service, but don’t think I actually “suffered” from it. Obviously the folks surveyed have never given birth or have never had to listen to my 4 adolescent daughters argue as to who’s turn it is on the computer. Now that’s suffering. Lets leave the word suffer to the folks who really deserve it.
Now here’s my favorite part; a more “composed” 13% said they used profanity. I don’t know about you but when I am telling someone to fuck off and die because my burger came without cheese, I would not describe myself as being composed at that given moment.
So which percentage do you all fall in? Do you simply raise you voice? Or are you the 1% who actually exacted vengeance? If so, give us all the gory details.
The findings of the report, conducted by Customer Care Alliance in collaboration with the W.P. Carey School of Business at Arizona State University, show that the relationship between sellers and shoppers is rocky, at best. A whopping 70% of the 1,012 survey respondents experienced “customer rage” -- their most serious consumer problem in the past year made them "extremely" or "very" upset.
Okay, since Chase has nothing to rant about lately I will. Who the hell has the time and funds to be doing SUCH ridiculous surveys? Apparently the folks at Arizona State University! Have they nothing better to do?
I for one become completely raged when I am asked to participate in most surveys; one such as this would take me way past being “extremely” upset or even “very” upset, It would simply piss me off. And to then hold back the details of the vengeance inflicted, what a tease! What do they think? We will all start seeking revenge for when our coffee order at Dunkin Donuts comes out once again WRONG. It is pointless to even tell the server at Dunkin Donuts what you want in your coffee; they just give you what they want anyhow. I know my fault for going there instead of Starbucks.
And Suffering…what would cause a “shopper” to suffer. I recall a few times that I have received unsatisfactory service, but don’t think I actually “suffered” from it. Obviously the folks surveyed have never given birth or have never had to listen to my 4 adolescent daughters argue as to who’s turn it is on the computer. Now that’s suffering. Lets leave the word suffer to the folks who really deserve it.
Now here’s my favorite part; a more “composed” 13% said they used profanity. I don’t know about you but when I am telling someone to fuck off and die because my burger came without cheese, I would not describe myself as being composed at that given moment.
So which percentage do you all fall in? Do you simply raise you voice? Or are you the 1% who actually exacted vengeance? If so, give us all the gory details.
posted by You May Call Me... Loretta at 5:15 PM
2 Comments:
This reminds me of a funny incident. Well not funny ha ha but funny in a sick kind of way. My hubby went to Sears to get a ladder that was on sale. When he got to the store they told him the advertised price didn't start until the following day. He asked to speak to a manager who refused to budge on the price. As someone who has worked in retail most of his adult life, my hubby knows that this is the kind of exception that is made frequently. He lost it and was screaming profanity as he went down the escalator. I am so glad I wasn't with him. Me...I just try to choose my battles.
Loretta, this is hilarious. I am definitely the "composed" type, in that I only swear and scream and customer service people that piss me off. I have never hunted one down and taken revenge. Come to think of it, I always felt a bit of shame about what I thought was a lack of self-control with customer service reps, but now I see that, not only do I exhibit self-control with mastery, I am actually composed when screaming profanities. Comparison is the key to self-esteem. But only when you are comparing yourself to people worse than you.
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