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Author Topic: rant on stupid customers Jaime Tuzzio Film Handler Posts: 50 From: Salem, OR, USA Registered: Apr 2008 posted 06-02-2008 04:28 AM                 quote: Chris Slycord Him: I do need help with something but nothing's wrong. You should say "Can I help you with anything?" instead. Which is when I would swallow my response of, "Actually, I should say ' May I help you with anything?'" It's always a nice, little downer when you try to help someone and they decide to be rude in return.  |  IP: Logged Kenneth Wuepper Phenomenal Film Handler Posts: 1026 From: Saginaw, MI, USA Registered: Feb 2002 posted 06-02-2008 06:31 AM                     Another 'canned response' "Welcome to (theatre) guest services. How may I assist you today?" Chris, your customer might have felt that you were programming the situation to be confrontational and he felt defensive. Your opening remark indicated that you either read his body language wrong or you had been getting complaints and felt this to be another one of the same. If you greet all customers with a smile and as if they are coming to you with a compliment, you will set up the situation in a friendly and welcoming manner. Don't let the body language show if it turns out not to be the compliment though! Your job is keeping the customer happy. KEN  |  IP: Logged Steve Guttag We forgot the crackers Gromit!!! Posts: 12814 From: Annapolis, MD Registered: Dec 1999 posted 06-02-2008 06:44 AM                     Chris, In truth, you customer may have worked or have knowledge in customer service. Asking if there is a "problem" immediately denotes a negative. The how may I "help" you?" puts what ever the "problem" is in a postive light from the get-go. Then again, I like to use the George Carlin line after being asked: "how are you?" I'm not unwell! There is nothing like multiple negatives to confuse a person (in speech or math). Steve  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 06-02-2008 10:06 AM                        Still, the guy was out of line in correcting Chris because he KNEW what Chris was getting at. The better thing would have been for him to state his issue, and after it was handled, THEN say to Chris, "you know, I've been in customer service... would you like a bit of advice?"  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-02-2008 10:41 AM                     I'm thinking he was probably just in a bad mood that day (and maybe worked in customer service before too). When the situation was finished and I politely said "Glad we could get that fixed for you" he seemed annoyed with me. But whatever.  |  IP: Logged Poon Limpapun Film Handler Posts: 40 From: Pathumwhan Bangkok Thailand Registered: Nov 2007 posted 06-03-2008 12:15 AM                        I once had a customer complained about our sound system. He thought that our Surround Speakers were not functioning as he claimed that there must be sound coming out of every speaker. I explained that the Surround Speakers are used for special effects and other special sound features as the director of the film may have executed. The film in question didn't have any Surround Sound feature so there would be no sound coming out from the surrounds anyway. Well if there was, that is going to be a problem. He demanded his money back as he didn't get the full experience as not all of the speakers were outputting sound at the same time. However, I refused to give him his money back but offered a pass instead to see any film he wanted to see. He threatened me to write to the newspaper which he did and I still didn't know whether it got out or not but judging from that...I dont think so.  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-03-2008 12:26 AM                     If the paper does a story on what happened you should demand them to post your corrections/additions. edit: lol this is reply 666 in a thread full of mostly hate. [ 06-03-2008, 08:49 AM: Message edited by: Chris Slycord ]  |  IP: Logged Sean Weitzel Jedi Master Film Handler Posts: 619 From: Vacaville, CA (1790 miles west of Rockwall) Registered: Dec 1999 posted 06-03-2008 12:31 PM                     quote: Poon Limpapun The film in question didn't have any Surround Sound feature so there would be no sound coming out from the surrounds anyway. Well if there was, that is going to be a problem. That reminds me about the movie "Contact" The local cinema had to put up notices on the door explaining that the sound fades to silence during the opening sequence and nothing was wrong with the soundtrack  |  IP: Logged Sean McKinnon Phenomenal Film Handler Posts: 1712 From: Peabody Massachusetts Registered: Sep 2000 posted 06-03-2008 02:07 PM                        Oh yeah, when I was a manager AT LEAST once a week someone (for some reason it was always men never women) would come up to the Guest Services kiosk demanding thier money back because the surrounds aren't working. No matter how hard you tried to educate these people they would not listen. THEY knew better than you because THEY had a 50 million dollar state of the art home theatre system at thier house and the sound came out of all of the speakers at the same time. Effectively they listened to all thier movies in MONO just coming out of every speaker!  |  IP: Logged Michael Dolan Film Handler Posts: 77 From: Deerfield Beach, fl. Registered: May 2008 posted 06-03-2008 02:58 PM                        Ok this more of a moronic theater that I was a customer at. So i bought some tickets at _____________. I wont say the name because I know the owner is a member. But anyways I bought tickets to see a second run movien at this theater I went inside got a large popcorn and a candy bar for my daughter. My wife got a nachos and a large drink. Now at that time I had just had surgery so i couldn't get anything instead I just brought a bottle of water with me. So were sitting down in the theater waiting for the movie to start in like 3 min. One of the ushers acame up to us and said Usher: Sir did you purchase that water here? Me: No I brought it in with me. Usher: I'm sorry but we have a strict no outside food or drink policy. Me: I understand that I work at a theater too. ITs just a bottle of water I can't drink anything else because of a surgery I had. We bought alot of stuff from the concession stand though. Usher: Well you are going to have to leave your water outside and buy ours That was ridiculous so i figured he was just doing his job way to good so I asked to speak with a manager? Manager: What seems to be the problem Me: explained the whole situation again Manager: Sorry but thats our policy!! So I gave in and bought one of there bottles of water for $1.75 Would you believe that 10min. into the trailers they had a brainwrap and the manager had to give everyone refunds because his projectionist quit on him. Did I speak up and offer to fix it? HELL NO serves him right  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 06-03-2008 03:04 PM                        Sorry Michael but you were completely in the wrong. Carrying in your own bottle of water because you just had surgery is really a lame excuse. If they let you carry a water in, they have to let everybody else carry it in too. They were in the right. The only thing they did wrong was just saying "It's our policy." Instead they should have explained that the cinema needs concession sales in order to survive, and if everyone carried their own stuff in from outside, they would be out of business.  |  IP: Logged Michael Dolan Film Handler Posts: 77 From: Deerfield Beach, fl. Registered: May 2008 posted 06-03-2008 03:20 PM                        Mike, I agree with the outside food or drinks policy. I know how everything works and I know how the movie companies take alot of tickets sales so you need concessions to pay bills and make a profit. Trust me If i walked in there with a pizza and popcorn and mcdonalds ok thats wrong and by all means throw the person out. But I went and spent money on concessions I had a bottle of water that I carry with me at all times some theaters don't sell water they just have fountains you never know. So to come down the aisle and call me out over a bottle of water I think is insane and shows no customer service to a customer that has purchased from the upcharged concession stand. I'm sorry but if a theater is going to get that picky about concession then they need to start selling formula for babies, Milk, and everything else so that no one has an excuse to bring anything in. I have never worked at a theater where they chased domeone down for a bottle of water. I'm sorry I don't agree with your statement Mike I understand fully but I think there needs to be a limit.  |  IP: Logged Mike Blakesley Film God Posts: 12767 From: Forsyth, Montana Registered: Jun 99 posted 06-03-2008 03:33 PM                        OK but where do you draw the line? You know how people are -- give an inch, they'll take a mile. You either have to be down-the-line strict or relaxed on everybody. Otherwise you run the risk of getting sued, beat up or worse. Also, there is a big difference between a baby's formula and a bottle of water. And it doesn't matter how much you spent at the concession stand. That's like going to a gas station and saying, "I bought gas here, so I can bring my McDonald's meal in and sit in your booths and eat it." Any theatre that doesn't carry bottled water these days is probably an extreme rarity. Our policy here is to stop carry-ins at the door, but we will not go into the audience during the movie to bust a carry-in that we missed, unless it's causing a problem (smelly/noisy).  |  IP: Logged Chris Slycord Film God Posts: 2986 From: 청주시, 경북도, South Korea Registered: Mar 2007 posted 06-03-2008 03:41 PM                     If you're firm on your rule people know what to expect from you. I'd go so far to say that wishy-washy rules are worthless. I remember kids talking about going to an R-rated movie when I was box only to have one of them say "Don't bother; they always check ID here."  |  IP: Logged Michael Dolan Film Handler Posts: 77 From: Deerfield Beach, fl. Registered: May 2008 posted 06-03-2008 03:56 PM                        Well that is a good point and if they had stopped me at the concession stand or the door I would have asked if they sold water if they did I would gladly of obeyed there rules. I guess it is just the fact that everyone in the theater is watching as this Usher and Manager scold me about a bottle of water that makes it kinda confrontational and upsetting. I see your points and I agree stop them at the door and unless it is important dont go chasing someone into the theater right as the movie is about toi start infront of everyone and scold them. It makes the customer and the theater look bad  |  IP: Logged

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