CVS Informative - My three classes of complaints....
So a fellow M3C user emails me several days ago, asking me to share with her the worst complaint I've ever heard or read from a customer. So I've decided to share with all of you. For those who aren't aware, back in the day I worked in a call center for a chain of department stores, so I've heard/read just about everything imaginable. Here's how I would cateogrize what I would hear.
CLASS A; Legitimate Complaints. These were the people who had a good reason for calling because the store they dealt with either couldn't or wouldn't resolve their problem, or gave them just an unreasonably hard time. Estimated percentage of call volume falling into this category was about 30%.
CLASS B; Wishy Washy Complaints. These were the nitpicky people who probably didn't need to call. Not that they were necessarily unreasonable or wrong, but usually what they were complaining about was not really a big deal like having to wait in line for a few minutes longer than they wanted to or something to that effect. Estimated call percentage was 60%
CLASS C; The Tattletales. These people would make me crazy. Customer would call me to tell me about some silly thing an employee did that in no way negatively impacted the customer's experience or the flow of business in the store. An example that comes to memory was a customer called me to inform the company that she spotted an employee sitting in his car smoking a cigarette and she didn't think that was professional. If you call "corporate" to tell them something like this, you have way too much time on your hands. (Call volume 10%)
Okay now to the classic. The dumbest complaint I ever got from a customer was from a man telling me that the store he visited was managed by an Asian female, and he didn't think this was appropriate. I asked him if he experienced a problem in the store or if this manager or an employee gave him a hard time, and he said no, that his experience was actually very good. I asked him if the store was neat and clean and if the service was efficient, and he told me it was. So I asked him what his issue was with this manager, and he replys that he doesn't like it that an American business is managed by a minority (his words, certainly NOT mine). So in essence, this buffoon calls corporate to "complain" that he didn't like how this Asian female store manager did nothing but run a nice, clean, efficient store. It just shows you that no matter how good you are or try to be, it won't be good enough for somebody.