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You don't have to be so rude!
By Helena Johnson
As the owner of an internet business, I appreciate the wonders of the Worldwide Web. Someone in the Philippines does my images, someone in America does my marketing, I have many overseas customers as far as Australia, New Zealand and South Africa, none of which I could do if I was just on the High Street. My family live abroad, so texting, email and Facebook are a great way to keep in touch without running up expensive telephone bills and sometimes, you just want to say “Hi, I’m thinking of you’ and nothing more. However, as with all good things, it has its downside. Kids use Facebook to show off and use foul language because they think that it is cool. Speaking certain swear words in a context such as being angry or for emphasis is one thing, but in print it is horrible and as for spelling – do they even teach that these days or is it the use of text speak and FB that causes it? Children (and adults) become addicted to the internet and I do believe it is an addiction. Can you go a day without checking your emails or FB? I would liken the tantrums and behaviour I got from my daughter when banning her from the internet on occasions, to the withdrawals of a drug addict. Some would argue that the art of socialising and communication is lost these days, and others would say because of text, email and social networks, the art of communication is very much alive. I would say perhaps it is the quality of that communication that is lacking.
If you are not face to face with someone, you cannot read their expression and body language and that is why the written word is often misinterpreted, causing more harm than good, but also not being face to face gives some people licence to bully or be rude. As a business owner who goes that extra mile for customer service, we do everything in our power to sort out any problems. We rarely make mistakes, but do rely on the mail service which occasionally lets us down and are as disappointed as our customers when an item gets lost or delayed. So, when we get absolutely rude and even bullying emails from customers and quite often not even customers yet, we find this upsetting and this is what has driven me to write this piece. THERE IS NO NEED TO WRITE EVERYTHING IN CAPITAL LETTERS, there is no need to be rude and ignorant, there is no need to say we have ruined your life – that is completely over the top! The way to complain is to first give your details, such as your name and order number or address, so a company can actually find your order, as you may not be the only ‘John’ or ‘Jane’ they have sold to. You then state your problem/query (in lower case) and ask the company to look into the matter and get back to you. Allow at least one working day for a response - there is no point in sending 6 nasty emails over a weekend, because like you, the company is entitled to a break. If you don’t get a response after a few days, then that is perhaps the point at which you can get rude. However, the sort of company that ignores it’s customers, is the sort that would not respond to threats anyway and more likely to delete your emails and never help you. A telephone call would be far more effective and a quicker way to deal with any issues, but then you would be talking to a human being and perhaps not be so brave as to treat them in such a way in person? This is what saddens me about the internet and what people mean when they say we have lost the art of communication.
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 | | adac agreed with this intel. Feb 17, 2011 |
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Hi Helena,
I enjoyed reading your intel. Definitely a 5*****. People can be so darn rude at times. But killing them with kindness usually works for me..... Regards,
Gina
Thank you for sharing this 5 star intel, Helena.
We have a family owned ecommerce business with an 800 number to customer service. People call all hours of the night, Holidays, and weekends and expect to get an answer, immediately.
We do return all calls ASAP, but, it doesn't always make them happy.
Ecommerce is 24/7 hour shopping, but not 24/7 personal answers.
Keep up the good work.
Best wishes.
Frederick
Rudeness gets results. If I am sweetness and light, I get ignored by suppliers with bad service. If I am loud and obnoxious, I get what I want and get great service. PS it's foul.. fowl is a chicken
CONTRIBUTOR'S REPLY
Yes I agree that sometimes rudeness is the only way with bad suppliers, but most of us are decent people and you should give us the benefit of the doubt in the first instance. Get rude if we don't resolve the matter or ignore you.
PS Have corrected the typo - how's that for customer serrvice!!
Hi Helen, That was superbly written!! The thing nowadays is there is no such thing as Respect for anyone else, or their property. we were taught as children never to address an adult by just their given name. Yet now I hear youngsters speaking to their parents as if they were some friend from down the road or something. They even use their parents 1st name instead of Mum and Dad or similar. So thank you for being one of those places that appreciate good manners!! I sincerely applaud you Helen.
Bring the respect for others back into living. Danella
Great intel.
When people I work with get rude with me I have a tenancy to go straight by the book. You get exactly what I agreed to and nothing more. If someone is respectful and trys to work with me, likewise I will work with them even if it means providing more than I agreed to for the price.
 | | adac Feb 17, 2011 10:06 | |
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