Beverage pricing: They're still not listening

Ensign Smith said:
...I tend to think that the ever-downward spiral is mythological.

Couldn't agree more. I have plenty of great customer service experiences, and pretty regularly. Perhaps the myth's basis has as much to do with the customer as it does the vendor.

Ralph Wiggum said:

I read an article about a year ago talking about the ever expanding implementation of self checkout lanes at stores. Despite the fact the lanes are by definition anti-customer service (making the customer do something they didn't have to do before) stores that implemented the systems saw huge gains in customer satisfaction ratings. Personally, I always seem to get stuck behind the person who has no idea how the things work, so they're no benefit to me.

I can't stand the self check out lanes.

Now, I am doing all the work myself, and I am not saving/ benefit in any way. The scanners where I go(meijer) are slow. I have to scan things 2-3 times because it does not read the code, and then you have to wait a few sec between scans so it can weigh the item on the belt. God forbid if you have koolaid packets. It will scan them, but the scale does not pick up the weight and you have to call for help because it will not let you continue. It seems that every time I use them, there is some kind of issue. I am not the only person that feels this way, as many people are having issues with them. Sometimes, it don't even want to take my money because the bill reader is out of wack.

The only person that wins with the self scans, is the store owner because he only has to hire 1 cash person to run 8 lanes.

As far as customer service in todays world, do you actualy think it's got better? I don't know how you could say yes, as most services has been axed over the years. Look no further than places like airlines, service stations, hotels,amusement parks, contractors, and shopping malls. And don't even get me started about being put on hold forever whenever I have to call a company about something.Not to mention, they call you now and put YOU on hold.....what's up with that?

Just last week I bought a new big name wireless router and had some issues. I called the 24 hour service hotline only to be put on hold for over a half hour. Finally, a recording came on and asked for my name and number. After giving the info, I was told that a service tech would get in touch with me shortly. Well, 5 days later someone finally called. By this time, I had already figured it out(thanks to my computer wiz friend).

But I think, as mentioned earlier, some customer service is lacking because customers just push it too far.

For instance at Target and Best Buy you have to return items within 14 days, with receipt and there are all kinds of rules for electronics and dvds/cds dang well better be un-opened. It seems like every time I'm in Best Buy someone is tripping out about how they can't return something. But its people abusing the system costing them.

When I worked at Cabela's during college I can't tell you how many times someone would "buy" a $500 top-of-the-line hunting blind, take it out west for an elk hunt and return it to the store afterwards for their money back.

Kyle2154 said:
But I think, as mentioned earlier, some customer service is lacking because customers just push it too far.

In some casses I agree, but in most casses I don't. The return policy is clearly stated on the reciept. I don't have an issue with rules, my issue is with how companies deal with people.

There "was" a store at lakeside mall near me that I had bought something at. There was no mention of a return policy anywhere other than you needed your reciept for all returns. Not on the reciept, or anywhere else did it say that when you returned an item WITH your reciept, that you could only get store credit. They would not give money back under any situation. I had bought mom somthing from there for christmas a few years ago and she wanted to return it(a few days after christmas) and they then just verbaly told me the policy....still no sign of it anywhere.

Of course I was a little pissed off, but what made it so bad was the very rude person that was working there. She had the "I could care less" attitude and was raising her voice with people because nobody knew of the store credit only policy.She could not point out where the policy was stated. The funny thing was that she was the district manager for that company. Needless to say, that company is no longer in buisness.

You sure do seem to run into a lot of customer service problems. :)

That's what I was thinking. :)

And I think the self-checkout lanes are pretty great. And I think many agree, based on the fact that whenever I go to a store that has them, many people are queued up, and the lines actually move pretty rapidly.

Kyle2154 said:
You sure do seem to run into a lot of customer service problems. :)

Just giving you a few examples.Back on topic...

The point(pun intended) being, cedar points guest service blows.

Has anybody ever had to call their credit card company and have to deal with all the automated respones before actually getting someone that barely speaks english. Only, to ask for his/her supervisor and get somebody that even speaks worse english.

Maybe Crazy and I are the only ones getting piss-poor customer service and everyone else shops at Mamby Pamby land.

My rant is over and I would like to say all CF parks customer service blows, but unfortuntely it doesn't mainly just CP's.

^You guys aren't the only ones. I've had my fair share of terrible customer service, both at the Point and away from it. Just want to get out there the fact hat if you have a problem with your computer, you're better off fixing it yourself than calling "technical support."

However, I wanted to bring up the fact that people are MUCH more likely to report a bad customer service experience than a good one. As per CP's cutsomer service, I had a multitude of dealing with them, especially when I went to the Point with a broken leg, and I found almost everyone to be more than accomdating.

It was just the dirty looks or the staring from the regular park guests that I couldn't stand. I mean seriously, I was in a wheelchair, but I'm a normal person still. This is why I work great with people with disabilities, because I've seen life from their perspective.

But anyway's, I've found CP's customer service employees, especially those in the season pass center and guest services, to be more than accomodating and surprisingly friendly.

I've never noticed any particular amount of poor customer service at Cedar Point. There will always be a few surly (or incompetent) employees on a given visit simply because of the sheer number of employees one comes into contact with at Cedar Point, but I've never had too terrible an experience.

I should share an experience of mine with merchandise last year: I have been collecting souvenir maps for years and have one for every year going back to the late 80s. Last season, I went opening day and was told they weren't in yet, then by my next visit-Halloweekends-they were sold out. After I couldn’t locate them in the online store on on eBay (or begging on here) I shot an email of to merchandise, who promptly responded that they were doing inventory and would get back to me if they found any extras. I figured it was a blow off and forgot about it, but three weeks later I got another email asking for my address so they could send me one; sure enough, a 2009 park map showed up a few days later.

Granted, this was not a large expense for the park; subtracting the cost of the map which wouldn’t have been sold anyway it cost them $0.43 or whatever a stamp cost at the time, but it was something that they didn't need to do and would not result in any additional revenue.

This is not to say that I don't get angry enough to strangle a baby seal when I see such insanity as a $4.00 Pepsi.

Kyle2154 said:

For instance at Target and Best Buy you have to return items within 14 days, with receipt and there are all kinds of rules for electronics and dvds/cds dang well better be un-opened.

As a frequent shopper of both of these fine establishments, I can tell you that Target's return policy is 90 days on most items (insanely generous, to be honest) and Best Buy's is 30. There are exceptions, like opened movies and electronics like laptops/cameras that can be used once for something and returned, but I've never had a problem bringing anything back if I needed to.

At BBY, if I lose my receipt, all I have to do is re-print it from home because they e-mail me a copy, and Target can look it up with your card.

Those 2 stores, IMO, are excellent at the customer service they provide. That is why I continue to shop there.

Target is amazing when it comes to customer service.

Best Buy on the other hand, while they may have an attractive return policy, I simply refuse to shop there due to the in your face sales tactics and constant warranty pushing.

@ Exit: I don't know, maybe the rule just changed, but on pretty much everything I buy from Best Buy I have 14 days to return it and usually have to pay a 15% re-stocking fee either way.

^^ I avoid Best Buy because their merchandise prices are outrages and Geek Squad is a bigger ripoff than even the most unethical auto mechanics. If I charged even 25% of what they charge I could turn my side job of servicing people's PCs into a pretty fruitful career, but moral decency prevents me from doing so.

Erik Lee said:
Has anybody ever had to call their credit card company and have to deal with all the automated respones before actually getting someone that barely speaks english.

I used to bank with Huntington several years ago, and I discovered the phone number on the back of their cards was actually an endless loop. I'm guessing it was probably possible to report your card lost/stolen, but for any other option it was literally impossible to even get to a real person. One of the several reasons I now bank with a pretty awesome credit union instead.

As for customer service overall, I think the biggest reason it seems to be in decline is because most companies (particularly publicly traded ones) have become so desperate to show any amount of growth to their bottom line. When everything gets nickled and dimed, the customers and the employees on the front lines serving them seem to take the brunt of the impact.

Ralph Wiggum said:
If I charged even 25% of what they charge I could turn my side job of servicing people's PCs into a pretty fruitful career, but moral decency prevents me from doing so.

I'm curious... how many moral decency credits does it take to pay your mortgage/rent? Or your car insurance. Or whatever.

Seriously - Geek Squad may charge a lot of money, but people are paying for it, so clearly those customers think the value is fair.

djDaemon said:
Seriously - Geek Squad may charge a lot of money, but people are paying for it, so clearly those customers think the value is fair.

So why have we wasted 20 pages on this topic. Replace "Geek Squad" with "Cedar Fair" and that pretty much ends the discussion about this topic doesn't it?

Seeing as how that has been brought up countless times in this thread - in fact, all the way back on page 3 - no, I don't think that revelation ends this discussion.

djDaemon said:

I'm curious... how many moral decency credits does it take to pay your mortgage/rent? Or your car insurance. Or whatever.

Provided I have enough to get by with the basics, I could really care less about money. I think the importance most people place on money and "keeping up with the Jones'" is complete and utter BS and a huge waste of time. There's much more important things to focus on in life.

That being said, I don't hesitate to vote with my wallet any time I receive poor customer service or run upon businesses with poor policies. If more people did the same, some places might take a second look at how they operate their customer service.

Unfortunetely the customer is most definetely not always right, actually often times they are just plain ignorant and when faced with a situation they don't like can be rude to employees who are making near minimum wage in a job they need, not want.

Now some people can handle themselves fine when situations like this arise (see my example below) but often the employee just gets fed up and becomes rude themselves. I am not saying this is right just like people to realize that it should not always just fall on the employee when a situation arises where rudeness abounds.

Ok so my example. I worked in the textbooks department at the campus bookstore when I was in college. Here is a real, paraphrased of course as I can't remember the exact convo, situation I dealt with more then once in my time there.

Customer wants a used textbook, none are on the shelf and we have sold all copies according to our computer system.

Customer: Any used copies left?

Me: No I'm sorry we are sold out, you're welcome to try searching the other bookstore off campus.

Customer: (louder but not angry or rude tone) Don't lie to me now I know you hide them in the back to make more money on new books.

Me: Actually sir/mam we make more money on used textbooks since they are recycles through our system.

Customer: (Now rude) Well now you are flat out lying, I can't believe you would treat me this way I just want a used textbook can you check the back where they stash them?

Me: (Still calm) Absolutely (I go stand in the employee only shelf area for a few minutes), No mam/sir there weren't any back there I'm very sorry. Please try the off campus bookstore before buying new in case they have used copies left.

Customer: (Walking off) I will never shop here again after being treated like that!

I dealt with this notion a lot, that we had some secret stash somewhere. Among other things of course. In any case this is just an example of how customers, when angry, can convince themselves they had bad service even when they were treated respectfully.

That's probably one of my favorite myths about any retail job environment, that there's always some secret stash hidden "in the back". Obviously some people have never seen how tiny the stock room is at most stores.