Would you mention this customer service issue to the MSP?

I had a blue bank shop this morning. For those who know what it entails, they are more interested in the documents received than customer service issues. Right after my name was called, a customer came in and demanded to see the banker who was going to assist me. She got really pushy and obnoxious, demanding to see her personal banker right away. When he asked her if she had an appointment, the customer said no, but he was her personal banker and was supposed to be available at HER disposal. I was standing there, when he asked if I wouldn't mind waiting for another few minutes while he spoke with her. I ended up waiting another 45 minutes, until someone else became available. I was not a happy camper! As you know, you have to wait as long it takes to see someone or the shop is not considered complete. I know if I put it in the report under the comments to the client, they would probably figure out it was me. Should I put it in the comments to the MSC. Would it do any good? I don't think I was treated fairly, but could be overreacting. Your thoughts?

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You weren't the problem. The banker wasn't the problem. The problem was the rude and obnoxious customer. I've been interrupted like this on shops, too, and it's never pleasant. I note the banker's reaction: did he stay calm, polite, professional? Note that in the report.

You agreed to wait. That's just the way it goes, sometimes.

You were polite and helped the banker out. It would have been nice if the banker had made the interaction with the rude customer quicker and I feel sure the banker apologized to you and hopefully was not indiscrete in mentioning the rude customer or their issues.

That would be frustrating! I would probably mention it to the mystery shopping company and see what they suggest.

While I was asking my required question at the grocery store a customer butted in and informed me and the young associate what the answer was. I was wondering how to report that without making it too obvious that I am the shopper. I guess I will send a note to the MSC as well - how to handle that.

I would mention it because of the long shop time, they always want time in, and time out. However, I would feel like it was my own fault for saying I wouldn't mind, so I would try to minimize it as much as possible. And the next time instead of saying it would be ok, I would say "I just have a quick question" and I'd give the other customer a dirty "don't screw with me" look.

@CoffeeQueen wrote:

I would mention it because of the long shop time, they always want time in, and time out. However, I would feel like it was my own fault for saying I wouldn't mind, so I would try to minimize it as much as possible. And the next time instead of saying it would be ok, I would say "I just have a quick question" and I'd give the other customer a dirty "don't screw with me" look.

I don't know if I would do this, shop or not. It's not in my nature to be really aggressive. The obnoxious customer was memorable. I like to think I just blended into the woodwork! I decided not to mention it because ultimately, I interacted with another banker and that was my shop. Not my initial interaction with the first banker.

Not mention it? That seems a little ridiculous to me. I doubt a "normal" customer would have waited 45 minutes to speak with that banker, and I think they may have been angry at being shunted off to another person because of a customer that didn't have an appointment. I would say something about it, as it was a part of the shop.

Kona Kathie

@prince wrote:

While I was asking my required question at the grocery store a customer butted in and informed me and the young associate what the answer was. I was wondering how to report that without making it too obvious that I am the shopper.

Something like that happened to me. I was supposed to ask how to use a certain produce item. The associate started to answer and then a person butted in saying she was a professional baker and she would do XYZ with it. In my case, the associate had provided enough of an answer that I could just leave the baker out. But it was super awkward. Also BTW it was one of those questions that's on surveys, you should ask, but I already knew the answer to, so I felt extra awkward being lectured by this professional baker haha.

Oh, my question was one I already knew the answer to also and it was required. Annoying, and yet sometimes I'm glad they provided the exact question for me.

I did a bank where the banker was rushing me out the door. I felt strongly there was another customer sitting in the chair and needing to talk to him. (He kept fidgeting and looking at something outside the door). But my requirements were to spend 20-30 minutes talking with him/her. I will be damned if I am getting out of that chair until I've met the time requirements. Just like I always have to wait for banker to get done with the customer ahead of me, so did the person waiting behind me.

@CeciliaM wrote:

@prince wrote:

While I was asking my required question at the grocery store a customer butted in and informed me and the young associate what the answer was. I was wondering how to report that without making it too obvious that I am the shopper.

Something like that happened to me. I was supposed to ask how to use a certain produce item. The associate started to answer and then a person butted in saying she was a professional baker and she would do XYZ with it. In my case, the associate had provided enough of an answer that I could just leave the baker out. But it was super awkward. Also BTW it was one of those questions that's on surveys, you should ask, but I already knew the answer to, so I felt extra awkward being lectured by this professional baker haha.

I had a hardware shop like this. The associate was helping me and this nosey customer started chiming in on what I needed, this and that...blah blah...and kept talking. This shut down my associate.... I had to get back on track, so I was not looking at the customer at all, I addressed all my questions to the associate only, purposely ignoring the customer as if he were not standing there bugging me.... and the customer would just not shut up!

I had to practically drag him away from the pain in the butt customer!

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