He Sent A Letter Of Complaint
Posted: Thursday, June 04, 2009
by David Pekrul
This article goes out to all those who work or have worked in a Customer Relations or Complaint Department. I have been there and done that, so I know of which I speak. It is not an easy job, and one has to have very thick skin to endure the harassment. But on the other hand, it can be quite fulfilling when you are able to help someone. I know you can relate to what I have written. Keep up the good work.
He Sent A Letter Of Complaint
The letter said he wasn't happy,
With the way the product worked,
And then he went on telling me,
That I was just a stupid jerk.
He told me I did not deserve,
To have this"simple, easy job",
That I was just a lazy person,
No, more like a lazy slob.
I ask you, where does he get off
With speaking in this tone of voice?
But that is how he wants to be,
And that is how he's made his choice.
To be the person never happy,
Always mad with this or that,
He likes complaining, never cheery,
Never just a simple chat.
He targets things that have no bearing,
On the problem here at hand,
And yet he charges forth quite blindly,
Saying he will take a stand.
Attacking people, not the problem,
Never trying to make it right,
For all he wants is some attention,
So that he can start a fight.
I read his letter top to bottom,
Then I gave a straight reply,
For he would never make me tremble;
He would never make me cry.
I wrote a letter in plain English,
Something he could understand,
Defending firstly my position,
Then defending this great brand.
My dearest sir,
You are my client asking me to make amends,
Now, what you do is your decision; what I do, it all depends.
So, first I'll start with how I'm feeling, and the reason I don't care,
for after telling me I'm stupid, I don't think you have a prayer.
Now let us look at this fine product that you seem to think is junk,
You tell me that it isn't working, but I think you're full of bunk.
So, how'd you feel about my answer? Really doesn't feel so good?
Well, maybe it would have been better if you spoke the way you should.
A little pow'r, a little triumph, everything you seem to need,
just doesn't help you in this moment, now that you cannot proceed.
I'll end this letter with suggestions at the way that you should act,
if you would like to get some answers, not just how I can react.
Please show respect with whom you're dealing; I may be your only friend.
Don't try to act like you're a hero; on my answer you depend.
And try to be more understanding; I'm just trying to do my job,
and there is never any reason calling me a lazy slob.
Now, there's my answer to your question,
Hope it helped you see the way, and if you send a better letter,
I will try to make your day.
If this article is used in any publication, please send a copy of the publication to David Pekrul at
E-Mail:dpekrul@gmail.com
Dear David,C.R. people have one of the worst jobs in the world. No one can please everyone all the time. In these trying economic times, it seems as if customers are venting on the C.R. staff more than ever. Raised by wolves? Possibly.Thanks Grammy Guru,It sounds like you also know of which you speak. These people are just trying to do their jobs; yes, some can be tough to deal with, but the Bible says that "a soft answer turns away wrath". Something to consider when we deal with Customer Relations.
Your piece reminds me of one of the few wise things Dr. Phil has ever said. Speaking to someone who prides themselves on being horribly rude, especially to wait staff he said, "I'll bet you've eaten a lot of spit."Great job, David.Yea, you never want to tick off the restaurant staff!!
Well, what a great one this is David. You surprise me every time I read your work. I promise that I won't complaint, cause you will think me just a jerk!!! Woops, there goes my awful rhyming again.It really was fun to read this one. Well done. I'm still working on putting your blues poem to music. you certainly keep us all busy. Thanks, for yet another superb piece of writing.ElfredaThanks so much, Elfreda, and no hurry at putting music to my blues poem, only if you have time. I do think it would be cool though.
OK, am I the only one going to come clean and admit I have lost it (once, maybe twice) when dealing with a customer service rep. on the phone? I generally am very easy going and pleasant to deal with. I too have worked as a customer service rep. at one time, so I totally understand where they're coming from. I feel like a terrible person, but I confess, I lost it with a internet rep. during a recent three week battle to get my internet working. The funny thing is, the rep told me he would have lost it sooner than I did and I think we may have actually become friends. He shocked me when he called a couple of times, before his shift started, to see if I'd made any headway. The whole ordeal had a happy ending, we may even add eachother to Facebook. :)Thanks for your great comment, Brianna. This sounds like a customer service rep who really cared about your problem, but also had to deal with rules, regulations and general politics of the company he worked for. Most reps just want to be helpful; that's why they do that job to start with, however, they don't always have full control of the situation due to company policy. I'm glad it all turned out well.
It's sad that our world has turned so far away from common sense and decency. Thanks for the article.You got that right!
Good job, David. Some people just get angry too quickly and take it out on the first person they talk to. If they aren't happy with their product, they should write a review about the product--not the customer service department.SandraThanks Sandra,I guess I can understand that when people are dealing with a large corporation, which they think is faceless, they lash out at the first person they talk to. If they would only realize that large corporations are made up of a lot of little people just trying to earn a living.
Excellent, David. Once again you weave a story in a wonderfully poetic style that keeps me coming back for more! I guess we don't often think of it from the customer service agent's point of view. Thanks for sharing your talent.Thanks Lorrie,I'm glad I've got you reading poetry. It's really the only way I know of telling a story. And this story is from first-hand experience, as I have been in the customer service business all my adult life.
Man, you are right on. I can relate! Thanks for the smiles, I sure would love to be able to send one of your letters of response :-)Well, if anyone would appreciate and relate to this, I knew you would. Serving the public is a real challenge, isn't it?
Hi Dave.Thank you for writing this poem. I can relate very well to this. I have worked as a Customers Service Rep for so long and I have been there and done that, just what you said.It does not suprise me at allWhen a customer vent it allTheir dissatisfaction all restUpon my ears and patience best.If client voiced their complaintin my face with no relentCompany policies I knew by heartAnd empathy and listening an art.Oh, why they always say this word:It is not you that I am in discordBut your company and its productBut it is I, who gets the insult.Ah, why are people act this way?Don't they think at what they say?Using a positive approach the best wayIt will put a smile and make my day.Best regards,NenitaI think you said it best, "It is not you that I am in discord,But your company and its product, But it is I, who gets the insult."Well said and thanks for a great comment, in poetry no less!
wonderful poem, an absolute classic :)
Meanwhile
My experience of this type of complaining customer is that 5 mins. before they made the call, they crashed their car, the dog died, thye lost their wallet and so on.
In other words, bad things happen to them and they take out their anger, frustration, despair on the next person they encounter who is unable to reply in kind....customer services.
I can recall one time a very irate woman ranting at my reception staff (in Doctors surgery) complaining that they hadn't been answering the phone and so she'd had to make a personal visit leaving her terminally ill mum alone etc etc.
She really went to town, ranting, shouting, waving her arms.
My staff were becoming equally annoyed and very defensive.
I managed to calm the situation after it was revealed she'd been dialing the wrong number.
But as well as being worried about her mum, whose condition had worsened, hence her calls, she crashed her car on the way to the surgery.
After calming her down, I then had to calm my staff down who were not as understanding as me as to the patients elevated mood.
It's a TOUGH job working with the public and staff.Thanks for relating your experience, Leah. Yes, if we could look behind the scenes we find that there is usually a reason that people are so unreasonable, and most often it has nothing to do with why they are contacting Customer Relations.And thanks for joining my fan club. I really appreciate that.David
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