**Brake System Failure .............. PART 2... Talking with a manager.

[R1T.NC]

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[Killer95Stang]

Why bring up the word "violent" client , or "abusive" client, nothing of that happened and here we are talking about that....... It is my best interest to have a good relationship with Rivian, if I fight with them, then who will fix my truck ?

Both of them, the guy and the lady that took your vehicle in for service, are so nice, that there is no way you can be mad at them... the best on the center.

But at some point of them not listening, I have to ask for manager and I was not denied, but I hear excuses why he was not able to meet me.

I whole heartedly believe this to be the scenario with the OP, because I was kind of in the same situation. When you call Rivian, everyone on the phone is nice and in response, my angry complaints that I had while on hold are gone. When I'd go in person, I would get the same thing. Everyone is nice, striking up conversations and I lose that ability to be aggressive. Unfortunately, at some point when the problem persists or new problems are caused by service and the service rep isn't taking care of business, then you have to escalate. Their shouldn't be pushback to talk with the next level in service when things get to this point. Being a mech engineer and now in law enforcement, I also understand the problem with customers who take things from 0 -100 out of this new sense of entitlement that has been going around the last few years.

 

[EBEG]

Since the pandemic, public facing employees have had a rough go. I've been surprised how accommodating and grateful various customer service agents have been to me when I give them respect. I simply tell them I know the problem isn't their fault and I'm not irritated at them, but I am irritated at the situation. I then explain the problem and thank them in advance for anything they can do to solve the problem. The vast majority work really hard to help, including admitting when they need to involve someone higher up.

 

[Donald Stanfield]

Since the pandemic, public facing employees have had a rough go. I've been surprised how accommodating and grateful various customer service agents have been to me when I give them respect. I simply tell them I know the problem isn't their fault and I'm not irritated at them, but I am irritated at the situation. I then explain the problem and thank them in advance for anything they can do to solve the problem. The vast majority work really hard to help, including admitting when they need to involve someone higher up.

100% this. I've never had to ask for a manager because the front line employee has always handled that part or looped the manager in to solve my problem. Its the same at work for me. The front line staff doesn't have the authority to initiate certain transactions without manger approval but they aren't stupid. They know how to fix things and if they are shown respect they loop me in by suggesting a fix to me before the customer even has a chance to talk to me.

That fix is almost always the charitable outcome for the customer. OTOH my staff also has no issue notifying me that the customer in question was unnecessarily rude to them and are going to be difficult to deal with. I can tell you from a management perspective, in cases where an incident escalates high enough to reach me, the attitude of my direct report who fills me in on the situation dictates 90+% of my response.

From a customer perspective the front line employee might just look like a roadblock but from an upper management perspective I work with these people on a regular basis. I develop trust in them and their abilities or they wouldnt be in the spot they are in. So when they tell me something I tend to take it under serious advisement. Much more so than an unknown individual customer.

That's a good company culture that's going to retain skilled staff. Bad cultures where the customer is automatically believed wind up staffing inept employees. No good employee is going to stand for their boss undermining them when the customer is in the wrong.

The tl;Dr here is deal with the front line as much as possible, they probably have more power to fix your situation than you think.

 

[kayabusa]

100% this. I've never had to ask for a manager because the front line employee has always handled that part or looped the manager in to solve my problem. Its the same at work for me. The front line staff doesn't have the authority to initiate certain transactions without manger approval but they aren't stupid. They know how to fix things and if they are shown respect they loop me in by suggesting a fix to me before the customer even has a chance to talk to me.

That fix is almost always the charitable outcome for the customer. OTOH my staff also has no issue notifying me that the customer in question was unnecessarily rude to them and are going to be difficult to deal with. I can tell you from a management perspective, in cases where an incident escalates high enough to reach me, the attitude of my direct report who fills me in on the situation dictates 90+% of my response.

From a customer perspective the front line employee might just look like a roadblock but from an upper management perspective I work with these people on a regular basis. I develop trust in them and their abilities or they wouldnt be in the spot they are in. So when they tell me something I tend to take it under serious advisement. Much more so than an unknown individual customer.

That's a good company culture that's going to retain skilled staff. Bad cultures where the customer is automatically believed wind up staffing inept employees. No good employee is going to stand for their boss undermining them when the customer is in the wrong.

The tl;Dr here is deal with the front line as much as possible, they probably have more power to fix your situation than you think.

I dealt with front line for 1 month and the problem was not fixed, actually it got worse to the point I got stranded.
This was the right time to call in the manager, but I have to ask for, it was not a natural response from the team...... Manager kicked in, offered his help and restored confidence.

 

[Donald Stanfield]

I dealt with front line for 1 month and the problem was not fixed, actually it got worse to the point I got stranded.
This was the right time to call in the manager, but I have to ask for, it was not a natural response from the team...... Manager kicked in, offered his help and restored confidence.

As I said before man, I wasn't there. I can't comment specifically on your situation. I'm just speaking to what has worked for me in the past and if you feel it applies to you or could help you that's great. If not that's okay too but there are people here who might be able to make use of it as it always seems to work for me.

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