Interaction point: Customer service representative for private customers
Statement: Customer wishes are not foreseen in our customer service process.
Company: German state owned company for passenger transportation
Interaction point: Representative at counter in a Central stattion
Statement: We only believe you – customer – and your request if you can prove to us that we did something wrong. How you are going to manage that, I do not care.
Company: French run Hotel in the City Centre of Paris close to Metro Opéra
Interaction point: Owner at reception
Statement: After complaining that there lives a mouse in the room the owner looked at the cat behind him saying: Looks Iike you did not do your job properly, bad girl!
Company: Dealership of a very large German car manufacturer
Interaction point: Sales representative for used cars
Statement: Well, when you left here everything was ok. So you could have done anything to create this damage. Difficult to believe you. You know what my boss is going to say….
Company: German owned bank headquartered in Frankfurt am Main
Interaction point: Customer agent in a branch in Düsseldorf
Statement: This is how the bank lists you and I cannot change this; I don’t think we will move forward on this matter; here is the number of the team you can call
Company: Dealership of a very large German car manufacturer
Interaction point: Switch board
Statement: I will let the service desk know that your matter is very urgent; …..it took 3 hours before the dealership reacted to the urgent matter…..
