- Company: US American manufacturer of PC
- 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…..
