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On Sun, 23 Apr 2006 08:05:53 +0100, "djimbo" >
wrote:

>Ok here's one for the English market.
>Firstly I'm not diabetic, but my wife and handicapped son both are.
>He recently expressed a (not unreasonable) desire for ice-cream, so I
>searched the net found a supplier and an indication that Tesco stocked it.
>My wife enquired at the customer service desk at S****horpe branch and was
>told that they would enquire in to it and phone us back.
>A week later a call came saying they would have it in stock the following
>day. We waited one extra day, went in to find NO ice-cream.
>Ok if you're with me thus far, this is the interesting bit -
>On asking at customer service, a summoned freezer operative started into
>haranguing my wife with a diatribe about them NEVER having stocked diabetic
>ice-cream.
>She made no attempt to hear what my wife was trying to tell her, talking at
>here rather than to her, so I tried to interject and was told in no
>uncertain terms to keep out of it she was talking to my wife not me.
>I managed to communicate to the girl on the desk that they had phoned us!
>They could find no trace on their computer of any request for the ice cream,
>and then asked if we had a name of the person who phoned <gasp!> erm no it's
>not the first thing that comes to mind.


G'day G'day Djimbo,

It sounds like you had a rough deal. FWIIW, I find it helpful in
such circumstance to agree. Agree with the principle that THEY state
as some new found rule of life. In this case getting the name of the
person to blame. Hey, they are playing the blame game, our intention
is simply to play it better.

Say something simple like, "YES ... it IS important to get people's
names correctly. It solves so many future problems from ever
happening. <Wait for agreement. Never barrel ahead till you have
their agreement to their rule.>

"What is your name?"
"Have I spelt it correctly?"
"What is your official position."

"What is the manager's name?"
"Have I spelt that correctly?"

>She then went on to suggest that perhaps we were mistaken about which branch
>we'd asked at <Grrrrr>.

Agree.

Say something simple like,

"I agree, this IS the wrong store to come to. Time everyone knew."

>Time for a sharp exit.
>
>Outcome is we went down the road to Morrisons who had, and have for a while
>had, diabetic ice cream in stock.
>Every little helps.

It is tough being a diabetic or even shopping for them at first but it
does get better.

>Djimbo.
>[To err is human]
>[To Moo...........Bovine]

I think it is the sig file that most attracted me to reply to you
post. It showed me you wanted to do something more about the
situation than vent.

--
Quentin Grady ^ ^ /
New Zealand, >#,#< [
/ \ /\
"... and the blind dog was leading."

http://homepages.paradise.net.nz/quentin