Posted: 06/04/2013 at 19:10
I don't work in retail but part of my job is customer service. As someone who hears a lot of moaning/complaining/false expectations/disappointments/sense of entitlement and poor service. It really does help when the person complaining remains calm and polite. I am only just a person, as are my colleagues working in a company and do this so I can earn a living.
What I will say is the person who remains calm, reasonable and polite in any communicaton is much more likely to get a positive response from any organisation.
In the retail sector I guess if you don't get want you pay for and and are disappointed with their response, then just don't use them again. Not used T&M much apart from their "free" offers, was surprised at the size of the plantlets provided so have chosen not to use them again.
In terms of internet etiquette, the use of capital letters means a person is shouting, the same as it does in text messages etc.