If you have or have ever had kids, you know that they bring home some pretty yucky things. Last week, my kiddo brought home, as he likes to call it, the “flute”, otherwise known as the flu to the rest of the human population. So this past week has been a series of fun symptoms, some days feeling great, others feeling like death. It also included a few days away from work. However, that doesn’t mean we didn’t have some fun the past couple weeks though! Enjoy!
Entry under job title: COO/Air Guitarist – yup, someone actually put that on their registration
Entry under Web Address: 1234 Street address – seeing this more often than should be possible
“I don’t have a business card, I tossed them all away” Really? Why would you do that!?
“Wouldn’t the checking account be the same as a letter of intent?” Sure, that’s the same
“She has become unresponsive to my emails. So I’m sending a new email” Yup, that’ll get you a new answer… I gave you the answer 3 times… and you don’t like the answer… but sending a new e-mail, that’s the ticket, I’ve completely changed everything about our policies because you’ve sent a new e-mail
Warning in our own system!
I just might start using “updation” in everyday language!
Yup – This series of e-mails is all from 1 person…
Notice the time… and they’re upset that we didn’t respond after the first 3 e-mails. Come on people, over an hour writing us multiple e-mails in the middle of the night? Go to sleep!
Being in customer service, no matter what industry, means being a patient person. It tends to be a prerequisite to doing the job. Smiling even though you are in a bad mood, sitting on the phone with someone as they go through a process that you’re really just listening to them read a website, and generally just being nice, always. Even as the manager, I’m in the trenches. I wouldn’t have it any other way. But it means I still get some interesting calls…
28 minutes an (I can only assume) older gentleman had me on the phone the other day. Started out like many other calls, him asking how to log in and pay his bill and order furniture, all the basics. Then things proceeded down a very dark path including:
Caller: it’s been a LONG time since I was able to say it was my “first time” if you know what I mean…
Me: uncomfortable chuckle; no worries, the information is all easily available on our site
Caller: You have the patience of an angel, don’t you?
Me: Well, it’s why I’m good at my job
Caller: Are you married?
Me: (very quickly) YES!
Caller: Do you talk to your husband like this?
Me: (because really, what in the world do you say to THAT!?) ummm, I’m very versed in making sure things go smoothly, is there anything additional I can assist you with today?
In any industry, if you call a customer service line and the person asks if there is anything additional they can assist with… you’ve either actually gotten to the end of their answers… or you’ve crossed a line somewhere (maybe a long time before then).
Imagine this: So you call into a company, complaining about something and they ask for your information. You provide a very common word, such as Innovate as your company name. The person on the phone types in Innovate (because you didn’t specify anything differently) and cannot find your record. You get very mad at that person and tell the person that they are accusing you of lying and then WALK AWAY FROM THE PHONE cursing. So the person at the company tells your what she can only assume is your wife still on the phone to e-mail the information over so that she can assess further.
When that e-mail arrives the person realizes that you have spelled Innovate as Innov8… Seriously – You didn’t have the intelligence to tell the person on the phone that oh by the way, my company name isn’t spelled like the word!?
So today is notoriously one of the worse days for my department at work… the day a discount expires! (heaven forbid we change pricing) So… needless to say, it was hectic and crazy busy. As a supervisor, I keep an eye on a myriad of functions from e-mails to phone calls to chats, so I see a good chunk of what happens within the department. Plus I have one of those memories where I can notice patterns and remember when something happens more than once… which leads to today’s most useless question:
“what does this mean?” To the warning that says “This e-mail address has already been used for a registration, please use a unique e-mail address to continue”
OMG people, it means that you already have a registration! People rarely go around registering random e-mail addresses for the fun of it! (notice I didn’t say never, because I wouldn’t put it past someone at this point)
So, if you’re utilizing my blog to learn what NOT to do when participating in a tradeshow, please read and think about what you read before e-mailing, calling or chatting! (Unless, of course, you want to see your stupid question here)
Otherwise – hope you have had an amazing day and Go Broncos!
Honestly – I love my job! The daily interactions with so many people from all walks of life, from CEOs of major corporations to employees at the local gas station. However, what I don’t appreciate is people who feel that they are entitled to anything and everything they want, regardless of the rules, requests, and without regard to common courtesy.
Today, I was both threatened, that I “better reconsider” someone’s registration because they didn’t want to pay $30, and received the below e-mail.
“If there was a problem with my or anyone registration how come i did not get an email good or bad we should be getting some thing???????
Do I have to do them ALL AGAIN??????????
EVERYTHING WENT THROUGH FINE, NO ISSUES WHEN I GOT TO THE END.I EVEN ATTACHED EVERYTHING YOU ASKED FOR LIKE LAST YEAR!
I can send you a spread sheet JUST like last year!! this is such a pain whey does not your site work like it is suppose to??????????
I f im having problems so are others, I did not do anything wrong!!!!!!!!!!!!!!”
So I pose the question: Specifically, in the workplace setting, is it right to converse with someone for the first time with anything other than utmost respect? Tell me what you think!
I guess I was raised differently, because my mom would have had the wooden spoon out had I spoken to someone like this, regardless of whether I knew them or not, and probably regardless of how old I was!