Archive | December 2011

A Little Thought To Ponder

 

I apologize I missed two days because I got caught up in the hustles and bustles of the “holiday madness” but I’m back with many fresh thoughts, not that I didn’t have  those fresh thoughts prior.  But any who, I noticed when Thanksgiving and Christmas begin to get closer old friends and acquaintances begin to come out of the woodwork, I mean you follow the same routines of your pre holiday life and you see the same people but it seems that the holidays bring out everyone from some time frame of your past.

I was asked an interesting question, “What do you do when your out and about and you see someone you used to associate yourself with?”  Is it most appropriate to stop and walk with them to their vehicle or is it okay to smile and wave?  This is a thought, I am now rolling around in my head relentlessly searching for an answer.  Is there an ethic to that situation, like some sort of strange “acquaintance/friend rule”, that I don’t know about?  For me, I think when growing up all of those people we consider our friends are just our acquaintances and its the people who stick with us into our adult lives that are our friends.  We live in a time where social media like Facebook and  Twitter connects the world in which we live, I mean we can virtually find anyone we want if they want to be found. 

So my opinion, if you run into and old acquaintance and a simple wave or a quick hello is not enough and your able to find them on Facebook send them a message to let them know, “Hey, it was nice to see you sorry I couldnt chat with you give me a call and share your number.”  Sending a message to someone you once hung out with as a kid/teen shows that you remember who they are and can even have a tendency to make someone feel good.  When were growing up we know everyone, but people change as they enter adulthood because they move away, get careers, get married, have children,  basically I am try to say they get responsibilities.  When your growing up your “responsibilities” are your circle of friends.  Until next time, Live, Love and Learn.

“T”

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Customer Service and what it is and is not

Here we are face to face with the holiday season once again!  Whether, your a customer in a store or a customer on the phone customer service is the who’s and whats that your dealing with.  This past week I have experienced both forms of communication with a customer service representative and I must say none of my experiences were of the rewarding kind, well at least on my part that is. I have questioned if I am too critical of my expectations of customer service because I myself come from an extensive history of customer service experience.  Not to toot my own horn, I have never had a complaint on the way I handle the many issues that arise, I have numerous letters and verbal responses for how well I put myself out there and ensure the final result is what it should be “SATISFACTORY”.

In my days of doing customer service I went out of my way for the customers, I ensured that every angle of the problem was covered, I have even received gifts from customers that were so satisfied with “my” service that the gratefulness they felt was to provide gifts, verbal letters etc. The true gift was seeing that I did my job, I guess its in my nature to “go out of my way” for others, which makes customer service jobs great for persons like myself. In my eyes, excellent customer service is all about making the “customer” feel warm and welcome, appreciated in a sense and taking care of customer problems and complaints.  I define “customer” as  the you,  the me,  and I, as well as us the shopper aka the person who buys.  My customer service motto, treat customers the way I want to be treated because their problem could very much be my own someday.

Customer service is not brain surgery nor is it some complicated task that needs a degree from an Ivy league school but I do think it takes a certain someone to do that line of work, it is the meat and potatoes of an organization, without customer service what is there? Management will refer you to us, customer service is the know it alls of the business, well supposed to be’s anyway.  Why is it today I go to an “unspecified store” to purchase an item for my son, the cashier doesn’t say two words to me even after I said “hello”, she rang, I paid and the entire 2 minutes and 49 seconds it took not once did the customer service rep say anything.  I do get bothered because I think that is rude and I feel there are people out there who would scrub the toilets right now to have a job because the rate of unemployment is so high. 

 My next experience began on a Monday and finally came to a conclusion four days later. I had the pleasure of having to speak to my health insurance company this week in reference to a form my husband needed to have authorized by them for treatment, On day 1, the first problem the girl at the doctors office incorrectly did the paperwork wrong which resulted in a denial.  On day 2, the other girl at the doctors office who I must say is good at what she does and has great customer service skills redid the form and refaxed it, after numerous calls that day and the day after as well as the day after that and that, The issue at hand was finally resolved, For every representative I spoke to, yes they were nice but the information given each time was inncorrect, how do the people hired to do the jobs of customer service land the jobs and become so laxadaisy?  How did they get the job to begin with?  I am interested to know what you think, how can organizations be comfortable with the failures of their customer service or do they just not care?    Could it be a new generation of upper management, that just doesn’t know or care?

Henry Ford once said “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”
 

Hello world!

I have been saying for quiet some time that I am going to join the millions of bloggers out there in “cyber land” and begin a blog of my very own.  Well, cyber world hello, I have finally made it!  While I sat and determined what  I would like to blog about for months (a little exaggerated) I decided that my blog would touch base on a little of everything because life is ever-changing and so shall my blog.

I cannot guarantee everyday what my blog will be based upon, but I can guarantee it will be a variety of topics.  On the days I am feeling parental I may blog some advice but just because I give it doesn’t mean you have to take it.  On the days I am feeling crafty I may share a project or two or three…  Oh lets face it, I am here to have fun and blog till I cannot possibly blog anymore.   I am however, open to suggestions from the “grandest bloggers” to the not so “grandest”.  Just remember you were new once too so if you have helpful tips and /or suggestions, I am all eyes.  Until the next time live, laugh and love.

“T”