Yes! I admit it! I'm a push-over, and a workaholic, to boot. I'm the laziest workaholic in the world - if there's such a thing. Anyway, after working 13-hour shifts for 9 straight days, my body was craving for rest.
It was an exhausting Saturday shift, with a lot of issues that needed my close supervision. Several of our people didn't report for work (the bastards were probably out on dates) and we lacked the manpower to meet our client's demands. Needless to say, we didn't meet them and I got drained in the process. At around 8:00, I finally acquiesced and silently waited for my agony to end. When the clock struck 9:00am, I immediately jumped ship and hailed the first coloured cabbie that I saw.
When I got home, I headed straight to my room. I sent an SMS to all my colleagues, telling them not to bother me for any reason because I was about to hit the sack. They sent their good night messages (even if the sun was glaring outside) and wished me good dreams. I was already in the fringe of the blessed realm of The Dreaming when I heard a voice booming in my ear.
"Wake up! We need to go to the mall! Now!"
"Hrrrm...nnnhh!"
"I said wake up! Get out of bed, this instant!"
"Nnnnhhh....nrrh....whu...wha...whut? Damn."
Crap. It was my mom, shouting at me. She wanted to head to the mall and needed me to come with her. I'm the only one in the family who knew how to operate an ATM and she wanted me to tag along so I can withdraw some cash. Reluctantly, I got up and went with her to the mall. She didn't know what she wanted so we spent the entire afternoon just looking around for things to buy. I could barely keep up with her, and she's past her 60's! That was how tired I was!
Then I remembered that they are now selling tickets for the upcoming Wolfgang concert through Ticketworld, so I asked her if we could drop by the Customer Service department of National Bookstore. I was able to get two Orchestra Center tickets (albeit at the far end already) and finally had something to be happy about the trip.
We went around the mall some more and came across an orchestra playing Beethoven's 5th Symphony. There was a big crowd that gathered, and I couldn't quite see who the performers were. I saw a white guy waving frantically in front of the crowd. I held my breath and thought, "It can't be! It must be Maestro Ruggero Barbierri at the helm! " And then, he turned around and I saw that he wasn't. But I wasn't too disappointed. After all, it has been quite a while since I was able to go to a symphony.
I thought how the acoustics of the mall would not be quite good enough for a symphony orchestra, but I realized that it didn't matter. They were bringing classical music to the masses, and they were responding positively. Of course, it would be much better if they held it in a concert hall, but people are usually adverse to going to such places. I closed my eyes and pushed my thoughts away. I eliminated distractions and prepared myself to listen to the music. And then, my mom yanked me away.
"Let's go! I want to buy some shoes! We don't have time for this nonsense!"
Aargh! Of all the people, I never thought that she'd react that way. She had been a concert pianist in her own time, and was a protegee of the late National Artist Lucrecia Kasilag. She was the one who introduced me to the works of Beethoven and Debussy! How can she call it nonsense?
I was hurt and was wondering why could she treat classical music as nonsense when we passed by Fullybooked. Needless to say, it is my favorite bookstore and I am a loyal customer of their branch in Gateway. I wanted to go in and check what books would pique my interest but my mom wouldn't let me, saying that we didn't have enough time. She told me that I didn't need any more books because I still have a lot at home, and my money would be better spent if I just buy her some more clothes.
I was so frustrated and was on the verge of tears when we passed by a candy store. I checked what different candies they have on stock and was excited when I saw some popping chocolates. I wanted to get one and see what else they had in store but then again, my mom grabbed my hand and led me towards the department store.
That was the last straw. I couldn't take it anymore. In the first place, I was already dead tired yet I accompanied her to the mall. She knew that. But why couldn't she let me get something that I would enjoy? I don't get it. I didn't speak for the remainder of our shopping excursion and let her babble on and on
When we finally reached home (around 9pm), I went straight to my room and dreamt about eating chocolates in the Tanghalang Nicanor Abelardo.
Sunday, bloody Sunday.
Tuesday, February 17, 2009
Friday, February 6, 2009
Dug up memories
While looking for a folder where I could save a commendation file to, I chanced upon an article drafted by yours truly three years ago for a customer service week activity. The theme was "What to you is excellent customer service?". Haha, reading it now makes me smile. It may have been a product of a kiss ass culture but some parts of it actually ring true. 'Nuff said. Read on.
In customer service, every company stands by an unwritten rule, a mantra unfortunately clichéd not by overuse but by non-practice- Satisfaction Guaranteed.
The dictionary defines satisfaction in a variety of ways- contentment; gratification; payment of what is due; or meeting what is expected. Customer service is supposed to be all this and more.
Everybody has been through good and bad customer service and no matter how simple or complicated the problem may have been, one thing remains constant and that is the fact that only a hair’s breadth sets the former apart from the latter. One wrong word, one wrong action and every good deed is wasted on an overly sensitive customer.
Clients can be pompous, that’s a fact. Their overbearing attitude sometimes come from the fact that they are afraid and confused, and them putting the blame on another person or venting out their frustrations on to somebody else often drives one to the conclusion that the client has a personal vendetta against the company or against the rep, a conclusion that ultimately becomes the cause of a loss.
As Nancy Friedman pointed out, it is important to empathize with the caller. Putting one’s self in the client’s shoes would go a long way to helping one see his concerns and addressing the issue more effectively. It is imperative that one is on the same boat with the caller to be able to come up with the best course of action.
Taking ownership of the situation is a subtle yet efficient way to broadcast the message that one is able to resolve the matter at hand in the shortest time possible. Callers want somebody to lift the burden from their shoulders, someone who will take responsibility, someone they know they can depend on.
It is true that there are different kinds of customers and there are different kinds of personalities who pick up the phone and dial the service line. The representative then has to have the capacity to be a chameleon, a shape shifter in every instance. One has to know when to be firm and distant, witty and chatty, or sympathetic and meek. This helps the caller know that the representative cares, that they are important in the company they are with. If customer service is the game, adaptability is to be the CSP’s name.
Service should be accompanied not just by enthusiasm but also with joy. Joy comes willingly from the heart, and a heart that is willing to serve is a person who is capable of anything at anytime.
For each call that a representative receives, one has to be able to size up the situation and give fair judgment that will be beneficial to both the organization and the company. One has to be able to stand up for the organization’s standards and defend his way through all the bashings that the client sometimes is capable of delivering. He or she has to be able to withstand the throes of depressing, and sometimes upsetting situations without having his feathers ruffled.
Achieving excellent customer service is one bumpy ride on a rickety car along a very rocky road. There is no way around it, no short cuts, no easy ways out. There is no denying the fact that the way can be really tricky sometimes, but hey, as drivers of this ride called customer service, our goal should be to take the passengers, our clients, across with as much comfort as we can afford them. We have jobs because our customers need us.
We serve. We deliver. Satisfaction, assured; excellence, guaranteed.
admin's note: these are jj's opinions - hers and hers alone. capeesh?
In customer service, every company stands by an unwritten rule, a mantra unfortunately clichéd not by overuse but by non-practice- Satisfaction Guaranteed.
The dictionary defines satisfaction in a variety of ways- contentment; gratification; payment of what is due; or meeting what is expected. Customer service is supposed to be all this and more.
Everybody has been through good and bad customer service and no matter how simple or complicated the problem may have been, one thing remains constant and that is the fact that only a hair’s breadth sets the former apart from the latter. One wrong word, one wrong action and every good deed is wasted on an overly sensitive customer.
Clients can be pompous, that’s a fact. Their overbearing attitude sometimes come from the fact that they are afraid and confused, and them putting the blame on another person or venting out their frustrations on to somebody else often drives one to the conclusion that the client has a personal vendetta against the company or against the rep, a conclusion that ultimately becomes the cause of a loss.
As Nancy Friedman pointed out, it is important to empathize with the caller. Putting one’s self in the client’s shoes would go a long way to helping one see his concerns and addressing the issue more effectively. It is imperative that one is on the same boat with the caller to be able to come up with the best course of action.
Taking ownership of the situation is a subtle yet efficient way to broadcast the message that one is able to resolve the matter at hand in the shortest time possible. Callers want somebody to lift the burden from their shoulders, someone who will take responsibility, someone they know they can depend on.
It is true that there are different kinds of customers and there are different kinds of personalities who pick up the phone and dial the service line. The representative then has to have the capacity to be a chameleon, a shape shifter in every instance. One has to know when to be firm and distant, witty and chatty, or sympathetic and meek. This helps the caller know that the representative cares, that they are important in the company they are with. If customer service is the game, adaptability is to be the CSP’s name.
Service should be accompanied not just by enthusiasm but also with joy. Joy comes willingly from the heart, and a heart that is willing to serve is a person who is capable of anything at anytime.
For each call that a representative receives, one has to be able to size up the situation and give fair judgment that will be beneficial to both the organization and the company. One has to be able to stand up for the organization’s standards and defend his way through all the bashings that the client sometimes is capable of delivering. He or she has to be able to withstand the throes of depressing, and sometimes upsetting situations without having his feathers ruffled.
Achieving excellent customer service is one bumpy ride on a rickety car along a very rocky road. There is no way around it, no short cuts, no easy ways out. There is no denying the fact that the way can be really tricky sometimes, but hey, as drivers of this ride called customer service, our goal should be to take the passengers, our clients, across with as much comfort as we can afford them. We have jobs because our customers need us.
We serve. We deliver. Satisfaction, assured; excellence, guaranteed.
admin's note: these are jj's opinions - hers and hers alone. capeesh?
Subscribe to:
Posts (Atom)
