Tag Archive for 'problem solving'

Be Kind to Your Customer Service Rep

Published
by
Ehren
on November 2, 2008
in Mentions, Unthinkables, marketing and philosophy
. 2 Comments

I’m a very customer-oriented individual — I believe that business interests as a priority are one step below customer concerns; but I am close to proposing that the classic age-old policy of the “customer always being right” be either thrown out or be amended.

The other day I walked into a Mr. Sub (a Canadian version of Subway, Quiznos, or whatever other sub sandwich chain you can add to the list). As I entered the restaurant floor, there was a relatively big man already ordering his sub so I just nodded my head at the guy preparing sandwiches and proceeded to wait patiently for my turn.

What I then observed was an astounding level of arrogance, the abuse of power as a customer, and poor regard for the person making the sandwich. While loudly talking on his cell phone, this man nit-picked at every detail of the sandwich that was being prepared — questioning each action that the person was taking to prepare the sandwich. Not only was this man ordering 3 subs, he was making life difficult and complicated for this Mr. Sub employee. Let me put it this way, if you can’t figure out what you want on your sandwich — stand aside and give it some thought before you order rather than changing your mind every two minutes while not talking on your cell phone.

I realize that customers demand quality but let’s also realize that this is an eight dollar sub. I don’t think the employee gets paid enough per hour to get abused in that manner. No simple “please” or “thank you” from the customer either when the transaction was completed. Making a sandwich may not seem like a lot of work to people but making a sandwich that a customer will like is!

Photograph by The Consumerist

I merely smiled understandingly at the guy preparing the sandwiches after the other customer left. Then something intriguing occurred, as I paid for my sandwich — I was told it was free cookie day. I was pretty sure that the guy before me never received a cookie. Now there’s an interesting policy to promote — it is worth noting that nice customers should always be rewarded.

I often have this argument with my dad because he will get outraged about a problem and puts the pressure on a customer service representative. Many people including my dad argue that it is the customer service representative’s job to listen and solve problems.  This includes accepting the frustration or anger vented upon them.

I completely disagree.

A customer service representative is to listen to the problem and attempt to resolve it. Granted, as a customer, we are saddened, upset or angered by something and demand some form of action — but I reject the notion that service people exist to be pressured and vented upon in order to correct a problem that may or may not be out of their control.

The inherent problem with this policy and ideal is that it permits consumers to identify the service employees as something other than human. You ask, what’s the big deal? I think it is because we’re subjecting generation after generation of people to accept that the customer is always right when that is completely untrue.

IF we intend on accepting this notion that the customer is always right — then the best customer service representatives (CSR) should be compensated as well as the executives in the boardroom. These service reps are the actual face of the company and confront the problems of the organization from day to day — why shouldn’t they deserve more? These are problem solvers that should be getting a decent salary instead of a measly hourly wage.

Don’t believe me? Let’s look at a few websites out there:

- The Disgruntled Burger King Employee
- Customers suck
- Not Always Right

Want more? Here’s a list on Google to look over.

Business experts tend to promote the principle of listening to the customer to decipher problems in the organization while others like Seth Godin have suggested simply refusing to do business with the customer, both of which don’t actually help the customer service employees.

I really do feel for customer service employees — especially with my past experience on the retail and fast food years ago. I believe the principle of karma is in play when it comes to the ideal of customer service. Let me put it this way. Working in the service industry — nice customers were always treated well and were remembered. Abusive customers were also remembered and while they also always got what they wanted, it may not always have been the best solution for them.

There are always hidden rewards for being nice to your customer service rep.  Just understand that they are human too.

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This Week’s Dose of Inspiration

Published
by
Ehren
on July 26, 2008
in Interests, fun and weekly inspiration
. 1 Comment

I believe that we all strive to achieve something on a greater (not necessarily higher) level every day. Whether we are on vacation, dragging ourselves to work, or contemplating why we find ourselves in class every day — there is a common goal. We all want to do something else … something greater.

The unfortunate aspect of this daily life is that it’s tough to see the end of the path or the finish line. That’s because one path typically leads right into another. I think I still wonder every so often how I went from studying bio-medical science to developing online marketing strategy for a book publisher. Everything else is pretty much a blur. If you had asked me what I’d be doing 9 years ago when I was a university student, I never would have guessed that this is where I’d end up. I guess I just fell into it — and I am quite happy about it.

With the exception of my addiction to IRC (Internet Relay Chat) back in high school, never have I felt so connected to so many people around the world until a few years ago — and never have I felt so strongly about challenging the way we live our daily lives and do business from day-to-day — and I am quite happy about that too.

Over the past two years, I’ve had a great friend who works in the same area as I do. We typically share ideas and thoughts on overcoming the problems and issues we face — in addition to simply venting frustration at times. Unfortunately for me, she’ll be going back to school — yesterday was her last day. The funny thing about the connection between my friend and I was that our problems were shared. Similarly, my approach to work in the office is that everything is technically a “shared responsibility”. If my colleagues have a problem — that’s my problem too.

When the people around you who work become less optimistic, enthusiastic, and energetic than you are — then it’s up to you pull them back up if you can. Just try. It happened a couple of days ago to me. What I discovered was that there are two types of optimism:

Those who wield an optimistic energy about life from day to day.

And those who are hopeful.

I think I’m the latter type because I go into work everyday grumbling — but I see the horizon. To work, I need inspiration. I don’t wait for something to inspire me — I seek them out. This week was jam-packed with people and projects that provide me with inspiration. My friends and colleagues really liked what I sent around so I figure I’ll try and provide a weekly compilation of what has inspired me from now on. Maybe it’ll provide that necessary dose of inspiration to someone else in the world.

Don’t worry — next time, I’ll do less talking (or writing).

Unfortunately until I read the Globe and Mail the other day, I did not know who Randy Pausch was — but after watching his Last Lecture — I got a glimpse into what he believed in. It’s a long lecture but very worthwhile to watch — especially with references to the Alice project and “head fakes”.

Chris Abani’s stories revolving around the topic of humanity are immensely powerful and touching.

And Jonathan Harris’ work with stories is purely inspirational and soulful. But you definitely should see WeFeelFine.org for yourself.

Lastly, I am inspired by twitter. I know the conversations are tiny — heck we’re limited by 140 characters, but it really helps to force us to be as concise and to-the-point as ever when we talk with one another. To read these concise statements, questions or exclamations from so many people around the world continues to inspire me — this includes those who permit me to listen to them and those who are listening and responding to me. I would not learn the tremendous amount of what I learn on a daily basis without you.

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The Dumping Ground

Published
by
Ehren
on July 12, 2008
in Mentions, philosophy and work
. 0 Comments

During my rather long commute home (2 hrs), as is typical of my mind, I was storming up thoughts and ideas.  Then it hit me — why is it that we are usually so keen on delegating work off to people that we don’t want to do or we supposedly don’t have time to do?

The answer: Simple, we want to focus on what is important to us, our goals, our role, and our responsibilities.  This answer includes something along the lines of doing what’s best for the company and the job that we do, etc.

The problem with this solution is that it frequently results in the creation of what I call The Dumping Ground.  This is the area of the office that usually seats the newbie, the assistant, and often mistakenly considered the least important person in the organization or department.  For some odd reason we carry on a tradition and belief that the least important person in the organization or department deserves the most amount of delegated work.  These are the people who are supposedly picking up the slack.

The ironic thing about this is that despite how most people have gone through the turmoil and stress of being dumped upon with the plentiful amount of what is referred to as effectively delegated work, we have no problem doing this to the next person in line — we have essentially accepted the fact that this is the way things are.  Therefore that’s okay right?

Wrong.  We have our opportunity to make a difference — here is that chance.

Here is an example of the typical chain of events:

1.  The HiPPO (Highest Paid Person in the Organization / most important … thank you Google) wants something done.  He or she tells senior management.

2.  Senior management looks at what needs to be done within the context of the bigger picture.

  • Option A:  Go to The Dumping Ground
  • Option B:  Go to Middle Management

3.  Middle Management identifies the steps involved with what needs to get done.

  • Option A: Go to The Dumping Ground
  • Option B: Go to Junior or General Staff

4.  Junior or General Staff either takes care of the problem or looks at how something is going to get done.

  • Option A:  Go to The Dumping Ground
  • Option B:  DIY - Do It Yourself

The problem with passing on work to The Dumping Ground is that there is not enough consideration and thought put into whether or not the work should be taken to The Dumping Ground or if there’s even a simpler way to deal with the work.

Quite often The Dumping Ground is where the ground-level action is taking place — things are getting done that everyone takes for granted.  Of course in the meantime, decisions taking place in management and even amongst general staff that create more projects which in turn, create more so-called effectively delegated work for the folks at The Dumping Ground.

What happens at the dumping ground

Solution:  The Trinity Approach

1. Listening.  Yes, actually listening, not just the token nod.  Listen for what the folks in The Dumping Ground actually strive for and observe how they thrive.  Living is different than thriving.

2. Consideration.  This just brings me back to my point when I had posted about the Employee Bill of Rights.  My #1 rule:

Never forget where you worked and never forget how you felt, and what you did when you started working.

And please don’t say that just because you sucked it up and put up with it means that everyone after you must too.  That’s pretty much saying that you’ll follow lemmings over a cliff.  At least try to change the environment for others.

3. Simplify.  Like fractions, we reduce and simplify.  Don’t make things complicated — accountability does not require bureaucratic-like red tape.  There are almost always a way to do things simpler and sometimes it may even be better to share 10 minutes of workload between five people than have one person deal with that one task alone.

The Result

It’s obvious.  You’ve made a difference that is greater and bigger than you.  Sometimes it isn’t just about getting the project done but how you do it.

Throughout my experience in different workplaces, I’ve been on both the receiving end and the person delegating work so I am just as guilty — I think it’s worthwhile to try and rid ourselves of bad habits.

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