Ok – I was about to blog about another observation but at work today several things jumped out that to me should be Headlines.
Mainly it’s about the apparent lack of ownership of our actions. I have 3 examples that demonstrate this. Two that really deal with my point and the last also highlights why customer service sucks in this country.
Example 1 – My co-worker received a call this morning from his apartment complex asking for the keys to his apartment. They said the new tenant was ready to move in and they wanted to know why he didn’t turn them in. Confused he asked to leave so he could go straighten things out. It was his understanding his lease went till March 31st so he hadn’t packed or made arrangements yet.
An hour and a half later, the update was that he did give his 60 day notice at the first of January to vacate – thus breaking his lease a month early and requiring him to be out by March 2nd. As he came back to get his computer and things I overheard him say, “I can’t believe they didn’t tell me that was the case or remind me to be out”
Lesson – the phrase should be “I’m a moron, and should have read the document I signed”
Example 2 – Another co-worker made a call this morning concerning his daughter and her recent speeding ticket. Apparently she neglected to tell her parents about this issue and now has a warrant out for her arrest. The co-worker was trying to “fix” the ticket to have it go away, but quickly found out that wasn’t an option. So the next step of course was for him to pay it. Now the lesson is a gray area but for me this is the course of action I would choose.
Lesson – Tell the girl to take care of it, and if needed let her go to jail. What better example of consequences is there then a night in the joint! Obviously she wanted to handle it on her own since I wasn’t notified about it when she got it.
Example 3 – Once again, another co-worker has apparently been getting emails from a customer complaining about his services. Finally it came to a head today and he wants to escalate it to upper upper management. I hear her tell management about the situation and that this customer has complained in every email and I quote “he complains so much I don’t read half the emails.” I then hear the manager say “he must be the type of customer that can’t understand and if HE can’t understand then it’s our fault.” – INSAINE
Lesson – Listen to people, read their emails and because you don’t want to be bothered shouldn’t be a sufficient excuse. DO YOUR JOB! Apparently it has become the norm to do the opposite.
End of rant.
2 comments:
incredible!!!! unfortunately, this is the world we live in.
What's bad is that I work in the customer service industry, and I make sure that my team is always giving out the info and making customer's read. This is just too scary!
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