TWO weeks into December & I’ve already abandoned more shopping carts than I can count. Several I’ve even tried again and then re-abandoned because I just couldn’t deal with the hassle. So, I’m asking, does anyone really want my money? The time I have invested trying to spend my money is JUST NOT WORTH IT. Here are a few of my favorite memories:
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Eight of us spent a long weekend at the beach with our kids several years ago. We were enthralled by a new personality-typing tool one of us had run into — and we spent a lot of time comparing ourselves to animals. Specifically, we were otters, lions, beavers and golden retrievers. Every action we took was instantly labeled by one of the group as being “animal-like” to one of those particular species.
As funny as it was to catch people behaving like animals — the dad who gathered up all the loose flip flops and carried 10 chairs back from the beach each day while the kids danced blithely around him is forever known to us as “the golden retriever” — I think type-casting good customer service attributes to dog characteristics is even easier than to animal species.
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Recently I found myself on the other end of the line — making phone calls instead of answering them. I called 30 businesses. In the morning. Before lunch. My results:
AND, ding-ding-ding!
The most shocking fact, I called the main number of these businesses. No direct dials to an office extension. To add it all up, of the businesses I called I had 27 completely impersonal conversations. That’s over 90% disconnect. So much for being concerned about knowing your customer.
If you have a company with a phone, there are several key characteristics to good phone etiquette. These companies forgot one of the most important principles.
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I’m a protector. It’s part of my job description. Especially of my co-worker’s time. Telemarketers and sales people call — I scout them out and evaluate whether our company needs their services before I transfer them on.
Yep, it’s a touchy area. We don’t need them. They need us. I’m in the way. But, they deserve customer service too.
This morning I received another one. This one about paper and copiers. We chitchatted pleasantly about being glad it was Friday. Then, the conversation got pointed. “Well, part of the reason I’m glad it’s Friday,” she said, “is that it’s been a long week to be a telemarketer.” And, she gave me her opening pitch.
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Webrage [wehb´-reyj] noun, verb — An electronic version of roadrage. An instance of blatant disregard for manners, accountability, and/or the good of humanity as a whole, enabled by web-user anonymity. Webrage typically occurs when a web user has been perturbed by some experience and has chosen to share their opinion in a passionate negative manner. Often accompanied by rants, swearing, finger-pointing. Usually contains multiple typos due to excited typing techniques.
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