Customer Service @ MindSay 
recently started working at a in-bound
call center as Samsung customer service.
This is how my best call ever went
(Me) Hello thank you for calling Samsung where we strive to provide you with excellent customer service my name is Tee Jay and my employee ID number is 3497 how can I help you
(lady)I am having trouble accessing anything on my phone
(me)Ma'am, who is your service provider, and is you phone on
(lady)SHIT!! thats what was wrong, sorry to waste you time
(me)Thanks for calling Samsung if you stay on the line there is a survey of how well I helped you have a great day *disconnect*
Ha ha ha Thats the funniest thing that I have heard in a while.
People are very smart huh?
I started watching "Spaced" on youtube and then I was able to catch a few episodes on BBC America. It was good but I needed more! The DVD's of the show were finally released in America last week. So I decided to call around to a few stores to see if someone might have them.
First, I called Hasting's. I got a busy signal the first few times I called. Finally, the phone rang...and rang...and rang...
Screw them!
So, I called the only other place in town that might have them-Best Buy.
I'm not a regular shopper at Best Buy mostly because I'm poor. I do like looking at all the shiny shit on display though. I gave Best Buy a ring. I got some recorded message. It gave me options. I chose the option that said I could speak with a sales associate. Great!
Then the phone rang...and rang...and rang until it sent me back to the recored message! I tried it again. It rang...and rang...Finally! A human being answered the phone!
Me: Can you tell me if you have the tv show called "Spaced" on DVD?
Female: Hold on one second.
I'm waiting in silence and then...
The phone rang again!
To make a long story short, I ended up having the same conversation two more times before I gave up. We had to leave the house anyway so we just dropped by the store. I can see how the idiots couldn't find it since they had 5 copies just sitting right there on top of the "televison" DVD section!!
Anyway, I finally have my copies of probably the best tv show I have ever seen. I'm happy!!
Spaced
Shaun of the Dead
Hot Fuzz
I am a librarian. You all know that, but basically, I am in the customer service industry. It isn't all that different from the days when I was a server and bartender. Here's the thing that I noticed has happened at both jobs.
When I am busy, it becomes an automatic reaction to respond to people. For instance, when you have a transaction with a customer and you assist them, people usually always say thank you. When I get that busy, I find that I start automatically saying "your welcome" at the end of the conversation. No big deal, right? Well, it can be when I say "your welcome" and the other person doesn't actually say "thank you". OOPS.
It just happened a few minutes ago, and the woman turned around, gave me a dirty look, and said, "thanks" in a pretty snide tone.
Thinking about it, I realize that it probably sounded like I was reprimanding her for not expressing gratitude. I truly wasn't, it just becomes a knee-jerk reaction. I feel a responsibility to be polite, so I have programmed myself to say "please", "thank you", and "your welcome" in every conversation. Which is a good thing--I think we can all agree to that.
I guess, though, that it only works if the other person is participating in politeness as well. Otherwise, I just sound sarcastic. Oh well, sometimes I am being sarcastic...might as well keep 'em guessing.
Well, today I had to call a canadian company about some bedroom furniture I ordered online..mainly due to UPS fuck up. UPS tells me I gotta call the shipper... so I do so. I'd have to tell you, so far, I'm VERY pleased with the customer service I received. This company, of course, is located in Canada. Dispite the heavy french accent, I was able to clearly understand what the representative was saying (unlike most middle eastern reps you get from outsourcing in the US companies). Anywho, the representative on the phone was very polite, he did have to put me on hold to contact the manufacturer of the products since it shipped from their warehouse directly to me instead of from the store itself. I was fine with that since I knew he was taking care of it right then and there, rather then writing the info on a piece of paper and it get lost among the rest of the notes that scatter over the desk. I'd say it was about a 30 second wait to get him on the phone to start.. then I was on hold for about 5 minutes, which in my eyes is not long AT ALL (compared to the 40 minutes with the cable company the other day). He then told me that the manufacturer is contacting UPS to start a trace on the items since it's been more then 24 hours without a scan in the system. The representative then asked me if I would like to be notified by phone or by email of the results. I told him that email was fine, and he wished me a pleasant day, as I returned, and that was the end of the conversation.
I was very shocked because I am so used to the service we get in the USA. Can't understand the rep, get the run around, placed on hold for 30 minutes or more etc. My whole converrsation lasted about 10 minutes, and not once did I get frustrated or upset. Excellent customer service...so far....
Oh, the companies name is Cymax...they have wonderful pricing on most items that you can find in Walmart or Target.. such as furniture. I asked Walmart to match the price of the company on the same item but they would not because the company was located in Canada and not the USA. So I simply replied, then I guess I will be ordering it through this company rather then picking it up in your store. HAHA! Hey, we all like to save a buck or two, and they had a special with free shipping!
I almost made a younger teenage girl cry today at work. She had come back to try get phone credit replaced as there appeared to be something wrong. As her story went, when she recharged her pre-paid mobile phone for the amount she bought from us and it apparantly went through fine. However when she tried to call her friend she apparantly had no credit left. This usually happens with prepaid phones and then you recharge them again, but giving her the benefit of the doubt, I simply asked her and her mother who was standing beside her at the time if they had contacted the customer service. Apparantly she had but they kept her on hold so long she never got through. I had to declare that whilst that's not easy to deal with it would be the only way they could get the credit voucher to work as we had no control over it. The mother quickly dissappeared which made me a bit suspicious. People generally don't stick around when they know they in a losing battle of who did who wrong. However the young girl continued to try debate the point that I should do something about it until she was so close to the point of tears she left simply saying she'd call customer service.
Whilst I can't technically do anything anyways I have helped people out by swapping sold phone credit, usually due to an incorrect service provider by tourists which has never been an issue. I feel slightly bad though, I dont' like upsetting people which is really why I'm good where I am, despite the fact that leaping the counter and punching people in the face is a common thought.
It's taken me a few months to really realise this but if someone can rip you off, they will try and get away with it. There are too few honest people in this world. I like to think of myself as honest and I do my best to pay my way. Hell I even pay other peopls way too which as been rather damnaging in the past for me. I guess my real weakness has always been the 'damsel in distress', but unfortunatly due to a select few Canberra Whores I now honestly can't be fucked. I can tell when they are genuine, generally cause they'll try for an hour before declaring they have no means of payment and usually offer things like phones and wallets straight away before leaving to fetch funds.
From now on, and what I should have been doing all along will be demanding full details including car rego, not just the number plate as well as collateral, like a phone, or the spare tyre of their car including toolset, a leg even, or their child. I don't really care to be honest. Also I think instead of 24hrs to pay I'll give them two you can get anywhere in Canberra and back again including giving work notice that you are stupid and will be late. If requirements cannot be met the fuel does not leave the station until paid for like the rest of Canberra. Sure, people will think of me as an asshole but once again, I really could care less.
That's all not to say that I haven't helped anyone in need, I certainly have done that and it's people like that who I'm happy to play the part of customer service too. Such as one of our regulars, Barry, he's had a stroke and has a bung leg. We take the papers out when he pulls up in the morning and pop them in his front passenger seat and he gives us a set amount of change or we bring him back the right change. It dosn't bother us in the slightest. Yet everytime he pulls up he'll get out of his car and come inside instead of waiting expectantly for us to serve him. Everytime he's polite and thanks us and quite often we get to have a good chat to him as he hobbles around when were not quick enough to get the papers out to him. He's what we've decided is a perfect customer, never hassles or causes trouble, never complains or whinges and is always thankful. But of course he's just one person out of every 30 or 40 who'll be nice and treat us like humans.
If someone would just kindly take the customer out of customer service and I'd be very happy in my job.
-- Lory
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