Light/Breezes

Light/Breezes
SUNRISE AT DEATH VALLEY-Photo by Tom Cochrun

Friday, October 14, 2011

THE CABLE & THE ROCK WITH ICING

SERVICE WITH A SMILE
You've read earlier laments about an
interruption in phone or computer service.
Interruption is truly disruption of 
the flow of a day.  We've had frequent
Charter outages over the last couple of weeks.
The quality of assistance of the voice at the other end of
my cell phone has ranged from belligerent and nearly hostile to truly compassionate, helpful and friendly.
Generally the tech or service assistant has 
been pretty good.  It is more helpful when the other 
person is in the US.  I'm not a xenophobe, but over the
years I've learned more good things happen when 
the service rep is in the states. Speaking to a 
fellow citizen does not guarantee better service,
but the odds are better and I can understand what they say.  During our last outage-this afternoon-the young male rep was very helpful, apologetic and explained the problem
was with a "node" in the office and he was surprised
by how frequently the problem has occurred.
He was a pro. 
 Companies make mistakes
when they don't train and insist that service and 
sales representatives put the customer first.
We may not always be right, but it doesn't hurt to 
train the staff to at least make us feel that way.
One of the absolute best at doing this is
 IN AND OUT Burgers. There you get quality 
service with a smile.  Today's Charter
rep also gets a star. It is our money we pay,
for service we expect, and when things go awry
it helps if the "help we call" seems to 
understand that equation.


A ROCK WITH TOPPING
Morro Rock, looking like cupcake maybe.
See you down the trail.

3 comments:

  1. Nice photo.

    I had a dream, I guess, about "service with a smile" as opposed to the grouchy type. The smile really does help. My most recent telephone exchange was with a guy in Indian who was hard to understand but very helpful and he called back the next day to ask if everything was o.k. Now that's amazing.

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  2. Service begins with true communication with both parties. I throw in Chik Fillet as another good service candidate. They will always get my business, because when I enter I am treated as the most important person in the world.

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  3. Catalyst-that is amazing that he would call. Maybe the company is trying to improve.

    Jerry-thanks for the tip on this. We'll have to give them a try.

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