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Member You - Monitor, Measure and Manage Your Arbitrary Customer Service Reps
If you'll trust me on anything, trust me on this...when a client won't buy an idea from its advertising agency, things get VERY, VERY bad VERY VERY fast.What really happens when a client won't buy an idea is that there ensues an immediate scramble to find new ways to sell ANYTHING.It's DEFCON 5 right away for the entire ad
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I
First, thanks to the good folks at Yahoo! for their Long and Winding Road summit series they presented here in Dallas this morning. They are a class act and man are they on brand. My name tag looked professionally printed and my name was even in the Yahoo! approved font.The main topic of this cooperative effort by Y! and OMD was
I thought I was lucky because I got the same clerk who had helped me the evening before.
But this time, it was like her evil twin had taken over.
“I can’t exchange this item because you opened the plastic enclosure with the screws in it,” she declared unsympathetically.
I didn’t understand her logic, especially in light of the fact that Ikea had accepted fully constructed items in exchange for others.
Was she just being prickly?
Did the fact that she had a break coming up have anything to do with her snap-judgment?
Could she have been telling herself, “I helped him once, and he should have STAYED helped?”
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I
Mary had a delivery service business. Her idea was to market to senior citizens who couldn’t get out every day. She came to me as a SCORE counselor because her business was struggling and she thought she needed marketing help. She had been marketing to seniors for more than a year and was frustrated by her results. She hoped I would
“I can’t exchange this item because you opened the plastic enclosure with the screws in it,” she declared unsympathetically.
I didn’t understand her logic, especially in light of the fact that Ikea had accepted fully constructed items in exchange for others.
Was she just being prickly?
Did the fact that she had a break coming up have anything to do with her snap-judgment?
Could she have been telling herself, “I helped him once, and he should have STAYED helped?”
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I
Pornography is "hard to to define," but "I know it when I see it," wrote former Supreme Court Justice Potter Stewart in 1964.Chemistry between two individuals is another gray area that can be equally difficult to explain. In the context of a job interview, how is it you can have two candidates with comparable backgrounds, experien
Was she just being prickly?
Did the fact that she had a break coming up have anything to do with her snap-judgment?
Could she have been telling herself, “I helped him once, and he should have STAYED helped?”
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I
Ever wonder how to start an internet business? You may have seen them advertised on various websites, or even talked about on television programs. Many people are interested in how to start an internet business because of all of the advantages such business opportunities afford. These businesses afford you the opportunity to own your own
Anyway, she said she’d speak to a supervisor and I heard mumbling behind the swinging door to their offstage area. Returning about three minutes later she announced without a trace of enthusiasm:
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I
There are many similarities between large companies on one hand and small and medium-sized enterprises (SME) on the other hand. Many concepts that may have been developed for large organizations are applicable for small businesses.Large organization could benefit from (forgotten) methods that are used by small businesses (and vice
“He said okay. It’ll take a few minutes to get the replacement.”
The same day, I phoned my credit card issuer about reversing a late fee and finance charge. I thought I had mailed my payment on time.
The CSR said, “We didn’t get it until 3 days after the due date.”
“Well, I mailed it on time,” I responded.
“But we didn’t get it,” she repeated.
“Please get me a supervisor,” I said.
“What’s a supervisor going to do for you?” she challenged.
“Reverse the late fee and finance charge,” I replied, wondering why I had to explain the obvious.
“Well I can handle that. All you have to do is ASK.”
“Okay, can we waive the late fee and the finance charge?”
“One minute,” and with that she put me on hold.
Upon returning to the line, she warned, “I’ll only do this once!” and with that ultimatum she erased the penalties.
Both episodes demonstrate that CSR’s have a tremendous amount of latitude in how they treat or mistreat us. Often, they behave idiosyncratically, depending on mood, attitude, and who knows what.
This is not the path
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