Monday, April 11, 2016

CUSTOMER SERVICE WOES


WARNING:

Pet peeve rant ensuing…

Customer service.

I hate to say this, but sometimes the two words don't go together.

I have had recent experience with this.

A couple of weeks ago, I received a letter.

A letter that necessitated action on my part.

And so, of course, since Murphy rules the world sometimes, the letter arrived after hours, on Friday, so I had to wait all weekend to do something about it.

This is one of my nightmares.

I'm a *get it resolved as quickly as possible or I'm not going to be able to stop obsessing thinking about it* kind of girl.

And so, anything that comes to my attention that I can't fix right away, well, it niggles at my mind…

ALL. THE. TIME.

Finally, Monday morning arrived, and I was ready for action.

Evidently, the customer service department was not.

To my great dismay, I could not get past the automated voice system.

I am sorry, but I like talking to a live person!

And usually, I'm able to thwart the system.

Sometimes I'll just keep hitting "0" until Annie Automated gets frustrated with me – (HA – tables turned!)and transfers me.

Or, sometimes I'll just refuse to press ANY button.

After a handful of repetitions, Annie gets her circuits all twisted – and transfers me.

But this morning, I must have been dealing with Annie's sister, a much savvier and impatient woman named Agatha.

I tried my multiple-0-pushing method.

I tried my sit-and-do-nothing tactic.

I tried.  

And tried.  

And tried.

Nothing worked.

All I got was a disembodied voice that said, "We're sorry you're having trouble. Please try calling again later."

And then the call was disconnected.

GRRR!!!

Unwilling to give up so easily, I actually ended up calling back several times.

Like I wasn't able to fully believe that I was beat.

Until I finally realized how ridiculous it was to keep doing the same thing, with the same futile result, over and over (and perhaps over and over) again.

I finally hunted down another number associated with the company, and tried that.

Imagine my great relief when an automated voice (oh, the irony) told me to wait for the *next available representative*.

That sounded like a person, so I waited.

(Take that, Annie and Agatha…)

I waited.

And waited.

And waited.

For at least 15-20 minutes.

But finally, I was rewarded with a voice.

A real, live, actual, person's voice.

"Can I help you?"

Oh yes indeed, you can.

And, wonder of wonders, this person was actually very helpful (thanks, Nicole!)

When all was said and done, I had spent more than two hours resolving the problem.

Why on earth, you ask?

Let me tell you.


1. Calling "The Hub" to direct him where to find the pertinent paperwork.  (I was out of town at the time).

2. Waiting for him to find the proper paperwork.

(This in itself was like negotiating a peace treaty, in two languages):

"Where is it?"
"In that green file in the second drawer in the filing cabinet."
"Ok, give me a minute..."

(Insert the sound of opening drawers, and rustling paper)

"Is it the file that says_______?"
"No, it's the other one."
"In front of that one?"
"No, behind."
"The one that says_______?"
"Yes!"
"Ok, what do you need?"
"The envelope stapled to the letter."
"Which envelope?"
"The one with my notes on the front."

(More rustling...)

"The one that says_______?"
"Yes!  My hero!!"

(I think you get the picture.  No slam on "The Hub" – it's just that I'm the filing person in our household, and I know exactly where things are.  Trying to convey that information over the phone was challenging for both of us!)

3. Writing down the information he gave me.

4. Double-checking the details (as I wasn't able to look at it…in person!)

5. Multiple phone calls.

6. Wrestling with Annie and Agatha.

7. Searching on the Internet for alternative customer service numbers to call.

8. A coffee break.

9. One phone call, multiple minutes on hold.

10. Yakking about the problem.

11. Writing down everything that transpired.

12. Double-checking that everything was indeed in order so that I wouldn't have to start this time-wasting, mind-numbing process again!!


Suffice it to say, when the problem was finally resolved (thank you!), it was after lunchtime.

Sigh.


OK, I will officially step down from my soapbox now, but the whole situation got me thinking about service in general.

How is the word service defined?

Service – something done to help, be of benefit, or contribute to the welfare of others; useful labor; to wait on

As believers, we are called to service, right?

Well, actually, the more I thought about it, the more I began to realize that we are called to more – not just to give service to others, but to become servants.

Because God is always more concerned with what we are than what we do.

A servant is a person who is devoted to or guided by something – or, in our case, Someone.

Jesus calls us to follow Him, to follow His example.

And He certainly led the way in teaching us what it means to be a servant.


I think of some important things:


1. Be humble

Jesus purposefully, humbly set aside many of the privileges and power of being God.  He deigned to inhabit flesh, condescending to lower Himself to become one of us.

"Have this mind among yourselves, which is yours in Christ Jesus, who, though he was in the form of God, did not count equality with God a thing to be grasped, but emptied himself, by taking the form of a servant…" 
(Philippians 2:5-7, ESV)


2. Be unselfish

Servanthood implies an *other-person* orientation in our thoughts and attitudes.  It is the intentional act of looking outward, inside of myopically focusing inward.

Jesus was all about other people.

"Do nothing from selfish ambition or conceit, but in humility count others more significant than yourselves.  Let each of you look not only to his own interests, but also to the interests of others." (Philippians 2:3-4, ESV)


3. Be available

There’s nothing worse than needing help and not being able to find it.  Being a servant means being accessible, ready, reachable.

Just like Jesus was.

"'Give to everyone who asks you…Do to others as you would have them do to you.'" (Luke 6:30-31, NIV)


4. Be knowledgeable

Part of being a good servant is knowing the Master – what He's like, what He expects, and how best to accomplish His purposes.

Jesus had a close, intimate relationship with the Father.

Being a good servant to others demands that we also know our Lord well.

"But grow in grace (undeserved favor, spiritual strength) and recognition and knowledge and understanding of our Lord and Savior Jesus Christ (the Messiah)." (2 Peter 3:18, AMP)


5. Be helpful

This might sound like a no-brainer, but think about it.  How often are we inclined to offer advice, point out flaws, do things our way, fix and fiddle, judge and condemn – all in the name of "serving"?

Jesus always took the time to find out what the other person truly needed.

"…give generously to others in need…Let everything you say be good and helpful, so that your words will be an encouragement to those who hear them." (Ephesians 4:28-29, NLT)


6. Be patient

Helping others is sometimes very difficult.  People can be stubborn, and they can work against our best efforts.  They can test us and try us and drive us to distraction.

But Jesus didn't give up on others.

We shouldn't either.

"Love bears up under anything and everything that comes, is ever ready to believe the best of every person, its hopes are fadeless under all circumstances, and it endures everything [without weakening]." 
(1 Corinthians 13:7, AMP)


7. Be kind

Have you ever thought about this – Jesus was a gentleman, a gentle man.

His heart was tender and compassionate, merciful and forgiving.  There was a kindness in all His dealings.

We will be much more effective when we serve others if we use honey instead of vinegar.

"Get rid of all bitterness, rage, anger, harsh words, and slander…Instead, be kind to each other, tenderhearted, forgiving one another, just as God through Christ has forgiven you." (Ephesians 4:31-32, NLT)


Customer service.

Sometimes it drives me crazy, because I am anything but served well.

I don't want to be like that…

For I am called to follow Jesus.

Called to be a servant like He was.

Called to acts of service to others as a manifestation of my devotion to Him.

I want to do it well.

I want to be humble, unselfish, available, knowledgeable, helpful, patient, and kind.

I want to lose my life for His sake.


And, just for the record, I am totally looking forward to eternity – when the only customer service I'm planning to deal with will be serving the Lord forever...

...alive and IN PERSON!



Are you busy doing acts of service, or learning how to be a servant?






Anticipation,
anticipation
Is makin' me late
Is keepin' me waitin'...

(by Carly Simon) 



"God has given each of you a gift from his great variety of spiritual gifts.  Use them well to serve one another." (1 Peter 4:10, NLT)

"…use your freedom to serve one another in love.  For the whole law can be summed up in this one command: 'Love your neighbor as yourself.'" 
(Galatians 5:13-14, NLT)

"…we must help the weak, remembering the words the Lord Jesus himself said: 'It is more blessed to give than to receive.'" (Acts 20:35, NIV)

"…one who is the greatest among you must become like the youngest, and the leader like the servant." (Luke 22:26, NASB)

"'For even the Son of Man came not to be served but to serve others and to give his life as a ransom for many.'" (Mark 10:45, NLT)

"'And he sat down and called the twelve.  And he said to them, 'If anyone would be first, he must be last of all and servant of all.'" (Mark 9:35, ESV)

"'Give, and you will receive.  Your gift will return to you in full – pressed down, shaken together to make room for more, running over, and poured into your lap.  The amount you give will determine the amount you get back.'" 
(Luke 6:38, NLT)

"Let us not become weary in doing good, for at the proper time we will reap a harvest if we do not give up." (Galatians 6:9, NIV)

"If someone…sees a brother or sister in need but shows no compassion – how can God's love be in that person?  Dear children, let's not merely say that we love each other; let us show the truth by our actions." (1 John 3:17-18, NLT)

"And the King will say, 'I tell you the truth, when you did it to one of the least of these my brothers and sisters, you were doing it to me!'" 
(Matthew 25:40, NLT)

"Jesus knew that the Father had given him authority over everything and that he had come from God and would return to God.  So he got up from the table, took off his robe, wrapped a towel around his waist, and poured water into a basin.  Then he began to wash the disciples' feet, drying them with the towel he had around him." (John 13:3-5, NLT)



Linked with:

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BLOG = "Blessedly Leaning On God!"

30 comments:

  1. Catching up with you, my friend, and so blessed by these last three posts I have missed in all my crazy season of overwhelm. Ed is healing from his surgery but his career future is up in the air with another health issue. My second Fable Springs Parables book is launched and I finally got rid of the snowmen and have springtime bunnies decorating the house. Trying to get back to sensible starts to my week with your Monday morning posts. I think the prayer as conversation hit me between the eyes the hardest. Like a kid running late for school not taking the time for breakfast and table chatter with the family before heading out the door. Healthy prayer conversation makes us better in the customer service realms. Seeking that place even now.
    Joy to you!
    Kathy

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  2. So cute with your picture, Sharon :) I like the "Be's" of service and servant. I definitely want to serve and I can do better with it following your wisdom you shared here.

    I have to deal with a customer service thing today, LOL. Trying to resolve one final utility bill from the house in San Diego that sold in October. Can't get the sewer people to realize that we no longer own the property and send us a final bill. Its almost comical with it going on so long; but those first few bills I got from them caused my "blood to boil."

    When Koda was still with us and I would call an automated number, he would bark right when I was to speak my answer. The automated response was "I'm sorry, I didn't catch your answer, let me transfer you to a representative". Worked every time.

    betty

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  3. Once again I notice another trait we have in common! Also, that photo is priceless!

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  4. Hi Sharon! Oh my gosh girl, that photo at the end is so giggle inducing! Of course, it's funny because I TOTALLY understand it.
    Yesterday, we didn't get our newspaper. I called the robo-lady twice for re-delivery. Never got it. My husband came home, called and talked to the customer rep (located in nearby Costa Rica). Finally we got our paper...times three! Three papers. Unbelievable.

    May I see how important true service is. I love your description of Jesus as a 'gentle man'. Yes! And yet, he got the job done didn't he...
    Hope your blood is cooling,
    Ceil

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  5. thanks for sharing, love you dear

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  6. I have noticed how some "get" customer service. And some wouldn't get it if it bit them in the you-know-where. I'm afraid we in the church have sometimes forgotten that as well. It goes a long way to receiving another visit.

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  7. If the post alone wasn't great (which it was) the photo at the end would have made it worth it all! To give great customer service is really such a gift...a gift that seems to be bestowed on only a certain few...but aren't we thankful when we get a good one?! More than anything, I want to be a good service giver. I can only receive the proper training by staying close to my Manager. :) Super, duper post!

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  8. Sharon, you had me with the photo! how many times have I felt exactly like that! You describe so well what if feel like to be on the receiving end of poor customer service...how Jesus-like to walk a mile in the shoes of those who spend 8 hours every day as a "customer servant"...truly, all is grace...many blessings to you!

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  9. How frustrating to have to negotiate a situation without being in control of the facts in front of you. Double whammy. Your points are well taken. When those negative emotions enter in, everybody loses. People get defensive. And you haven't even addressed the problem yet!!! Wonderful points to being a servant. Everyone can benefit in just about every situation we're in!

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  10. I'm nodding my head.....yep. Been there, experienced that. Love the photo. And your insights as usual....

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  11. Oh Sharon, you hit the nail on the head ... my pet peeve here as well and if you can believe it, I think it's worse and people accept it here as norm. Not me.

    ohhh ... but I guess I'd better reflect on the spiritual points you made on "servant" instead of service because I could go on and on ... Excellent points on SERVING and BEing a servant which really matters more! I use to be more of a "servant" with a servant's heart but sadly if you get crushed enough, your serving begins to diminish and no longer reflect Jesus, our gentle Savior. Love the photo that says it all --- frustration and comic in one with the perfect song caption... hilarious. Yet, I sure get this. Hope it's resolved and curtailed for future calls.

    I so love reading your beautiful intercession and other grateful thoughts especially our dearly loved Marty and hockey! (ahhh) So precious your childlike thoughts and points! No so much patience (speaking to the choir), love your cultural gratefulness and even laundry! You most certainly cover the gamut of disappointments and frustrations just in that sweet face. Love you Sharon!

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  12. Called to be a servant...on service calls. I like that, Sharon! I had a similar experience yesterday. Our bank issued all new credit cards last week, but nothing could be activated until Sunday. Then, surprise surprise--all lines were so busy that they couldn't properly do the activations. Sigh. But thankfully it worked out well enough for the moment. But those calls can definitely be tests of patience for us....which I guess means that they are good for us after all. ;)

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  13. Hi Sharon, oh my goodness, I can't stand those automated voices! And customer service! Sigh, but then again it is a great opportunity to practice patience, humility, grace, etc etc! Lol. At them moment I too am waiting on someone, after many many phone calls and unwilling to listen to my problem people, who was willing to go the extra mile and I have to say, I am most grateful, and very humbled! She could have just fobbed me off to the next unwilling person. And usually, its someone whose problem it isnt, who tries to help!
    Great entertaining post
    God bless
    Tracy

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  14. Oh, my! This post! Whew, could I relate to every, single thing you wrote. SO frustrating! And that picture of you is absolutely priceless!!! I am glad you got it all straightened out, Sharon. God bless!!!

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  15. Sharon - you are a master storyteller - drawing us in with your funny antidotes of real life happenings and then - bam spiritual truth! I Love it!!! Oh, nd I think I have met both sisters Annie & Agatha LOL ....We are neighbors today at #RaRaLinkup & #TestimonyTuesday

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  16. Sing it, Carly!
    Smiling and loving your story telling gift.

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  17. I'm so glad your story had a happy ending, Sharon, and provided fodder for yet another, valuable spiritual lesson! It's always nice when you DO get someone "in person" that they speak your language ;) Have a blessed week!

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  18. You nailed it! I think you need to be running a Fortune 500 company. Or at least teaching them the true Nature of what customer service is about. This speaks to every aspect of all of our lives.

    Thanks for the reminder, sister. And yes, I completely get the frustration part of this. Believe you me!

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  19. I prefer to talk to someone real, too, instead of the automated voice! I appreciate how you related your experience with how we are to have a servant heart. Visiting from Women With Intention. Feel free to link up with Grace and truth on my site aimeeimbeau.com - Fridays.

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  20. Thanks for the laugh. :-) I have certainly experienced my share of poor/no customer service. It ain't fun!

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  21. Makes you wonder why all the automated buttons if they really want to give good customer service. Fortunately our recent phone calls for service have been concerned and caring people doing a good job. May we be the servant that follows Jesus's example. Thank you for sharing with us here at Tell me a Story. Loved this post!

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  22. This sounds all to familiar! I will remember your tips here for next time. There is always a next time when it comes to Customer Service.

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  23. Great reminder! Thanks for sharing with #LMMLinkup!

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  24. Sharon, I love the list of areas we need to work on. I want to be the right kind of servant for the Lord. Thank you for sharing with Thankful Thursdays.

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  25. I can't stand the automated systems that ask you to SAY the option instead of press the number - it can never understand me because my kids are always talking/laughing/singing/screaming in my ear no matter where I go!
    #SHINEbloghop

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  26. Hi there. I found this post on Social Butterfly Sunday link up and your picture instantly struck me and your post was just as wonderful as I imagined it would be. You are a fantastic story tell, and I had a great laugh! Thanks for sharing!

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  27. You sound just like me. First I would have gone crazy waiting until Monday and then I too always hit "0" to reach a real person!

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  28. I've experienced this so often. Why can't I ever get a "live" person when I call customer service. Well, your photo at the end had me laughing. Thank you for sharing!

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  29. Oh my... I am not the best christian during my bouts of customer service... another side that shows my struggle continues...

    Thank you for sharing with #TheCozyReadingSpot

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  30. Oh my goodness, I know exactly what you went through. It is so aggravating to listen for the automated prompts, just to get connected to a live person. Thanks for sharing with #SocialButterflySunday! Hope to see you link up again this week :)

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"So [I] have been greatly encouraged in the midst of [my] troubles and suffering, dear brothers and sisters, because you have remained strong in your faith. It gives [me] new life to know that you are standing firm in the Lord. How [I] thank God for you!" (1 Thessalonians 3:7-9)

Thanks for your comments - it is such a joy to be sharing my journey with friends like YOU!

(NOTE: Anonymous comments will be removed. Thank you for understanding.)