Latest / Good Morning From The Chicken Coop! / Season 5 - Episode 43 - Customer service and kindness

Transcript

Season 5 - Episode 43 - Customer service and kindness · Good Morning From The Chicken Coop!

• 0:00
  Hey everybody, good morning from the chicken coop.
• 0:03
  Have you ever had a situation where you're trying to get
• 0:08
  something resolved and the customer service on the other
• 0:10
  side is not working for you and you've just been so frustrated
• 0:16
  with it and you're calling in for the 4th time?
• 0:21
  And yes, this is happening to me live and you're getting a
• 0:24
  different person every time because you can't get back to
• 0:26
  the same person that you started with.
• 0:28
  It assured you that this problem would be handled.
• 0:31
  And you know, you are at your wits end.
• 0:35
  What do you do? What do you do?
• 0:37
  Because the person that you're talking to is not the person
• 0:40
  that's responsible for the problem.
• 0:43
  So this is going on live with me with a company.
• 0:46
  I'm not going to say what company it is because it's
• 0:48
  irrelevant to the story. But it is the fourth time.
• 0:51
  And this is very important paperwork.
• 0:53
  And the problem is that there's a mistake that they made.
• 0:56
  It's their side. It's nothing that I did.
• 0:58
  And I have been assured each time that it would be corrected.
• 1:02
  And it hasn't been corrected. And I got super, super
• 1:07
  frustrated before I got on the phone for today.
• 1:10
  This, this is like one of those things where I have to be honest
• 1:13
  about it today and say I got super frustrated.
• 1:16
  I was so angry that I had to take time out of my day to call
• 1:20
  again. I had to go through this and
• 1:24
  deal with it yet again. Now am I going to go into the
• 1:28
  call and am I going to be a lunatic?
• 1:29
  I wanted to, but what good is that going to do me really?
• 1:33
  Like what good is it going to do me?
• 1:34
  So as I got ready to make the call again, I was fired up,
• 1:38
  pissed off, and I knew I was in that state.
• 1:42
  So I have a choice and my choice is always to let the person know
• 1:47
  that I'm irritated with the situation.
• 1:49
  I'm angry with the situation, but it's not with them.
• 1:52
  So as soon as the person answers the phone, I say hi Roberto.
• 1:57
  He says hello, confirms me. I said.
• 2:00
  He said, what can I help you with today?
• 2:01
  And I said, first and foremost, I want you to know I'm really,
• 2:05
  really upset, but I'm not upset with you.
• 2:07
  I'm upset with the situation. So if I sound a certain way, it
• 2:12
  has nothing to do with you. It has to do with the situation.
• 2:15
  And he said, oh, thank you for telling me that.
• 2:19
  And I said, no, really, I don't want you to think I'm upset with
• 2:21
  you. I'm just really upset with the
• 2:23
  procedures and what I've been going through.
• 2:25
  And he said, hang tight. Let me read through the notes.
• 2:27
  And he comes back and he's like, if you're calling me about
• 2:30
  blank, blank, I can't imagine that we're having this
• 2:33
  conversation. And I said, well, we are.
• 2:35
  And yes, we are. And he's like, let me look,
• 2:37
  comes back. He said, you are correct.
• 2:39
  This is what's happened. I said now we are on the fourth
• 2:41
  time of trying to correct this and he said I would be very much
• 2:47
  in the same state of mind you are in with this and I don't
• 2:50
  know how you're being kind to me.
• 2:52
  That was his words. I don't know how you're being
• 2:54
  kind to me. And it put me on my heels as I
• 2:58
  was like wow, I can only imagine how many times this person is in
• 3:03
  this position and he gets yelled at and I don't want to be the
• 3:06
  one that yells at him. So I explained to him patiently
• 3:11
  everything all over again and I talk him through it and he's
• 3:15
  reading through. He said I can see that, yes, I
• 3:17
  can see that. Yes, I can see that.
• 3:19
  And we keep going through it. And he says, I, I'm going to
• 3:22
  escalate this by hand this time. I'm going to make sure this is
• 3:26
  done. I can get around the computer
• 3:28
  system. He said, you know, we need a
• 3:31
  human. And I said, yeah, you think?
• 3:33
  And he started laughing. And he goes, well, sometimes the
• 3:35
  automated systems get stuck in the loop.
• 3:37
  And clearly this automated system is stuck in a loop.
• 3:39
  And I said, yes. And he's like, I'm going to be
• 3:42
  able to do this. Not and they don't make it so I
• 3:44
  can never get back to the same person.
• 3:45
  And he and I just had a whole discussion about that before I
• 3:48
  hung up the phone. And he said, I'm sorry that you
• 3:50
  can't get back to me, but I can make a note on my desk and I can
• 3:54
  check back to make sure, but I will not be in.
• 3:57
  It's going to take them 48 hours to fix this and I'm not going to
• 4:00
  be in again until Monday. I don't work on the weekends,
• 4:05
  but they work on the weekends. And he's explaining this whole
• 4:07
  thing to me and he's really trying hard.
• 4:10
  And I just had, I had this moment of compassion for what
• 4:14
  he's going through because he's trying to solve my problem.
• 4:17
  And he's irritated that he has to do this because I've had to
• 4:21
  do this. And we're sitting there and
• 4:23
  we're having this moment. And he says to me again for like
• 4:26
  the third time, I just want to thank you for being kind to me
• 4:29
  today and not yelling at me. And I said yelling at you isn't
• 4:33
  going to do any good, but I want you to know I really appreciate
• 4:37
  you. And at the end of the call, he's
• 4:39
  like, I appreciate you. Let me check on some other
• 4:42
  things. He actually was able to do some
• 4:43
  other things on my account that will be helpful long term.
• 4:48
  And the point of all this is sometimes when you're
• 4:51
  aggravated, it's OK to stay aggravated and say something,
• 4:55
  but it's all in how you present it.
• 4:57
  And if you can pull yourself out of the aggravation to the point
• 5:01
  of how can I be resourceful and aggravated at the same time?
• 5:04
  It is completely possible, my friends.
• 5:07
  And it really works in your favor.
• 5:10
  So please, Please remember that. And please hear me when I say
• 5:15
  it's not always those other people's fault and we have to do
• 5:18
  a good job being kind to them because guess what?
• 5:20
  We all have to be kind to each other.
• 5:23
  All right, I hope you guys have a great day and I will see you
• 5:26
  tomorrow. Bye.