Friday, May 26, 2006
A funny suggestion
Hi all. I thought I'd share a humorous suggestion that one of our users made.
N. Cruz wrote: "If I have to wait over 4 minutes or so, when someone finally picks up, I say 'Gee, I had to wait so long, I forgot why I called.' This usually elicits a small laugh out of them. I do it to lighten the conversation, but also in case the call is being recorded for quality control purposes."
I think that's a great idea. Anything to improve that human connection will likely get you better service. As my mom always says, "You catch more flies with honey." Customer service reps really do, generally, work very hard to get you the help you need. And all too often, they take the brunt of our frustration. I know I have, on occasion, been guilty of losing my cool and taking it out on the rep on the other end. So, I like N. Cruz' idea. And I think it might make me laugh to hear their reaction.
Just thought a little levity would be a great way to start the weekend.
Regards,
Lorna posted by Lorna Rankin at 11:42 PM
N. Cruz wrote: "If I have to wait over 4 minutes or so, when someone finally picks up, I say 'Gee, I had to wait so long, I forgot why I called.' This usually elicits a small laugh out of them. I do it to lighten the conversation, but also in case the call is being recorded for quality control purposes."
I think that's a great idea. Anything to improve that human connection will likely get you better service. As my mom always says, "You catch more flies with honey." Customer service reps really do, generally, work very hard to get you the help you need. And all too often, they take the brunt of our frustration. I know I have, on occasion, been guilty of losing my cool and taking it out on the rep on the other end. So, I like N. Cruz' idea. And I think it might make me laugh to hear their reaction.
Just thought a little levity would be a great way to start the weekend.
Regards,
Lorna posted by Lorna Rankin at 11:42 PM
Monday, May 15, 2006
Introduce myself
Hi everyone. Just thought I'd introduce myself via our blog. I'm the project manager for gethuman.com and have been working with Paul to manage the site and assisting the volunteers with their work for several months now. It's been a great experience so far and I've really enjoyed hearing from all our users. I love to hear how the site is making a difference.
I'm as committed as Paul is to keeping the human element in customer service and I am as frustrated as all of you with the many companies that have forgotten why that is important.
I reply to your emails to the site within 24 hours (usually sooner, rarely later) and I truly look forward to your thoughts, feedback and experiences. So, I hope to hear from you soon. And you'll be hearing more from me via the blog on a regular basis.
Warmest regards,
Lorna Rankin posted by Lorna Rankin at 9:32 AM
I'm as committed as Paul is to keeping the human element in customer service and I am as frustrated as all of you with the many companies that have forgotten why that is important.
I reply to your emails to the site within 24 hours (usually sooner, rarely later) and I truly look forward to your thoughts, feedback and experiences. So, I hope to hear from you soon. And you'll be hearing more from me via the blog on a regular basis.
Warmest regards,
Lorna Rankin posted by Lorna Rankin at 9:32 AM
