Posts Tagged ‘Customer Service’

Yeah, That’s Why I Called Her That

February 28, 2022

Over the weekend I had to call the bank to authorize a fund transfer (nothing grandiose, it was basically just to authorize a savings account with delusions of grandeur). Since L’s Mother had done the bulk of the set-up on this one, when the customer service rep asked me how we wanted to handle the transaction fee, I told her I needed to consult my “financial advisor,” and the rep chuckled politely as I handed the phone over to L’s Mother. L’s Mother informed the rep that she’d get that information, and to give her “one moment, please,” unconsciously slipping into her best professional phone voice as she did so.

There was a stunned pause, and then the rep, recognizing the signs of someone long accustomed to dealing with numbers and people over the phone, blurted out, “She really is your financial advisor!”

So That’s Why I Decided To Share This Tale

May 27, 2021

I feel like yesterday’s post deserves the full story, so here it is:

Two hours after placing an order, I learned that the delivery needed to be rescheduled if at all possible (It wouldn’t be a tragedy if it wasn’t), so I asked what could be done. I was told that since the order had already been processed, they’d have to coordinate with the shipper, but it should be possible. I thanked them for anything they could do, and moved on.

The “manage your expectations” e-mail was how I was informed (by a different customer service rep) that the delivery had been successfully rescheduled.

Now it should be understood that this company specializes in gifts for special occasions, and feelings tend to run high among customers when it comes to gifts and delivery dates. As such I could easily laugh this response off as nothing more than an unfortunate bit of frustration breaching though someone’s professionalism, but I couldn’t help but picturing just how . . . poorly that turn of phrase could have been received by someone else.

Guess Which One I Got Recently

May 26, 2021

The right way to say this to me: Unfortunately, some delays are out of our control, and we hope for your understanding should that occur.

The wrong way to say this to me: We highly suggest that you manage your expectations in case of any delay.

“Um . . . I’m Going To Need An Extra Minute Now”

July 18, 2016

You know customer service is going to be taken to the next level when you are greeted with the phrase, “How may I please you today?”