Recently, I’ve been involved with a cell phone company and a national shipper. Unfortunately, not by choice. I’m being kind when I share it’s been a painful process. Hours spent on the phone. Misinformation, which I relied upon, flowing regularly. I was able to get to the true facts by putting two humans on the phone at the same time. This totally eliminated a “he said – she said” finger pointing scenario. The issue, to this point, has still not been resolved. I’m trying to remain optimistic that it will be.
As I spoke to each call center employee. (so far seven to-date) I would repeat the same information over and over. Each time I gave my email address I’d get a comment. The most popular response was “do you sell jewelry?” Then I’d explain what the “Jewels in Your crown” philosophy was all about. Every person seemed intrigued with my description. They wanted to know more. Understanding that a call center employee is rated and judged by how quickly they handle a call I told them to check out my website.
As I reflect on my exasperating experience, I draw comfort knowing I may be educating people on the importance of developing others. They may be trapped in a corporate world tied to strict process, but they were still interested in learning about developing themselves and others.
Communication is vital to any and every relationship. What you say, how you say it, when you say it and to whom you are communicating are all critical components to effective communication. I’m very much aware these fine people handle hundreds of calls a day. I could tell by the background noise they appeared to work from home. The employees I spoke with knew what to say. I suspect words were written on their computer screen. The problem was they didn’t know me.
One person knew the circumstances because they took the time to ask me. They knew their processes weren’t ideal and they wanted to resolve the issue. One of seven isn’t a great batting average. I realize I’m not the only customer this conglomerate and national shipper deal with daily. I’m not asking for special treatment and I certainly didn’t receive it.
What did this experience teach me?
- I need more patience
- Corporations don’t care if they lose customers
- Cell phone companies are the utility companies of this century. Can’t live without them and they know it.
- My dear departed friend Frank was right, you need to learn to breath through your nose with things go haywire.
I had put this blog post aside for a few weeks. It helped me to cool off and to place things in proper perspective. In case you’re wondering, the situation was not resolved. But as I wrote above, I did learn a great deal about myself and the landscape of the business world in this century.
I’m not changing my expectations to meet the service levels of the corporate world. However, I will be changing my approach. I made a difference with one person and that is what I will continue to do. Make a difference with one person and see if I can change a culture gone haywire.
Margaret Mead said “Never doubt that a small group of thoughtful committed citizens can change the world; indeed, it’s the only thing that ever has.”
Until next time…