Customer Service – a rant (sorry)

poor-customer-experience-online-customer-serviceCustomer Service – a dievca’s unreasonable expectations….

dievca has been in PT for the past 2 months for her knee. It has been going well.  She has been “on time”, has not missed an appointment, has not rescheduled an appointment and does her prescribed work.

The Physical Therapist schedules out the Month and this month dievca’s appointments shifted from M and Th to M and F.  No problem.

dievca arrived yesterday did her session with the Physical Therapist then had to stop at the front desk because there was a problem with her credit card for the co-pay.   Throughout the 1.25 hours no one mentioned that they were canceling her scheduled Friday appointments.  She had a Voicemail to that effect that she received in the taxi after the session.  So, she called back in to determine what the problem was:

  • The Physical Therapist is no longer coming in on Fridays
  • The Thursday timeframe where dievca was normally scheduled is blocked out
  • The only open time is on Weds Noon which dievca cannot make
  • The scheduler made it seem like it was dievca’s fault she had to be put on a “waitlist”

dievca may be wrong but she feels:

  • These are things that should have been dealt with Face-to- Face. dievca was there at the office.
  • The larger schedule change (losing Fridays) should have started in October, not the middle of the current month.
  • If that couldn’t happen all appointments should have been rescheduled immediately when the changes occurred – not as a last minute reaction.
  • The customer (dievca) should not be made to feel that it was her fault that the schedule changed and then be told “well, you just have to go on the waitlist”.

Yes, dievca understands that schedules change. Yes, dievca understands that she is just another “number” and they obviously have enough “numbers’ to be flippant.

An “I’m Sorry” or an acknowledgement of poor scheduling would go a long way to making the irritation more palatable. If you expect your clients to show up and be on time, you have to be consistent in return.

dievca suspects this will bite them in the a** at some point because she cannot be the only person who is irritated and she is sure that this has happened a number of times.

You know – customer service is really important.

An aside: other places with terrible customer service Adidas, the RealReal and 1stDibs.  Places with GREAT CUSTOMER SERVICE – PayPal, Discover, Garnet Hill, MyTheresa


People can be stupid.

Nobody calls when its quiet. Everyone calls when you are in the middle of Life. It doesn’t take 11 e-mails to get one item completed.  Why can’t newcasters tie their own shoes without a teleprompter?  Add that you are missing sleep and trying to function in a Public World. dievca is a crab who is trying to be very nice at this moment – when she really just wants to snap everyone’s head off with her claws…

Sorry about the whigning – dievca really needs sleep.


Argh! Soy Sauce spill on Keyboard, a dievca disaster

Andrew Blackwell Manhattan Soy Sauce Spill Tumbler 2010

It’s something that is not quite as easy to clean as the spill in the photo….

Maybe this is a sign that dievca needs to shift over to her new computer, bought in August?
she’s been dragging her substantial a** on it.
Um, the rubbing alcohol she poured on the wireless keyboard made the screen turn upside down…..and that irritation might just give her the impetus to switch.

Yeah~we all know what her weekend will entail.

So what’s the grossest thing you’ve spilled on your computer keyboard?

 


Earworm from Monday….

dievca is sorry…..mmmmmm….

….if that song from Monday has been stuck in your head all week. (here’s why)
It’s been stuck in her head, too.

It’s an “EarWorm”.

An earworm, sometimes known as a brainworm, sticky music, or stuck song syndrome, is a catchy piece of music that continually repeats through a person’s mind after it is no longer playing. Phrases used to describe an earworm include “musical imagery repetition”, “involuntary musical imagery”, and “stuck song syndrome” (wiki)

Which brought up this song:

Which may be an Earworm in of itself.

 

Why do we run into EarWorms?

TED Talks:  Earworms: Those songs that get stuck in your head – Elizabeth Hellmuth Margulis (4 min 45 sec)

PSYCHOLOGY TODAY: Tunes Stuck In Your Head: You May Have An Earworm – The Science behind Haunting Melodies

What are your Earworms?

Umm, it could be a subtle form of S & M.