Service with a Smile

I know that I have blogged about customer service, or really the lack thereof, before. But this week has been the week. One of these stories is actually from last week, but it's so good, I had to clump it in with this week. I really do not know why we, as consumers, continue to tolerate the mess that has become business. Maybe because we all have sadomasochistic tendencies? We should leave that for the bedroom, but whatever floats your boat. Here're my stories. Maybe we can take a grain of something away. Maybe that grain will be wisdom. Or maybe not.

My first story is about a place that is not too far from here, but far enough in the grand scheme of real life. It's a retirement "village" that actually covers three counties. I had to go take hubby his work cell phone. Two of my three kids were hacking up lungs and I had a headache. My history with headaches is long and unpleasant, but this one was manageable. It was also a day that McDs was offering free breakfast to all kids under 15 who come in with a parent. We missed it by 5 minutes. That should have further set the tone. To make a long story short (too late) I ended up trying to do something nice for my kids. After hubby got his phone, I took them into the McDs where we met and had breakfast.

There was a boil water alert in the area. That should have been clue 3, but with my headache and hacking kids I missed that one, too. After finding out that they could not serve anything that they had to use water to make, I asked for apple juice boxes. They were out. Duh, they couldn't serve anything else for drinks. Fine, how about orange juice. The lady behind the register jabs her finger at the hand printed sign taped to the front of her register and says, very rudely, "Did you not see the sign?" There, on the sign, were all of the things that they make with water, including orange juice. You know, at this point, my head had started to throb a little harder, I was ready to go home, and I was just trying to do something nice for kids. I didn't need a lecture from her or anyone else. I know she had probably told a thousand people that morning, but she hadn't told me. So, with my patience extremely thin, I replied, very rudely, "Apparently not, or I wouldn't have asked for orange juice. Are you really going there with me? And the grammar on that sign is atrocious." Not nice, not good, but the grammar was atrocious. It was like my six year old had written it. Only she's smarter. The woman looked a little offended. I didn't really care, but watched extra carefully as they prepared our food. I like the fact that I can see them as my sausage patty meets the English muffin.

My other story for today is with DirecTV. We got the bill in the other day, and surprisingly, not really, it was wrong. Again. Great googily moogily. We were supposed to have free movies until April, but we got charged for them. I knew it was too good to be true. I picked up the phone and got to speak to Jessica. Her name is so much better with the sound effects, but I don't have that on my blog. She drove me nuts. She would interrupt me when I was speaking, she was rude, she lied to me, and she refused to try to help me get it straightened out or comp us our last free month. All I wanted was what we were promised. I wasn't trying to weasel out of a bill or get free stuff. I wanted what was agreed upon by both parties. She wasn't in a charitable mood apparently. After almost ten minutes of her annoying behavior, I finally said, quite loudly so she couldn't speak over me, "Jessica, you and I cannot speak at the same time. Since you are on the customer service end of the phone and I am on the customer end of the phone, you need to SHUT UP!"

Hubby was cracking up. Jessica wasn't so happy about it, but she did close her mouth long enough for me to complete a sentence. I'm sorry you were having a bad day, Jessica, but do not take it out on the customers. She still refused to help me, so she transferred me to the department that would cancel my movie channels. There, a bright spot, was Quinla. I'm not sure that's spelled right. She was so very pleasant, did exactly what was supposed to be done, and even laughed over the phone and apologized for Jessica's horrible behavior. I could hear the smile in her voice.

Not my finest shining moments, I know. Here's that patience thing that has been a work in progress. Still a work in progress, and will probably always be a work in progress. Baby steps to start, then I'll progress to toddler steps. I'm just trying to adjust to the new style of customer service. Wait 'til you hear about my AT&T experience.