One day at work, the phone rang, as it has a habit of doing quite often. I picked up the receiver, thanked them for calling as I always do, and asked how I could help them. The person that answered spoke so quickly that I didn’t catch their name or where they were calling from. I politely asked them to repeat themselves. After a loud sigh, she repeated, “This is Erin from Site Dudes.”
Friday, September 23, 2011
Monday, September 19, 2011
UPS - A Battle of Epic Proportions – The Conclusion
Monday August 29, 2011
Sharla called in the morning to inform me that she spoke with the financial department and she was informed that a cheque had already been sent out. She requested that I check with Penny to verify if it had been cashed yet. I informed her that Penny was currently in with a patient and that I could check when she was done.
UPS - A Battle of Epic Proportions – Week Nine
Thursday August 25, 2011 (over 2 months since I initially requested a refund)
Due to a death in my family, I was away from work Mon-Wed of this week. I came back to the following email, which was sent the morning of Monday August 22nd:
Dear Jessica,
Thank you for your question.
Our records indicate that your inquiry was forwarded to our Finance and Accounting Department for resolution on 08/19/11. Our system shows that they are currently reviewing the request. You can expect a call by the end of the business day on 08/22/11.
We hope this information is helpful.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you for your question.
Our records indicate that your inquiry was forwarded to our Finance and Accounting Department for resolution on 08/19/11. Our system shows that they are currently reviewing the request. You can expect a call by the end of the business day on 08/22/11.
We hope this information is helpful.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Eight
Monday August 8, 2011
Returning from two weeks of vacation, I found this email from Norah waiting for me (dated July 25):
Dear Jessica,
Thank you for your follow up inquiry.
All documentation has been printed and the proper signatures have been obtained. The refund request may take approximately 1-2 weeks for finalization.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you for your follow up inquiry.
All documentation has been printed and the proper signatures have been obtained. The refund request may take approximately 1-2 weeks for finalization.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Five
Monday July 18, 2011
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
UPS - A Battle of Epic Proportions – Week Four
Monday July 11, 2011
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
UPS - A Battle of Epic Proportions – Week Two and Three
Thus began the following weeks of waiting for replies and updates.
Wednesday June 29, 2011
I received the following email from Melissa:
Dear Jessica,
Thank you for your patience.
Unfortunately, I am still waiting for the billing information regarding your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/05/11.
I sincerely apologize for the delay in resolving this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I received the following email from Melissa:
Dear Jessica,
Thank you for your patience.
Unfortunately, I am still waiting for the billing information regarding your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/05/11.
I sincerely apologize for the delay in resolving this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Tuesday July 5, 2011
By the end of the business day, I had heard nothing from Melissa, so I sent an email inquiring about an update.
Wednesday July 6, 2011
I came into the office to find the following email from Melissa:
Dear Jessica,
Thank you for your patience with this issue.
Unfortunately, the billing information has not been key entered in our system. I will continue to monitor the system and send you an update by 5:00 PM on 07/11/11.
I sincerely apologize for the delay in finalizing this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
By the end of the business day, I had heard nothing from Melissa, so I sent an email inquiring about an update.
Wednesday July 6, 2011
I came into the office to find the following email from Melissa:
Dear Jessica,
Thank you for your patience with this issue.
Unfortunately, the billing information has not been key entered in our system. I will continue to monitor the system and send you an update by 5:00 PM on 07/11/11.
I sincerely apologize for the delay in finalizing this issue.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
UPS - A Battle of Epic Proportions – Week One
Monday June 20, 2011
When I came in Monday morning, Penny informed me that she called the person receiving the package and was told that they hadn’t received it yet. It was the day after Father’s day, so the package did not arrive on time. I called UPS and spoke to another woman whose name I did not understand, though I asked her to repeat it a few times. I explained the above situation to her, and that the package was supposed to arrive no later than Friday June 17th. She asked for the tracking number, which I gave her, and after a few moments, she told me that the package wasn’t even scheduled to arrive until Wednesday June 22nd. I was shocked, and asked her why this was the case. She, very abruptly, told me that I had used Standard, which could take up to a week to arrive. I reiterated that I had been told the package would arrive no later than Friday June 17th, and that I had told the lady that had handled the shipping that it had to be there before Father’s Day. The agent apologized for the “inconvenience”, but repeated that Standard shipping can take up to a week to arrive, and therefore the package was not technically late.
When I came in Monday morning, Penny informed me that she called the person receiving the package and was told that they hadn’t received it yet. It was the day after Father’s day, so the package did not arrive on time. I called UPS and spoke to another woman whose name I did not understand, though I asked her to repeat it a few times. I explained the above situation to her, and that the package was supposed to arrive no later than Friday June 17th. She asked for the tracking number, which I gave her, and after a few moments, she told me that the package wasn’t even scheduled to arrive until Wednesday June 22nd. I was shocked, and asked her why this was the case. She, very abruptly, told me that I had used Standard, which could take up to a week to arrive. I reiterated that I had been told the package would arrive no later than Friday June 17th, and that I had told the lady that had handled the shipping that it had to be there before Father’s Day. The agent apologized for the “inconvenience”, but repeated that Standard shipping can take up to a week to arrive, and therefore the package was not technically late.
UPS – A Battle of Epic Proportions – The Back Story
I work at a Naturopathic Clinic downtown in the Sault. In this clinic, I am receptionist/assistant/hand-holder to three ladies: Terri (ND), Penny (RMT), and Heather (Physiotherapist).
Common Cons of Customer Service – Rudeness
One of the most irritating things to me when dealing with any customer service is the agent’s apparent lack of courtesy. Being nice to a customer is not a difficult task to achieve, and while this simple thing can make most experiences a whole lot better, many representatives tend to shut off their nice switch and answer difficult situations with tones and attitudes that create bad experiences.
What’s the best way to deal with rude customer service representatives?
Tuesday, September 13, 2011
It has happened to us all, at one point or another.
I have worked in the customer service industry for 10 years, in different environments and for different companies, yet one thing has always been the same: bad customer service. In today’s world, it’s inescapable. The customer is no longer right, but instead some uninformed entity with money and no knowledge of what’s proper and what’s not. Roles have been flipped. Where companies used to be the ones to bend over backwards for the customer and guarantee their satisfaction in any way possible, it is now the customer that is expected to put up with whatever the company has to deal out.
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