How I wasted 140 minutes: the case for customer service systems

This is a story about wasted time. You know … those minutes you’ll never get back. And it’s wasted because nothing useful happens during those minutes, which quickly turn into hours. You probably didn’t even relax because you were so stressed you were wasting time.

Here’s my tale of woe

It began the moment I wanted to scan multiple pages with my new scanner. Easy right? That’s what I though too. It turned out, it wasn’t as straightforward as I would have expected. Don’t get me wrong, I love my new scanner, it’s just this little issue that I needed to figure out. How hard could it be? I was about to find out. [Read more…]

3 reasons why the customer is always right

About a thousand years ago, I worked in the linen department of a national retail department store. This was a part-time gig that paid for my education, my apartment and basically kept me afloat financially. As you can imagine, I was a very loyal employee.

So when the manager came up to me one day and asked if I could spend a couple of hours in Customer Service, I eagerly said yes.

Before I made my way over to the Customer Service counter, he said these wise words to me, “The only thing you need to know is the customer is always right.” Really? Was the customer always right or was this something we just say to make them feel empowered? I was about to find out. [Read more…]