All right. I have reached a level of mad that it's almost possible that I have come full circle to apathy. Is this possible? Well when you are dealing with UPS.... YES.
now, before I go into the topic I wish to discuss with my baby (if you have no idea what I am talking about, refer to former blogs) I would like to give a little background.
This past week I have been dealing with the incompetent fools of customer service that is linked to a huge corporation known as UPS. They like to refer to themselves as a well relied company with "what can Brown do for you?" ohhhhohhoh Brown can suck a big fat one.
Ok ok. So I get a package last Tuesday. First of all the delivery lady threw it on my porch and ran screaming "package". This is fine b/c they are busy during this time of year, except her doing that broke it. Here is a lovely porcelain bowl. One of the items off my bridal registry that I thought no one would every get me, because it was more of a wishlist item i could really have for the kitchen if 10 of you teamed up to get it for me. And *poof* here it is, broken. I jump on the phone immediately trying to figure out the process of UPS taking the package back in order to reimburse the family friend.
All I have to do is put it all back in the original package and place it on the front porch and a driver will come pick it up in the morning. Well, fine if you don't live in my neighborhood. USPS will not leave packages unless you write a letter stating it's ok and you exonerate the post office of any wrong doing when a local crack head steals it. So UPS wants me to place a way too nice even broken for the local crack head on my porch. So I do, and no one arrives. So I call Wed, they will come in the morning, no one does, so I call Thurs, they will come in the morning, no one does, I call Friday. They tell me no one is scheduled until Monday and place a second request, no one comes, I call Monday. Apparently along with a request they are supposed to submit a concern in order for a driver to come out and pick it up, i move up a tier to the supervisor. On hold for 20 minutes while she does NOTHING. After wasting my minutes (my cell is my only phone like many people) she then has to place me on hold to put in the request. I oh so kindly ask her, yes in that military slash southern raised tone, what the hell has UPS been doing for the last week with me breathing down their neck about the status of this package?! Especially for the last 20 freaking minutes. Oh can't do anything can only place in a request and have someone call me back. My exact words were "I suggest that call back better be within the hour". Oh I did get a call back with in five minutes from another supervisor just to tell me they are leaving it for the morning supervisor to take care of and it will be all done before 10am. Whelp here it is Tuesday and UPS came all right, to leave me a package I ordered (has absolutely nothing to do with the first package) in middle of my driveway. Five feet beyond that is the original flippin package. The supervisor states that the morning supervisor will explain this to me. Oh yes they know me by name now. So tomorrow, be it Wed I have a direct line to call to get this matter taken care of. 8 DAYS LATER!
Sorry about the caps, little upset. I was calm, to the apathy part of the cycle of madness speaking with several customer service and supervisors, but last night. Oh it was ugly, not necessarily ugly as no one would have want to be around me ugly, but the ugly if you were (you meaning Bryan) standing next to me probably would have been extremely turned on by my authoritative cunning action.
So onto the topic. Well, now it's just a one-sentence question I pose. Should there be an IQ level to work in Customer Service?
ohkie dookie, off to beer. Cause last night it was hot chai and red velvet cake to cool me off, now it's a kick ass band and some beer.
4 comments:
Update: I got hold of a supervisor, Sandy, and she was the nicest person and got this whole situation taken care of. So yeah!
I'd answered this, but it didn't post. Reconstructed from memory, more or less...
I don't really know how to answer this...No? Maybe? I don't know, if I was going to work in customer service, honestly, I would hope I was a little thick. I mean, I wish everybody could be rocket scientists, etc., but let's face it: We'll always need people to prepare Chik-fil-a Chicken Biscuits, and I don't need them to be able to grasp anything more complex than 'No butter.' I suppose that's cold, but it's true, and I imagine they'd be happier if they weren't able to grasp their situation in its entirety. I also support legalizing soft drugs for the same reason. If you clean toliets and anticipate doing so for the remainder of your life, I think you should be able to get high without fear of repercussions.
That being said, I love UPS for featuring Keith David as the voice on their commericals ("What can Brown do for you"). He's been mostly relegated to supporting roles in Hollywood (Pitch Black, Dead Presidents, Mr. & Mrs. Smith, many others), but he seems to have a steady stream of work. But it's his voicework that I'm the biggest fan of--besides commercials (Porsche or BMW, Navy), he was Goliath in Gargoyles and he brought a depth and range to the character that's rare in a series marketed to children. I personally think it's the greatest domestically produced animated series ever. Well, up there with Batman: TAS, at least. I love me some Gargoyles. Yessir!
Ok, I am completely with you that there are jobs that need to be done and someone who has half a brain wouldn't touch those jobs. Now I am speaking about customer service people, the ones you pick up the phone to call and ask for help. Usually people don't call until after they have gone down the commen sense, logical list. When they've completed this and still can't fix the problem; they call customerservice. Those are the ones you would like to atleast to be able to speak proper grammar, let alone be able to A:fix your problem B:get off their ass to fix the problem
Clearly, this is one of those topics when I think maybe the best response is as follows:
"Yes, dear."
To that I'll add one point. Following the bell curve, I come to the conclusion that the majority of calls to customer service do not come after "the common sense, logical list." Most of the time, the people calling are maybe on a par with the CS types, so they get along fine ("Oh, so I had to PLUG in it first!). If it turns out you have a legitimate issue, a little effort gets you past the proleteriats (I'm enojoying my Russia book) to the folks that can help you with the real problems. But there's no point in expending semi-precious manager/supervisor-type time on that first wave: the classic "My computer's cup holder is broken and now it won't go back in" calls.
It's a pain in the ass, but I'd rather have clever folks working on existing problems, not waiting to respond to ones that arise.
How 'bout it?
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