Customer Service

All posts tagged Customer Service

FU

Published July 26, 2019 by helentastic67

F.U.

I know, apart from the title of this blog being the acronym for my favourite swear words or word in this instance, it’s actually for ‘something else’.

I don’t understand this concept where I have to revisit ‘something’ issue/services, something over and over again and it’s still not getting done correctly. It is inefficiency at its absolute best.

You know, that old idea that if you work in an office and every time you deal with a certain issue or case (for example) you put a dot (.) in the top corner of the page. After a determined period of time (a month, a week?) if there are so many dots, you can’t see anything else on the page, then whatever method you are implementing is clearly not working and you should try something else.

Well, I have a new method or suggestion. How about PEOPLE DO THEIR FUCKING JOB! (C’mon, we all knew it would be in here somewhere, right)

For example

Arriving home today, just before 5pm, I respond to texts from my Plan Manager. (The intermediary that receives, approves and pays for all of my carers and services for my NDIS plan) They have received invoices from (for example) 2/1/19 – 2/1/19. Isn’t that the exact same date? Why yes, it is! For 100’s-1000’s of $$$$ and I need to tell them if they should approve payment. But how do I tell them if they should approve payment? How do I know if they are billing correctly if I don’t get and actual invoice?

SOLUTION: Call service provider for invoices. I get one of my ‘least favourite people’ (not my favourite) and because it’s so late in the day. The staff in billing have probably gone home. Prompting me to ask “Does no one work until 5pm anymore?”

Many places still have the 5pm ‘knock 0ff’ time or COB (Close Of Business) I imagine it’s a problem because I bet they still expect to be paid until 5pm.

I wish my day ended at 5pm. That’s generally when all my ‘housekeeping’ begins. Bring my washing in off the racks on the balcony. If not dry: rehang inside. (NO, I STILL DON’T HAVE A FUCKING DRYER), make dinner, filing, yes I do filing. East dinner, clean up, pack the dishwasher and some TV to keep up to date with who, what, where and when. Then emails, but I digress.

So, the woman on the phone gave me a number to call the following day. Was it so hard to get them to just post out my invoices? What? So, I have to ring again? And lastly, FU. In admin terms it’s Follow-up or to follow up.

I always seen to do a lot of this because people don’t know how to provide a service. Don’t get me started, I suspect to cover that another day.

 

White Goods

Published November 26, 2018 by helentastic67

White Goods 1

White Goods

Now, I am completely aware that this post may come across as first world problems, but I want you to hear me out.

First World Problem 1

A month ago, (remember that, it’s vital to this story) I bought a brand-new front loader washing machine. All by myself. Even at my age, I will tell you, you don’t do it very often (that is to say ‘buy-a new White good).

White Goods

My last white goods purchase I shared the expense with a boyfriend and when he left, I told him I had to buy him out (of his share) and he told me, I could just keep it. He also left me his fridge, telling you not only do the end of relationships come down to ‘who gets the white goods’ but also how guilty he must have felt. Yes, he should feel very guilty (Another day) and so you don’t think I’m super wealthy, I didn’t have a sudden influx of excess cash, I actually had to replace my top loader washing machine, because it was a bit rubbish (having been donated to me about three years ago, by a not for profit) that was leaking, but also because living in an apartment now, means less indoor space for putting up drying racks, no clothes line (but again racks on the balcony) but lastly, I will now need to use a dryer at some point and it will need to sit ON TOP OF THE FRONT LOADER WASHING MACHINE.

Relationship breakup

I will definitely be struggling to breathe for the next few months, while I survive on 2-minute noddles and food from my freezer.

Freezer

As per usual, I digress.

Anyway, it took a few weeks to notice, however the machine has had a leak under the front. I had a little touchy-feely of the tap at the wall, a little damp. So, I call the retailer, who from new onwards will be called ‘Retailer’. The woman who answers, suggests I call the company that made it (let’s call them WASHER). While on hold and going through the oral system so the person who answers knows which washer I’m calling about. I get an ‘outgoing’ message informing me the washer is at the responsibility of the Retailer since 2014.

Slight leak

A person answers reiterating the above point, but using the term that the Retailer “OWNS” the machine (WASHER). Are you getting that I’ve so far paid a great deal of money to rent a brand-new washing machine, that no one wants to own responsibility for a leak, even another number for the Retailer. So I rang again, this time a lovely gentleman told me he would refer me to a local repairer (yes, furthermore known as a ….. no wait….. Fixer) Got this? Retailer/Washer/Fixer.

Fixer

I was asked if I had paid for a Premium Install? A what? Oh yeah, there was once a time (I’m in that sweet spot where I’m old enough to recall an era of Customer Service and young enough to care to tell people when they are not doing a good job in a polite but constructive way)

Customer Service

I was informed, I would hear from the ‘fixer’ within 24 – 48-hour deadline to update me. And if the ‘fixer’ needed to get parts they would order those before contacting me.

Waiting for call

I was contacted by the ‘Retailer’ within the 48-hour deadline to update me. Remember those days when you pay for delivery and would just hook it all up because they were nice and you weren’t lugged with a price tag on ‘nice?

Call me crazy, but it’s been a week and I’m very concerned if ‘parts’ need replacing after only a month, why can’t they take the brand new (a month old) front loader away and give me another?

Product exchange

You know that’s rhetorical, so don’t answer that.

Off the Grid

Published February 12, 2018 by helentastic67

Off the Grid

Off the Grid

Today is Saturday and it’s a day I let myself go ‘off grid’. It’s a way to survive, I’ve broken so many of my own rules today.

  1. I turned on my mobile phone.
  2. I put on a bra (not really).
  3. I left the house.

I walked ten minutes to the tram and caught the tram to the city. (it takes thirty minutes) Had about four conversations by the time I got to the city. WENT TO MY FIRST EVER RALLY.

Taxi rally

It was a Taxi rally, or a rally for Taxi drivers to be paid appropriately for their Taxi licences. Oh Yeah!

  1. I checked emails.

Emails feel like work, without the luxury of sitting at a desk in an office.

These days, I maintain two emails. One for personal “stuff” and the second for blogs. (The ones I follow and the one’s that follow me.)

Emails need to start only taking four hours or less a day. This is why even when I’m on a tram between appointments, I’ll cull emails.

Multitasking, Multitasking, Multitasking.

Multitasking

I should mention the Pedometer on my phone normally tells me I collected twenty-six steps, which must have been from midnight and 2am when I take my phone to bed to charge.

Today, 2,810 steps and I don’t carry my phone on my person, so all the steps I did doing laundry, chores and baking after getting home.

Pedometer

Think I’m going off-grid tomorrow instead. Going to be sore tomorrow. Yeah you are….

Nearly thirteen years ago, I was doing a job that apparently required a certificate IV in work place training and assessment. While I had been and admin assistant, I did the work of a TPO (Training Placement Officer).

Admin assistant

I had twice attempted the course while I was in the role, but while I passed the practical I hadn’t had time to do the written.

After three years in the role, I was seriously shafted. Bullied by other staff who were incompetent and just didn’t want to do their job. Turns out putting your head down and getting on with the actual ‘work’ didn’t prove enough that you weren’t the problem.

Office work

In HR terms, I was the easier person to get rid of and worst of all, I was dumped out into the market place at a time no one in the industry was employing, because contracts were up for renewal. I managed to score a job with a TAFE with their work for the Dole area and they had me ‘Culling files’. The staff running around the office like chooks with their heads cut off and I could tell they were struggling however, they didn’t trust my knowledge of the contract. (How their business operated) so they wouldn’t give me any responsibility. They kept me as a casual until they knew what ongoing contracts they had.

I had to interview for a position back in the region I had spent three years working for the first orgainisation and I could manage the clientele very well.

Client management

The clients were all ages and the bulk of my workload was the “You don’t understand! I’ve been a student for the last fifteen years, I need to take a year off.”

Yeah! Damn eighteen-year old’s who think High School was going to be enough to set them straight. Never fear, I had a few clients that were the complete opposite, remembered not by name, but by the black Doc Martin boots she wore with purple laces.

Doc Martens

She had, had a job getting up at 4amworking with horses. She would do a job again with that kind of start time. That job gave me a half a day of conflict resolution training by someone who trained people at Quantico in the States.

There were some clients in that region when they left the office, we would sigh with relief, clean up the destruction they left in their wake and mutter to each other “That one! Clocktower with a rifle! Next week!”

Bad clients

Slight exaggeration, but still. The sentiment was not far off.

I made a little fib about ‘having’ my Cert IV for that job! They put me in an office without net, that was not fully set up. No networked computers. I had dial-up internet and I was on ‘graphics-heavy software’ and I was often the ‘Helpdesk’ over the phone to untrained staff at another office.

To make my point, everything was slow. My printer was also a fax machine and my phone.

For safety purposes, I should not have ever opened the door for anyone. I did for clients and I had to hope for the best obviously. More experienced staff who never came to my office rang for contacts I had maintained from my previous work.

Safety reasons

Once they had my knowledge and expertise, they got rid of me. Sorry, that was so long and painful, however trust me, that was the short version.

Termination

Next, stay tuned for a lesson on how to correctly wash dishes… No really.

how to do dishes

I Know

Published October 20, 2017 by helentastic67

I know

I know

I know, I know, I fucking know! I have said those words so many times to my mother alone, that I’m getting a sign made. On one side, it’s to say “I know” and the other “I fucking know!”

I fucking know

I have even started holding up my hand as if I’m holding a sign until I get one because I’m sick to death of saying it!

Sign

I’m sick of hearing about how services should be delivered, how people should return my calls and sort out my requests. I know now all of these things and more should be happening.

Service

The point is they are NOT!

Yet!

Weekend

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