it's interesting the new things i'm seeing around me after going to a workshop luncheon with a topic of "ritz carlton service." you've heard me gripe (ok, whine) about bad service before in this blog. i had another bad experience today, this time with at&t wireless. in general, i like having my cell service with them...just so long as i don't have to do anything with their customer service people. the hold time is obscene. (today's - 45 minutes to speak to a live person...who put me on hold again for another 15 minutes while *she* was on hold with someone else.)
i mean, really. for what they're spending in 800-number fees (granted, they *are* the phone company), you'd think they could hire people to take care of the customers that they have calling. then no one would have to hold and everyone would be happy. you'd also think that they'd give their own employees more direct access to customer service and tech support. but, no. one of the employees in the at&t wireless store was on hold too...and he said it would probably be more than an hour before he talked to anyone. that's just ridiculous. at least with cingular i could get a hold of a live person, even if he/she *was* a nincompoop 99% of the time.
you'd also think that the employees in the store would be able to do more than just use the cash register. but, no. they do absolutely no troubleshooting, tech support, or anything. granted, my issue seems like it's something much larger, but still.
**fyi, if you can't reach me, try my old cell phone number for the next few days. my scheduled transfer to a new phone number - which worked for a week, mind you - was cancelled without warning, so now i'm back to my old number. it's all due to some kind of error, i'm told. fix the darn thing, i say.**
anyway, mom, sis and i were quite inspired by the speaker. now that we have a full staff here, we can start focusing on the customer service issues that we're having in the company. we can pick up the neat little things that we did but had to drop due to lack of personnel. we may be small, but we can be mighty and do exceptional things! i must admit that it's very exciting to be a part of a company that's at the cusp of a huge growth. there's really no limit right now to what we can do - we're finding a real direction and starting to move in that direction full force. it's great to be at a place where nearly everyone is passionate about their jobs, the company, and the people we help find homes. :) i really love this new job.
now if only i didn't have to find myself still here at the office on valentine's day...but after last week, (1099s? i have to send....i had to send them out WHEN?!?) i kind of needed a few quiet moments to get the darn things out.
hope your day was full of wonderful, happy moments!
Posted by kendra at February 14, 2004 10:01 PM