Other Side of the Counter

"Customer is always right." That's the slogan if you work(ed) at any customer service. They said this to provide the best customer service and experience to consumers. However, it is not always right. I have been on the other side of the counter for more than 18 months. I would not consider myself a veteran but I have seen, heard and experienced enough customers to understand when to give them the best customer service and when to hint to them that they are delusional. When we made a mistake, we live up to the slogan and fix our mistakes. Sometimes, they may have misheard us and agreed with our mistakes. Sure, we can correct the problem. However, the following problems are when they pissed me off. - Get angry because we screwed up a drink when they did not specify any modifications/needs in the beginning. - Get angry because they waited their ONE AND ONLY drink for too long at drive-through when there is already a line-up to start with while the lobby is empty. It's your own fault that you are so lazy to leave your car. Not everybody is getting ONE drink. Be considerate. - Get angry because we repeat the drink at the order that is different from yours even though it is the exact same drink. - When we asked, "Is that everything for you?" You said, "Yes." Then, you added more stuff afterwards. - Do not complain to us about not getting certain products late in the afternoon when you already know how popular and how often they are gone by morning. - When we said, "One moment please." Do not start ordering. - Do not "Hello" us first and repeat it many times. We "Hello" you first. If we do not, we have legitimate reasons. We are most 95% busy. The 5% is that we are closed. Best ways to receive excellent customer service: - Be courteous - Be polite - Be clear - Be understanding - Be considerate All these actions will receive excellent customer service in return. Customer service representatives are human beings, too. Most food and services like their customers leave happy. This is a win-win situation for both side of the counter. However, if you are dealing with telecommunication companies, yelling is an effective option. Especially, when the representatives are blaming difficulties on your behalf. Their slogan is more, "Company is always right."

Tech Support Option

Scenario: Telus TV, home phone and Internet come into my home through one line: the phone jack. All of a sudden, the Internet is disconnected. I checked the TV; the TV lost its signal. I called their technical support line.

They gave me this option:
If you don't want to wait on the phone as there are large number of incoming calls, you can go ONLINE to www.help.telus.net for "live online support".

In case they didn't know, my Internet is connected to everything. How the bloody hell can I go online for live support when I can't go ONLINE in the first place?! Is Telus made up of fucktards?

Finally, I was able to connect back on and TV is back to normal after their maintenance is done. I went online to the help site. Guess what? They are not Apple-friendly.

I usually don't like the term "FML = Fuck My Life". But this... *sarcastic*haha... truly is a FML moment.

Tell-Us Why You Suck

09/05/09 Friday - Dark

This has been bugging me since the announcement back in summer. Telus and Bell announced that they are charging 15 cents per incoming text message. Great! Another money sucking decision by two of the leading cellular mobile company! Why do I bring it up now? Caz someone just texted me and I am using freaking Telus!

When text messaging was introduce few years back, only senders were charged with a small fee. As the texting phenomone became a hit, you can have plans where you can have unlimited or limited incoming text so you can text back and forth. I enjoyed those time where I texted for 50 msgs in a day. Now thanks to the new levy, I'll be getting charged whenever someone texted me. There are people who are concerned about this because somehow they gave their numbers to some companies and they are getting spammed by text messages. I feel for you people.

What I am trying to say is... why the hell do you do this? Clients who already have the texting plan should be able to receive income text for free or text-to-text same mobile for free. Right now, Telus and Bell users are pretty much facing this dilemma. Text someone and wait for a reply but hope they don't text you back? What is the point of just sending out text when you don't want a repsonse by getting texted back? Sure you can say, they can call you back. But I feel kinda useless have a text program just to send but not receive. It's like having a phone to call people but the only way to receive response is to come by my house when you are free. WTF!

For those people who are getting spammed, 1) Don't giving out your numbers! 2) Telus and Bell, if they are nice enough, let them disabled the text messaging option so no out-going and incoming text is allowed like they did with the Internet option.

Why do phone companies always the one to steal our money? Canada is pretty much the worst country with phone plans and phones. I hate Telus. I want a Sidekick LX or SH905i or SH906i.