yesterday, i mentioned an e-mail from belinda but didn't go into it. i had some questions about the e-mail and had written belinda back but hadn't heard from her.
she wrote back. this is what she's comfortable with me sharing. she's in 1 of the top 5 ranked, population, cities. companies bring her in to do customer service training. she trains a vareity of people and she was thinking about mike's interview with ryan and how ryan was treated by 'screech.'
she sent me some of her training material today.
belinda kept getting stuck on the comment 'screech' posted in reply to maria's comment. about how the tone was not her kind but the people were coming from a bob dylan site. and what belinda thought about was that 'screech' was acknowledging 1 problem to maria, and only 1, but in her e-mail to ryan, who was the 1 whose feelings got hurt by those people, she can't even mention that.
belinda stressed this point yesterday and today: when your company makes a mistake, you correct it quickly, immediately and express regret over the mistake. she notes that screech didn't do that.
she also notes screech broke the basic rule of customer service:
1) be fair (first come, first serve)
2) prioritize - customers are always your 1st priority
3) give full attention to your current customer
belinda sees that when 'screech' finally wrote ryan, she had already broken the 1st 2 rules by waiting so long to contact him. but what's worse, and belinda thinks this is 1 of the reason's ryan's wife is so upset, she threw #3 out the window.
'give full attention to your current customer'.
she's writing ryan but she's not even acknowledging the problem - how ryan's been hurt. instead, she comes off 'surly and nasty' and some 1 who 'needs to seriously upgrade her people skills.'
belinda: did she ryan as a 'difficult customer'? if so, she didn't follow the basic guidelines there either. she failed miserably and it's rare that you can fail so badly in an attempt to reach out, but she did. if she does have any people skills at all, i'm in doubt, then she wasn't attempting to apologize. she just wanted the last word. that trumped ryan's feelings and the reason she is supposedly writing in the first place. this was an interaction nightmare. she needs to seek out some 1. an analysist, a professional in customer service, some clergy member. but she needs to seek out some 1 and quick. this was a nightmare and it's her fault. i could use this as a test case in training and may well. could you please pass my e-mail to ryan?
i have done that and if he wants to, he will pass his e-mail from 'screech' onto belinda. i agree with her that it was a nightmare. ryan and his wife were obviously very hurt by screech's actions. if any 1 can learn from it, they should. more power to belinda.
so bully boy has no plans to leave iraq. i know that because scotty mclellan was on the tv saying that the elections didn't mean the terrorists would leave. i'll assume scotty was speaking for bully boy and dick cheney.
i'm so tired tonight (a lot of women over tonight and we grabbed stationary and worked on writing our reps to say 'no' on alito) so this will be it for tonight.
