Oooooooh how I love me some excellent customer service! Seriously, in a consumer driven society shouldn't we be getting this all the freakin' time anyways? (the answer is Yes). Being a Customer Service Manager myself, I understand and appreciate the role the customer plays - without them, I wouldn't be sitting here right now typing away on my work's computer ;) Shhhh...

But the sad truth is that there are some real big idiots representing companies out there, and most of them flat out suck. But why? I mean, our whole job is to help out the CUSTOMER! That's our #1 goal, to make sure they're happy - or at least resolve whatever it is they have an issue with. It's really not that hard. But I digress.

Today's post is more about those sexy reps who know their ish, and know how to treat their lifeline. Unlike those flying mythical unicorns, GOOD customer service agents are in fact out there :) And I've been lucky enough to come across a few lately! Sometimes you might only be able to find them by speaking up, but they do exist.

Here are two recent stories that restore my faith in people, all relating to finance of course:

1. Amazon.com - Always a pleasure to work with, whether directly w/ them, or with a private seller using their store solutions. I recently ordered the book "Your Money or Your Life" through Portland Books, and let me tell you something, these people don't mess around! I unfortunately got an older version of the book, probably due to my own fault, and within hours of emailing them they offered to give me 100% of my money back! I responded that i actually don't need that, I just wanted mail it back for the newer one, and they said " Oh, well i already returned it - so just keep the book anyways :)". DAMN Gina! A+++ service.
2. ProductsWithPersonality.com - I have two love stories with them. The first was when a pair of cuff links I ordered arrived w/ tiny dents in them. Not the biggest of issues, but since i was giving them away as presents, it's kinda tacky. I emailed over and an associate named Heather apologized quickly and sent out another pair to replace them, again stating I could keep the others! (if anyone would like them, just holler and they're yours - they're currently sitting on my desk collecting dust). The 2nd part was that I had to place a second order for only 1 pair of cufflinks as I had left someone out the first go around - totally my own fault. But the shipping was the same $7 bucks whether i ordered 1 or 10. So, being the frugal one I am, I shot over another email on the off chance they'd hook me up with a discount. And they did! They actually just wiped the entire charge off, so I ended up paying $0 for shipping :) That's what I call "above and beyond".

Great customer service IS out there, but you'll have to do your part sometimes too. It's all about relaying over your problems in a way that allows the rep to actually HELP you. Take it from me, if you call in and immediately start bitching the second I pick up, the last thing I'm gonna want to do is help you (remember, you called ME for help in this case). I'll still help you cuz it's my job, but you better calm down a bit ;)

It's also good to offer ways in which agents can address your complaints. If you tell them their products are crappy and you'd like them to "do something about it", don't expect great results. Instead, let them know what you'd like to see happen and be calm about it. If it doesn't work, you can always do the popular thing and simply ask for a manager. And who knows, maybe you'll get lucky and I'll be the one who picks up! Awwww yeahhhhh.

Labels: customer service, speaking up

Seriously, sometimes you have to just step up to the plate and ask for what you want. It might not be easy, but the only person looking out for #1, is you.

Want that raise you've been working hard for? Want that date with the chick you've been stalking eyeing lately? Ask for it! No one else will for you.

Personally, i had been waiting for some missing 401k deposits to hit my account. My patience was growing ten-fold, but my sanity wasn't going to last any longer. It really isn't easy for me to have money floating out there in "la la land", and i wanted it to finally come home where it belongs.

I wish i could explain all the twists and turns over the past year regarding it, but it's way too complicated this early in the morning. Plus, i really don't want to bore you to death ;) Let's just say it had been going on for way too long, and something needed to finally be done about it.

That's what today's post is about - asking your way to the solution.

When things go wrong, it's easy to point fingers. But flashing them everywhere seldom gets you answers, so let the other's flash! If the issue affects you, then what you need to do is find a way to get what you want. This usually takes a lot of questioning.

So, when i first realized these 401k deposits went missing, I started throwing questions (not fingers). I talked with a few co-workers first, then the 401k firm, and then HR. All of whom answered my questions, but didn't resolve the issue at hand - plopping my money into my account.

A few months went by (i just thought they'd "magically" appear after a while), but still nothing. At this point i realized that either:

a) I'm out my money, or
b) I have to bring it to the master of the domain - my CEO.

I ran with b), which isn't an easy thing mind you. We get handsomely rewarded here, like WAYYY more than others in our industry, and i'd continue to work here regardless of getting that money back (aka I love it here). So when you're basically telling the head honcho that he "owes you money", you gotta be careful, especially if you're lower management. But i HAD to ask - we're talking about $4,000 here.

And asked I did. I set up a quick meeting, explained the situaton in detail, and showed him the respective statements. And can you guess what happened? He gave me the money!!!

Well, not yet actually, but very very soon. The point is, i got what i asked for cuz i ASKED for it. Sure it was already owed to me, and was legally enforcable anyways, but had i not asked I'd still be stewing here in my seat wondering where the hell it's been all my life. and that's no fun for anyone.

Truth be told, my CEO hadn't even realized they were missing, so it was a problem that could have been resolved months ago! Lesson learned. I'll throw that little nugget in my pocket for later ;)

Labels: 401k, advice, career, retirement, speaking up