I kinda behaved badly yesterday when I spoke with the customer service rep. Nothing outrageous or over-the-top, but I was impatient and determined to make my point. Which was: I’m tired of jumping through hoops just to satisfy the limitations of a computer.
She acknowledged my concerns, but was steadfast in her request. She asked me to call back with additional details. I said I would.
Great, another chance to navigate the telephone answering system. I gathered the data but decided to wait because who needs two CSR sessions in one day?
This morning, I picked up the phone to make the call. Well, first I peed, because who knows how long I’d be on hold? Then I cleared my desk, and arranged all my paperwork. Then the cat came begging for lovies, so I did that. Hubby wandered into the room, with the latest weather update. We bantered a bit about the coming week and the election outcome – or lack of election outcome – and what we’d make for tonight’s dinner. I got myself a glass of water. Then I decided to brush my teeth to really deal with the coffee breath.
On my way back to my desk, I stopped at the living room window to check the state of the suet in the bird feeder. While I stared out over the backyard, I mused about the phone call, and the long wait to get through to a human. Navigating the answering system used to be an endurance test. Now it’s even longer with the additional COVID-19 information.
I reflected on yesterday’s session with the CSR and how I needed to make my point. Surely she has heard these complaints before. I wondered how her world has changed with C-19. Was she working from home? Probably. Was she in one of Ontario’s hotspots? Could be. Her job as a CSR is challenging enough. She didn’t need to catch grief from an impatient client like me.
I thought, I should acknowledge what happened, and if not apologize, then at least thank her for listening to my frustrations. But I know that chances of getting the same CSR are slim. And if I did, wouldn’t it be awkward? Probably.
Then it dawned on me: a way to solve two problems at once! I could use the old-fashioned way of submitting the information! I’ll write a letter to the company with the missing data.
And then I’ll write a blog post to my CSR lady.
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