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« The little drama queenGuess what turned out to be a National duty! »

Poisoning the well

  • By: Qwaider

  • On:Monday, May 21, 2007 7:14:22 AM
  • In:Thoughts
  • Viewed: (4599) times

    • Currently 4.6/5 Stars.
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    Rated 4.6/5 stars (180 votes cast)

    Almost everyday whenever I am forced to deal with people in customer service. I discover that the majority has a single track mind. If you mention specific "keywords" they will point a specific product to you. You start explaining and they don't get it (while it's right under their nose as a different product)

    What I noticed is that once a specific idea passes through their head, they stick to it, and refuse to understand that a customer might use the carpet for example to cover something on the wall.  The sad part, they keep insisting that it doesn't work as if they've tried everything possible in the universe and discovered that this specific configuration doesn't work

    I'm one of those people who browse through shops looking at products not to use them, but to see opportunity. To see if I can integrate them into something larger than they've originally been designed to do. I know those CD's were designed to hold data and audio, but wouldn't they make awesome flying saucers!? What if I decided to use them for a different purpose!?

    If it wasn't for people continued innovation and pushing the envelope, we wouldn't have all these amazing advancements we're seeing everyday. Our lives wouldn't be as easy as it is today.

    From time to time, I descend from my ivory tower and actually listen to see how customers use some products and see how can we make these things better. For some reason, my mind keeps a mental note of the different ways the customers use the products. And seriously, it's mind boggling at times. Any possible way that you think could be used, they would use it. Regardless if it's valid or invalid, they'll try it, and if it works they'll continue to use it. Documenting it or not is beside the point!

    I just wish that I would find people in the customer service industry that are willing and competent enough to really understand and provide smart relevant answers. They should also be adaptive the the type of question, so in case they didn't get it the first time, they're able to rethink it, and provide a more relevant answer

    One might ask, maybe you have a communication problem with these people and you actually should be clearer in the way you deliver the message. That would be true in two case. If the product actually existed in abundance. Or If I haven't researched such product already online.

    For some reason, I'm always the one with hard questions. I'm the one that has the sales representatives scratch their head for a few moments before offering something that's completely unrelated, or simply giving up!

    Funny thing, on couple of occasions. I asked like 5 reps at a store about a product. And they looked at me as if I was talking gibberish. Then a little young kid from the automotive department, answered me, got me the product and was able to really think outside of the box.

    Someone once told me when dealing with phone customer-service, "If you don't like the answer, hang up and call again"

    Other Memories Documented on May 21
    « The little drama queenGuess what turned out to be a National duty! »

    Memories....

    Q, first of all, woooooooooooooooow, it has been three months ever since you quit smoking :D.. I admire your strong will ;))

    From the limited knowledge I gained about you through reading your ideas and thoughts posted in your articles, I believe you would be a successful person to work in customer service.. You are highly creative, and also feed that with gaining more knowledge about products that interest you.
    • #2
    • heheheheheh
    • Windows Internet Explorer
    • Said
    • On: 5/21/2007 9:58:20 AM
    Q??
    Customer service??
    No way!!
    heheheheheh
    The key answer is knowing your product,s.
    my father used to advise:

    اذا ما عندك ورق محارم، قول ورق قزاز بينفع؟
    liesh my father? WE say: كله عند العرب صابون :)
    You too can have your Memories Documented

    Country:

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