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Customer Service and Getting Passed Around

As a former customer service tech support guy (and a damn good one, only bested by a select few from my Apple days), I really hate it when the buck is being passed. Yes, I understand that certain issues are handled by certain departments. Yes, I know that sometimes reps, especially new ones, get information wrong, which results in a greater delay. Yes, I know that some reps have had a few horrible calls with horrible people and they’re thinking that I’m the next one that will give them hell. I have been in the trenches, I have had those days, I have shared my horror stories with comrades in an effort to laugh it off and get my head straight. But that understanding does not translate into forgiveness for an endless cycle of departmental ‘hot potato’—that method only serves to upset the customer, who is probably angrier with the piss-poor service than the issue which gave reason for the call in the first place.

TL;DR — it’s a sad state of affairs when a frustrated former techie is on hold long enough to figure out an issue with a system on which he’s never been trained.

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clientsfromhell:

Client: (referring to image of two guys working) "We can’t use this image because of the same-sex couple."

Me: “What makes you think they’re gay?”

Client: “That guy in front is wearing a polo shirt!”

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brianstowell:

My super saturated Saturday. Oregon is da best. How was your Saturday?

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This is basically me. Despite having a big heart and decent intentions, I fall short sometimes, especially when under stress. It’s definitely not okay, and sometimes I hurt the people I love by being an asshole. Thankfully for me (and everyone who has to deal with me) there’s a true-spoken and hilariously written website I can read about my assholery and what to do about it. 

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"I’m not going to censor myself to comfort your ignorance."

— Jon Stewart   (via neonchills)

(Source: ghostisborn, via meodaniel)

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"I can explain it for you, but I can’t understand it for you."

— (via clientsfromhell)

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"I want you to go to Google images and search for “male ice skating coach yelling at young female ice skaters crying”. Please make sure the ice skating coach doesn’t look too masculine. But not too gay either. I don’t want this to look stupid."

— (via clientsfromhell)

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clientsfromhell:

Client:  ”Legal has informed us that our bacon bits don’t have enough real bacon to comply with the FDA standards, so we can’t say the product has ‘bacon.’”

Me: “How much real bacon does the FDA require?”

Client: “2 percent. So if you could just put ‘great bacony taste’ or something, that would be perfect.”

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clientsfromhell:

Client: “Quick, what rhymes with ‘homepage’?”

Me: “Why?”

Client: “I’m making a song for the conference call, and I’m stuck.”

Me: “roam…cage?”

Client: “…”

Me: “…”

Client: “That’s what you’re going with? roamcage? And we hired you because you’re artistic?”