Tweet
...An epic tale of heart ache and woe... condensed for your viewing pleasure.
This story begins with an innocent seeming trip to the ATM on this, the most pleasant, of Sunday nights. The Beau and I were traversing home from our Sunday outing, when it occurred to us that tomorrow would be a lovely day to get the car a tune up, because the old girl has been acting terribly finicky as of late. Not knowing how much this repair would cost, Beau decided that the sum of $300 would cover any repair that might befall our lovely vehicle. Thus the turmoil begins....
What should have been an average trip to the ATM became a battle of epic proportions. Upon initiating the ritual of Monetary Retrieval, all seemed to be progressing nicely, until upon conclusion of this rite. The Money Giver sputtered and choked...not once, but twice before dying a painful and humiliating death... but no money was given and upon its vast blue screen a "Message of Error" was presented to The Beau. Informing him that the Money may not have been granted to him and to immediately contact a representative. And upon inspection of his receipt The Beau did find that the sum of $300 had indeed been removed from his account, although none could he find.
Many attempts were made to contact this elusive "Customer Support" that was so talked about on the receipt and the ATM. But they were all found to be on Holiday and the Beau was greeted with a grim "Call back during business hours". This worried The Beau, for Monday was indeed a Holiday and the bank would be closed... thus providing no funds to put towards fixing the finicky vehicle. The journey home was filled with pain and frustration.
Once home in the safety of our own walls, several more attempts at reaching this fabled "Customer Support" were made. Finally! though the channels of "lost or stolen card" was he successful at reaching a person. And THUS begins the second tale of valiant bravery and woe.
The Call Center Girl, we shall dub her, "She Who Strikes Fear into the Cold Hearts of Her Superiors" ...but Alice will do for short. Alice listened to The Beau's tale of woe and car repair with an understanding heart. But Alice has not the authority to help with crediting accounts, nor does she have clearance for anything beyond suspending an account beyond "my card was lost". However, brave courageous Alice was not disheartened by this. She single-handedly faced down three monstrous beasts known as "Supervisors" in the quest for "Customer Satisfaction".
And thus a mighty battle raged for the illustrious "Credit" for which we could use to fix the car. For nearly a whole hour did poor Alice endure and argue with her "Supervisors" in favor of The Beau. And LO! Approval descended down the line of command! And so Brave Alice faced down the beasts and was able to break every written rule that was presented to her, and the money that was lost was returned.
All Hail Alice! Fearless conquer of Supervisors! Savior of Cars and Faith in Humanity! All HAIL!
*****
In short, this girl was awesome. Went WAY out of her way... not because we asked her to, but because she didn't want us to be stranded with out a car, and bent every rule she had, made her supervisors cave after endless nagging, she even spent about a half hour filling out this paperwork that she is NOT supposed to ever even SEE and got us a credit so we can repair the car and then file the claim when the bank is open.
...I'm not sure who she is. But I think I love her.
This story begins with an innocent seeming trip to the ATM on this, the most pleasant, of Sunday nights. The Beau and I were traversing home from our Sunday outing, when it occurred to us that tomorrow would be a lovely day to get the car a tune up, because the old girl has been acting terribly finicky as of late. Not knowing how much this repair would cost, Beau decided that the sum of $300 would cover any repair that might befall our lovely vehicle. Thus the turmoil begins....
What should have been an average trip to the ATM became a battle of epic proportions. Upon initiating the ritual of Monetary Retrieval, all seemed to be progressing nicely, until upon conclusion of this rite. The Money Giver sputtered and choked...not once, but twice before dying a painful and humiliating death... but no money was given and upon its vast blue screen a "Message of Error" was presented to The Beau. Informing him that the Money may not have been granted to him and to immediately contact a representative. And upon inspection of his receipt The Beau did find that the sum of $300 had indeed been removed from his account, although none could he find.
Many attempts were made to contact this elusive "Customer Support" that was so talked about on the receipt and the ATM. But they were all found to be on Holiday and the Beau was greeted with a grim "Call back during business hours". This worried The Beau, for Monday was indeed a Holiday and the bank would be closed... thus providing no funds to put towards fixing the finicky vehicle. The journey home was filled with pain and frustration.
Once home in the safety of our own walls, several more attempts at reaching this fabled "Customer Support" were made. Finally! though the channels of "lost or stolen card" was he successful at reaching a person. And THUS begins the second tale of valiant bravery and woe.
The Call Center Girl, we shall dub her, "She Who Strikes Fear into the Cold Hearts of Her Superiors" ...but Alice will do for short. Alice listened to The Beau's tale of woe and car repair with an understanding heart. But Alice has not the authority to help with crediting accounts, nor does she have clearance for anything beyond suspending an account beyond "my card was lost". However, brave courageous Alice was not disheartened by this. She single-handedly faced down three monstrous beasts known as "Supervisors" in the quest for "Customer Satisfaction".
And thus a mighty battle raged for the illustrious "Credit" for which we could use to fix the car. For nearly a whole hour did poor Alice endure and argue with her "Supervisors" in favor of The Beau. And LO! Approval descended down the line of command! And so Brave Alice faced down the beasts and was able to break every written rule that was presented to her, and the money that was lost was returned.
All Hail Alice! Fearless conquer of Supervisors! Savior of Cars and Faith in Humanity! All HAIL!
*****
In short, this girl was awesome. Went WAY out of her way... not because we asked her to, but because she didn't want us to be stranded with out a car, and bent every rule she had, made her supervisors cave after endless nagging, she even spent about a half hour filling out this paperwork that she is NOT supposed to ever even SEE and got us a credit so we can repair the car and then file the claim when the bank is open.
...I'm not sure who she is. But I think I love her.
This is what customer service is all about. This is why a GOOD CSR cannot be replaced by an automated system. It makes me shudder that most CSR's I work with would not go that far out of they way far too many of us compartmentalize. I like to sit way far away from most others unless I know I like their style. I can stand to hear "that's not my department", "I can't do that", "I'm not a host!" (I work casino customer service which is somewhere between general reservations and host, I try to get everyone as much as I can get them per policy and I never udder "I'm not a host!" (except for the lady who wanted to meet me and hug me and have me be her host lol)).
Comment