Doing great customer service or: Returning stinky poo with sweet smelling roses

Today, I received an angry e-mail from a disgruntled recipient of a reports I’m helping to generate. Turns out the data on the wasn’t all that up-to-date, and she wanted to know why.

The first reaction I had was that of defending myself: you read the report wrong; it’s the system’s fault; (and) you’re an idiot [fullstop]. Then I caught myself.

Maybe influenced by past experiences of great service I’ve experienced, as well as customer-service-oriented shows like “Can You Serve” in which a guy I knew in the army unbelievably won, I admitted my mistake, apologised, and asked how I could do better next time.

After sending that e-mail I felt pretty good about myself. It was so unlike me that for a moment I almost felt like I’d finally matured into an *gasp* adult (in fact, the huge, HUGE PR faux pax by Paul Christoforo is probably closer to what I’m naturally inclined to do; by the way, if you haven’t read about this sad yet hilarious incident, please do – you won’t regret it).

Whether or not yet another nasty e-mail is returned from my e-mail is irrelevant, once you realise the possibilities of returning stinky poo with sweet smelling roses. Even then though, I must admit to feeling a little apprehensive of receiving a nasty one after my being Mr. Nice Guy – I’m so thinned skinned if I stood in front of a light bulb that’d be all you see — a light bulb.

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Donn

My name is Donn, and you’ll find me working at the intersection of business and information technology, constantly looking for ways to apply IT to business and life to make things better. I’m a big fan of data analysis and its subsequent communication. It always gives me a thrill extracting meaning out of data through analysis, and figuring out the best way to present the findings for maximum impact!

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