By Nancy Friedman, Keynote Customer Service Speaker, Founder, Chairman, Telephone Doctor Customer Service Training
Seems as though most people have them. Stuff that goes through our minds; may mean a lot; may mean nothing. I wrote a few of mine down. Would enjoy hearing some of yours.
* I really have a hard time with the person who says, “Oh, ok” when I’ve just logged a complaint. It’s as though they didn’t hear me. That’s not the right thing to say when I’m not a happy camper.
* Not sure why, but it does bother me when I let someone in front of me in traffic and they don’t wave a thank you.
* Forrest Tucker of F Troop, for those who remember, once told me, “Some folks get overcome with the smell of their own perfume.” Great statement when you realize what he meant.
* Why does the nurse say, “The doctor will be right with you” and then they don’t show up for 45 minutes?
* How about the person who takes the last cup of coffee from the pot and doesn’t make more?
* Ever wonder why some folks aren’t able to laugh at themselves?
* Someone once told me, “Grow old with your audience.” So I update my press picture every 2 years. Makes a big difference.
* It really bothers me when a customer service rep “reads” their message. All it would take to personalize it and have it sound more natural is a few rehearsals. It would make a big difference to everyone.
* Most people aren’t aware you are not married to the voice that came with your automated attendant. You can do it yourself or bring in a fun voice. We find that it’s not always the AA that is the problem – it’s the blah, blah robotic voice folks object to.
* And speaking of automated attendants, are you as frustrated as I am with the “voice recognition” machines? OMG! They seldom recognize anything I’m saying. And by the way, Siri hates me. . .I’m sure.
* I personally don’t believe there is a generational issue out there.
* When I am having trouble speaking on the phone with someone who has an accent from another country, what I tell them is a far cry from what I’m actually thinking. (The old “if you can’t say something nice, don’t say anything at all.”)
* I can’t get my teeth cleaned at the dentist without the gas that puts me out.
* Why do people say “I’ll call you back as soon as possible” on their voice mail message and then don’t?
* If chocolate only came in milk chocolate I’d be so thin. I only eat and like DARK CHOCOLATE.
* Am I the only one who dislikes it when someone helping me on the phone (or in person) is chomping on gum?
* I really wanted to meet Johnny Carson and Johnny Cash.
* When you call to sell me something, why don’t you ever ask me “Is this an OK time to talk?”
* Ladies Only: When your mate/partner/whatever tells you that you look “fine,” why doesn’t that sound good enough?
* Why don’t people know the difference between their, there & they’re and you’re and your?
* Why don’t some people wash their hands when leaving the restroom? Don’t you just want to yell out, “Hey you, excuse me . . . come back; you forgot to wash your hands.”
* I wonder why owners and managers don’t call their own companies to see how their customers are handled.
* Men Only: What’s with the not asking for directions? Who started that one? That’s sad. You’d get here twice as fast if you’d only ask.
* Why do they ask, “Can I take a message” and you say, “Yes” and start giving a message and they say, “Wait, I gotta get a pencil.” Duh!
* If you’ve never seen “Jersey Boys,” add it to your to do list. Great show!
* Why do they call it ‘common sense?’ Common sense isn’t so common.
* Why don’t people send handwritten thank you notes anymore?
* How come no one ever thinks ‘they’ are the rude ones?
* Why don’t you leave your phone number TWICE and SLOWLY on voice mail instead of rattling through it?
* Are you noticing it’s not just the kids who walk and text and don’t look where they’re going? The big folks are just as guilty.
* Hey, wanna go for a bike ride?