Wednesday, April 11, 2007

Empathetic

Empathetic. Empathetic. EmPATHETIC?

What, so this word means counselors are feeling for their pathetic clients? I swear if I hear the word said that way one more time...

Folks, the word is EmPATHIC. Get it right.


Okay, so the dictionary has both. But still, empathic just sounds better, so still, get it right.

Saturday, April 07, 2007

Customer Service

Not only was Seinfeld right on about how we over-thank in our culture, but there is also the the thank you that lasts too LONG, particular in conversations with customer service representatives (CSR). For example, here's a transcript if you will:

Me: Great, that helps a lot, thank you for your help.
CSR: You're welcome. Is there anything else I can help you with?
Me: No, I think that's it, thanks.
CSR: Now we have this offer going right now for a 30-day free trial.. (add your typical solicitation babble here).
Me: No thanks, I'm not interested at this time.
CSR: Now remember, the free trial period does include...
Me: That's okay, I'm still not interested, but I'll keep it in mind.
CSR: Okay, anything else I can help with?
Me: Nope, that was it, thanks.
CSR: Not a problem, now you can call us back at this number if you have any other questions.
Me: Thanks, I'll do that.
CSR: Now you have a good day.
Me: Thanks, you too.
CSR: Thanks, and have a happy Easter.
Me: Thank you, you too.
CSR: Thanks and take care.

Funny how such a drawn-out ending to a conversation has replaced the simple BYE. It's gotten to be so annoying for me that now I find myself hanging up on the SOB's (aka CSR's).

And what is the deal with the voice recognition voice response systems? E.g. If that is the correct number, press 1 or say "yes." Because half the time the damn thing doesn't understand you and you have to repeat it anyway. How is that faster or easier than just pressing 1??