Human Decency: The Fairy tale of Selflessness

I had a bit of trouble starting this entry not exactly understanding why this was such a big deal to me until I recognized how many people do not see or do things beyond their own needs.  They grab for themselves with or without any discretion for any other human being not knowing that the greater reward is in self sacrifice or the giving of yourself to another person.

The holiday season, probably more recognized as Thanksgiving and Christmas, seems to be a time where more people give or try to give more than they receive with the idea that it is good karma or makes them a better person.  Now if you have read previous  entries in my blog, you know my feeling on Valentine's Day being the obligation to show love to a person when it should be shown freely instead of required.  Well, it is this time of year that I think people feel this same requirement to extend a hand to others with selfless acts.  I, on the other hand, question 'Why not do this the rest of the year? These people do not need you just once a year, but maybe a little help throughout the year.'

I came across an opportunity mid-November into December at a temporary position employed as an Administrative Assistant in hopes that the title and experience would expand my capabilities in the future.  Now I am one of those that believes things happen for a reason and that people come into our lives for a reason, which I somehow believe was true in this case.  I worked with an agent in the same office, who could probably be mistaken as being 'rough around the edges' with her tough exterior, but I soon found out it was because, like me, she too had been through some rough times; however, she was able to keep her heart warm.

It was between the two holidays that she was sending out correspondence to those who qualify for medical supplement plans to assist them during their transition through the differences in health insurance.  I am not a sales person, but the heart that shown in her sales changed my perspective that not all sales agents are in their lines of business to make a big buck.  One day while sending out her pamphlets she ran into a woman who did not speak English, yet seemed to understand enough to provide a limited amount of mutual communication.  The woman was wrapped up in a blanket in below freezing weather, so the agent offered the woman a ride only to find out that under the blanket was a young toddler not more than a year old.  The agent asked the woman if she had a winter coat as the area was known for its harsh winters.  What was understood was that the woman did not have a coat and due to language limitations did not currently have a job.  

During the holidays I feel that fairy tales are taken for granted as we expect them during the 'happy time of year,' but it is rare to see one in real life.  The agent took the woman to the nearest department store to buy a winter coat for the woman and child only to find out there were two other children in need.  To sum up the 'happily-ever-after' moment, winter gear was purchased for the family members along with groceries and then around Christmas a bag of presents.  It is rare to witness such selfless acts especially when some people do not have the extra funds to spare, but what inspires me from the story is the little things that make a significant difference in a person's life.  

I have always thrived to be that difference to people, to have a positive outlook, and to reach for the stars because everyone deserves that 'happily-ever-after' ending.  Although, I am going to be the first to admit that it is also sometimes one of the hardest roles to play  especially when you are repeatedly knocked down.  Believe me, I understand this is a test of strength even though it does get frustrating to the point of wanting to yell, "Ok, are you done yet! I'd like to move on, please!" So maybe just screaming or yelling out in the country could just be your answer, but that does not take away from the fact that every 'Once upon a time...' contains a hero whose gift is 'happily-ever-after.'

Customer Service: Friend or Foe?

This week has been busy for me and do not get me wrong I am happy, but it has made me realize something; our lives revolve around some form of customer service.

Think about the events during a regular normal day, trying to pretend it is uneventful, and think about how many times you use customer service skills; helping a friend or family member, if you are a cashier checking a person out at a register, if you are an agent monitoring a person's account, or maybe even simply just opening a door for a stranger.  I know the idea may sound a bit funny, but in each scenario provides an opportunity to think about another person or CARE for another person who is putting a lot of trust in you.  You are helping them obtain a set goal in their life even if it is as simple as walking through a door in which you are trusted not to slam it in the other person's face.

In the professional career driven world, some organizations relabeled customer service as customer care, which I feel should be the correct term as the term 'care' is the essential part of the customer service industry.  Ultimately the situations are where one person has a need for another who cares enough to assist, but with all this caring in our professional and private lives, do you ever get tired of caring?

This would be the moment we all become that one irritating person on the end of the phone that most people in the customer service profession hate.  We become irritated wanting our own way and not fully understanding both sides of the situation before we jump to a conclusion.  In my experience, I do understand both sides of the spectrum, but that does not make things any easier when a problem arises.  

Let me give you an example:

This past year my bank sent me a statement on one of my accounts through the mail that was returned to them in April 2014.  My bank then waited six months to try another attempt in October 2014 to validate they did have the correct address, but the post office returned the mail again.  Now, you have to understand that I have a P.O. Box for a specific safety purpose that is paid for every six months and I have recently verified that all my payments have been made by the due date to prevent any issues of my box closing and not receiving any mail.  However, in April the post office closed my box for two days, long enough for the mail from the bank to be returned to the sender.  As for the October issue, well apparently there was no explanation for that one.

As a customer to both organizations, I could have gotten angry, but needed to understand what the situation was as I now had a closed bank account due to the inevitably frustratingly aggravating situation that I had to reopen.  I contacted the bank, who explained the situation about the mail issue, telling me to provide specific information of my own to them to reopen the account that was being closed for my own security. I sent this in and waited....waited....and WAITED!  I called again to find out that the representative did not tell me the joint needed to provide her information as well to reopen the account. (#fail).  The document I provided needed to be sent in again with her information, my information, and both our signatures.  The joint lives three hours away.  I have already wrestled with the bank issue for a month and now I have to wait longer because a representative did not give me ALL the information I needed. #breath #calmdown.

Fine, I understand the bank has policies and procedures they need to follow, but is there not some sort of way to expedite my situation and reopen the account when it is not my fault?  Guess not....so I walked away stomping my feet frustrated because it made me feel better.  Oh, but wait!  The post office.  I went to the post office to check with their representative why my mail was being returned.  I was informed about the box closing in April, for who knows what reason when it was confirmed I did not have a late payment, but the return mail in October could not be explained.  There are no restrictions on my box and both my past married name and maiden name are on the box (because this is the third time this has happened, but was not a huge issue in the past).  I have never seen a more shocked dumbfounded looking in my life.  "I'm sorry. I don't know why this happened."  The representative could not send a letter to the bank to admit the return mail was in error because the bank would not accept it and the bank was just following protocol.  Now we are in the 21st century where the bank account has my email to which my statements are sent electronically, so why was this not used?  FYI...I just threw a stack of papers in the air because I do not have an answer, but apparently neither do they.

Customer service.....Customer care.....

So where was the caring in the whole situation?  No one cared to try other methods of contacting me. #fail No one gave me all the information I needed until multiple contacts later. #fail  No one could change or even guarantee an issue would not arise again even though I had given all the information they requested. #fail  

I could have gotten mad, irate, hysterical, etc., but I did not because I could not control the issue (and apparently neither could the bank or post office).  I would almost dare say that I provided the representatives with more customer care than I received, but I also understand that they could only follow as much information as the company gives them.

We are all human and mistakes happen in businesses that are at times overlooked.  As I demonstrated in my story, you need to understand that the person you are talking to may only be the messenger in the whole situation and trust me...you can't kill them...it's illegal.  I try to keep this in mind when inquiring on situations where I need to speak to a representative, but then as a representative, I also keep in mind that this person is calling me for a reason.  This person trusts that I will have an answer, if not, be able to find the answer because that is my job and I represent the company.  Sadly, it is this representation and association that gets you yelled at as a representative because to the person on the other end, you ARE the company, the one who messed up.

So what do I do now?  Well, I keep the post office in check as they have proven not to be worthy of my trust that I now have to supervise them.  I give the bank what they need for my account praying someone can expedite the situation as they see that I have gone the extra mile on my side of the event...and then wait, because I have no other choice.

I guess after this issue, being asked about my customer service experience for a second job, and seeing how much the agent I currently work for cares for her customers I felt the need to say something in hopes that in the midst of frustration we can care enough to see both and maybe solve problems a bit more efficiently through calm rationality.