Sometimes It Need Only Be One Thing
I work in customer service.
Customer Service. Sometimes it seems we are so bound up in rules, laws, and policies, that we do anything but serve our customers. Most of us there want to, really want to help. Most of us have empathy and care ... even though there are times we want to slap some of them when they are obnoxious and rude.
This week, well yesterday in fact, something happened. Something simple, that made my whole week worthwhile.
Background: We offer a program that let's international students send money to Canada before they arrive here. This way they have proof of funds here and this can aid them in obtaining their necessary study documents for immigration. It's fairly straightforward. Mostly.
One guy came onto my chat Tuesday and asked me to check to see if his wire transfer had been received. It can take 5 business days to get them to the Bank and then matched with the right account. It wasn't there. He was so worried about losing the year he'd paid for, he'd had his medical done, fingerprints etc. All paid for. He only had a few days to submit his study permit request. He was so upset, i offered to monitor his account and i'd let him know when his wire was finally there.
After 3 days of this, yesterday it was there. I happily sent him an e-mail with the good news.
Who arrived on my chat by chance a couple of hours later begging for more help? Yep, my friend.
I do this part of the job, but it's really not my area of expertise. I'd always been told we can't rush things, can't do anything but let the process happen. But i felt for this guy who really needed help. So, thinking i already knew what the answer would be i walked over to one of the two people who know more about this than i do.
I told James my situation. He shook his head no ... but then said, well, let me see the account. Returning to my desk he looked. I knew the document the kid needed was there. James called Ava over ... She looked. She said, oh i know this kid too. She said, download the document and then attach it to a secure email and send it to him.
I said: Can we do that? She said: We do it sometimes. In cases like this, when it is necessary, we do it.
That was a huge thing. I could actually make this kid's day. I downloaded and attached the file and sent it. He got it, opened it. It worked ... it really actually worked.
It made a difference. To him and to me. To him, it saved the day and a lot of time and money.
It made me glad, i do what i do.
And at the end of the day ... what more could i ask for?
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