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Sometimes It Need Only Be One Thing

Mikiesboy

Entry posted by Mikiesboy

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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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19 Comments

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Carlos Hazday

Carlos Hazday 115,595

Posted

Sometimes it's the little things, to paraphrase you. Good going, bud.

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MichaelS36

MichaelS36 25,659

Posted (edited)

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you tell me a lot of stories about your job, boy.  Most them are frustrating, full of pissed off customers. It's rare there is a good news story. This one is surely that. I know other good things happen, but this made real a difference to that boy and his family. 

you did good, real good. 

Edited by MichaelS36
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Brayon

Brayon 40,943

Posted

Thanks for sharing, tim. You did great, and that guy is going to remember it.

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mollyhousemouse

mollyhousemouse 52,069

Posted

thanks for sharing that tim. i know your job frustrates you sometimes, so it's nice to hear about this one. well done all of you!

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Parker Owens

Parker Owens 61,856

Posted

Thank you so much for sharing that story. If I had been that student, you would have had me walking on air in relief. You made his day and mine. 

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Backwoods Boy

Backwoods Boy 13,281

Posted

Excellent story, tim.  I've recently been volunteering at the visitor center help desk at a nearby international tourist attraction.  Working with people in this context is NOT something I've done all my life, and it's great to be able to provide visitors with the information they need to optimize the enjoyment of their vacations.  We also have some visitors who are loudly unhappy about the horrible traffic situation in this over-used area or about not being able to access some areas because of a 50,000 acre fire we had a couple years ago.  We had some of those complainers on Wednesday, and I was glad to get the hell out of there at the end of my shift.  Your story put a smile on my face for the start of today's shift and reminded me why I should still be smiling at the end of the day. :) 

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Wayne Gray

Wayne Gray 41,744

Posted

I'm glad you could help make a difference, tim.  I know it was a big deal for this young guy, so nice work.

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Mikiesboy

Mikiesboy 143,905

Posted

3 hours ago, Carlos Hazday said:

Sometimes it's the little things, to paraphrase you. Good going, bud.

Thanks, C. I know people are frustrated...it is their money etc., we are dealing with. Sometimes, it is, like you say, the little moments that make it worthwhile.

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Mikiesboy

Mikiesboy 143,905

Posted

3 hours ago, MichaelS36 said:

you tell me a lot of stories about your job, boy.  Most them are frustrating, full of pissed off customers. It's rare there is a good news story. This one is surely that. I know other good things happen, but this made real a difference to that boy and his family. 

you did good, real good. 

not only me, but thank you.  It felt good to be able to do the right thing and help him.

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Mikiesboy

Mikiesboy 143,905

Posted

3 hours ago, Brayon said:

Thanks for sharing, tim. You did great, and that guy is going to remember it.

Thanks very much, A. xo

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Mikiesboy

Mikiesboy 143,905

Posted

3 hours ago, mollyhousemouse said:

thanks for sharing that tim. i know your job frustrates you sometimes, so it's nice to hear about this one. well done all of you!

urg ... yes, you know cuz i moan to you on a regular basis...it is nice when something good happens.

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Mikiesboy

Mikiesboy 143,905

Posted

2 hours ago, Parker Owens said:

Thank you so much for sharing that story. If I had been that student, you would have had me walking on air in relief. You made his day and mine. 

School here costs a fortune and then need to send $10,200.00 to qualify for this program. It's a government program and that is what they say the kids need to have on hand.  You know, i'm sure, the costs .. here somewhere between 16,000.00 and 32,000.00 for a year and that is just for college... not university ... and it doesn't always include room and board either.

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Mikiesboy

Mikiesboy 143,905

Posted

2 hours ago, Backwoods Boy said:

Excellent story, tim.  I've recently been volunteering at the visitor center help desk at a nearby international tourist attraction.  Working with people in this context is NOT something I've done all my life, and it's great to be able to provide visitors with the information they need to optimize the enjoyment of their vacations.  We also have some visitors who are loudly unhappy about the horrible traffic situation in this over-used area or about not being able to access some areas because of a 50,000 acre fire we had a couple years ago.  We had some of those complainers on Wednesday, and I was glad to get the hell out of there at the end of my shift.  Your story put a smile on my face for the start of today's shift and reminded me why I should still be smiling at the end of the day. :) 

Aww, i'm glad.  It is hard to hear the complaints, over and over again.  And we naturally seem to remember the worst of them, rather than the ones who were happy, or grateful for our help. Let's try to make more of an effort to remember them.  Thanks for sharing your experience, BB!   It's good to see you as well.

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Mikiesboy

Mikiesboy 143,905

Posted

29 minutes ago, Wayne Gray said:

I'm glad you could help make a difference, tim.  I know it was a big deal for this young guy, so nice work.

Thanks Wayne!  It did feel good. i must admit.

  • Love 3
rickproehl

rickproehl 11,876

Posted

tim 

I feel your pain I also do customer care work. I do know what you are going thru. I work in a small tech company phone / internet. The best call I took was a lady in her 60 that was having issue with service but while on the call her powered scooter stopped working and she was upset. So another tech call her daughter and she got there while I stayed in the phone. So yes that 1 call will make a difference in a week. So tim from 1 customer care person to another job well done. 

So take care cause you never know that next call might be call that makes your customer day. To many people are lonely and at times against them and that 1 small thing you can do will make there say as well.

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rickproehl

rickproehl 11,876

Posted

33 minutes ago, Mikiesboy said:

I'm glad you could help make a difference, tim.  I know it was a big deal for this young guy, so nice work.

tim keep up the great work. I know to that young guy you are his Superhero 

rick

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Mikiesboy

Mikiesboy 143,905

Posted

10 minutes ago, rickproehl said:

tim 

I feel your pain I also do customer care work. I do know what you are going thru. I work in a small tech company phone / internet. The best call I took was a lady in her 60 that was having issue with service but while on the call her powered scooter stopped working and she was upset. So another tech call her daughter and she got there while I stayed in the phone. So yes that 1 call will make a difference in a week. So tim from 1 customer care person to another job well done. 

So take care cause you never know that next call might be call that makes your customer day. To many people are lonely and at times against them and that 1 small thing you can do will make there say as well.

 

9 minutes ago, rickproehl said:

tim keep up the great work. I know to that young guy you are his Superhero 

rick

thanks rick ... i like my job most of the time ... it's a good day when we can really make a difference.

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Backwoods Boy

Backwoods Boy 13,281

Posted

8 hours ago, Mikiesboy said:

Aww, i'm glad.  It is hard to hear the complaints, over and over again.  And we naturally seem to remember the worst of them, rather than the ones who were happy, or grateful for our help. Let's try to make more of an effort to remember them.  Thanks for sharing your experience, BB!   It's good to see you as well.

Thanks, tim.  Correct on not remembering the good times and dwelling on the bad ones.  Today, one of the visitors I had helped came back a few minutes later and put a donation in the volunteer association jar because I "...was so entertaining". :huh:    I'll probably remember that one for a while.  :) 

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Mikiesboy

Mikiesboy 143,905

Posted

2 minutes ago, Backwoods Boy said:

donation in the volunteer association jar because I "...was so entertaining". :huh:

Yeah, i bet you will remember that for a bit. It's cool!! 

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