What has happened to customer service?

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I recently have seen blogs and articles everywhere about the Comcast customer service train wreck of a conversation between a call center employer and a customer who was trying to cancel his service. There were so many problems with this conversation. I have learned from past experience working at a call center, won’t say which one, that it is part of our job to try to prevent the customer from disconnecting. But this representative’s attitude was disappointing to me because honestly you are not supposed nag your customer to stay with your company. This will have the opposite effect.

This representative further hurt his case because he had prior talked to the customer’s wife who had given reasons  for wanting to cancel the service and he still tried to persuade her.  Also, a customer should not have to give a reason to cancel a service for whatever reason. I thought the motto of most companies was that the customer comes first. Apparently I was wrong.

However, this is not just a problem with Comcast I have seen it in local fast food places that I have been too. My first example was when I was walking and I decided to stop at Mcdonalds for a smoothie and the person working there forgot my order and then it took ten to fifteen minutes to receive my drink and they did not even apologize for this mistake. I had one item in the que while people in front of me had many more items and yet mine was forgotten. But I have had discussion with people that most customers will put up with this bad customer service because they can’t afford to go anywhere else for food, or their options are limited by living off food stamps or having a limited income which is possible in this day in age where most people are underemployed and working minimum wage positions. ( a blog post/rant for another day)

My thought is that no matter what a customer is paying they should receive good customer service no matter how crappy of day that person has had. People are supposed to try to leave personal stuff at home, barring extenuating circumstances.  I am not saying employees should be treated like robots quite the opposite in fact, which would help if companies would care more about the customers and employees well and less about the bottom line. I think this could be shown through treating your employees well, doing whatever you can within reason to wow your customers and making your work environment a positive one. People will notice that the companies that do try to accomplish this have less turnover, happier employees and customers all because they care about is good customer service.  So I have to wonder which came first the customer service or the egg?

 

http://nepaliaustralian.files.wordpress.com/2012/02/bad-customer-service-2.gif?w=400&h=400

 

cartoon originally from http://www.newslettercartoons.com from Ted Goff so thank you Ted

 

The unknown and gender roles in “Maleficent”

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Well, yesterday rather than spending the day looking for work, or going to interviews only to be disheartened or disappointed I went to the movies instead. Me and my guy went to go see Maleficent since I am all for any movie told through the “villain’s” perspective.  However, since I have been an academic my whole life it feels like I ended up analyzing the film.

The first instance that I thought was worth noting was when the humans declared worry on the fairy people in the moors. I thought this was significant because it showed the perspective of since people don’t know who or what these people are like that they are automatically deemed as marginal and bad.  However, this was contrasted by the coming together of Maleficent and Stephan from being  little kids to teenagers in that it showed that the fairies and the humans could coexist peacefully.

This ability to coexist did not last long when Maleficent and Stephan did not last long since Stephan was hell bent on gaining power and becoming king of both worlds.  Stephan in order to achieve this goal had to chop off Maleficent’s wings in the process. These wings that were a part of her identity and her freedom.  She had the freedom to move and travel to other places and spaces that humans could not reach.

I think in the beginning Stephan felt terrible for his deed but soon got lost in all the trappings of being king since he had to prove to be the old king’s successor through “killing” Maleficent , even though the old king had declared war on those living in the moors so she was trying to save her own people and land.  His other reward was that he got to marry the king’s daughter who as a wife to him ends up being an after thought throughout the whole movie. Her only purpose is to bring about the birth of her daughter aurora.  Actually, even when she is dying Stephan is too focused on enacting revenge on Maleficent.

Stephan wants to destroy Maleficent because she cursed his daughter to prick her finger on a spindle and fall into a deep sleep when she turns 16.  This is a curse so strong it can’t even be broken by her when she begins to love Aurora as she grows up in the moors away from castle life.  Maleficent while wicked in some respects still has seems to have some heart as shown by the way she treats her “raven” and Aurora.  But, she is also what feels like the only strong independent woman character in this movie. I think this is because she has too be ,or else she would lose her land, or her people, and the men of the world would attempt to conquer her territory and her. She does learn from her mistakes though, (spoiler alert) Stephan too concerned with enacting vengeance on Maleficent for ruining his life dies in the end of his own doing as far as I am concerned since he took away the one part of Maleficent that gave her freedom, her wings.

I think this movie shows two sides of women through the strong and fierce Maleficent and the after thought of a queen. While, the only concern for the men are power and ambition which leads to their downfall in the end.

 

 

“Veronica Mars 1.2 Credit Where Credit’s Due”

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As I continue the adventure that is the many episodes of Rob Thomas “Veronica Mars” we begin at episode two, which show how class and race make a difference but in various social situations through out this episode. This all begins rather innocently with Wallace finding a flyer about a 09 er party while Veronica explains that the flyer is in code so that “undesirables, which by the way is you and me, don’t show up.” (1.2)

This party that Wallace and Veronica do not show up to is key because here we see Troy the new kid and Duncan (Veronica’s old boyfriend) talking in the car about the party.  One thing I noticed was the language of the these upper class gentleman given that Troy starts the conversation and asks Duncan are “You ready to get this party started? You ready to burn this mother down. Up, jump… the boogie.”(1.2).  Now, I am sorry to stereotype by this language sounds ghetto to me, albeit old school ghetto in this day and age.  Also, it sounds like that for young privileged white men that they are trying to sound like the same peers who despise them for being so wealthy ironically.  This is further enhanced by the fact that the rich boys of Neptune are throwing a kegger in a dog park, filled with cheap booze and make out sessions. I don’t know about anyone else but you would think as being part of a wealthy family of Neptune that the location and drinks at an underage party would be better, also their parents live in mansions so they have prime location spots just waiting to be used.

On the other side of the coin to this episode we have Weevil’s cousin Chardo was using the Echolls credit card so he could buy Logan’s new girlfriend Catlin who I guess he is her mister by treating her in the manner in which she has been accustomed. This manner being buying her a pink vespa, “limo rides, magic mountain tickets”, etc(1.2).  This action to me reveals that Chardo is literally trying to buy his way into the rich class through buying a rich girl toys and well sleeping with her. He is pimping himself to gain access to another class and to their wealth in a way.

Chardo, pays for this decision as the gang of upper class white boys proceeds to beat up him up for stealing Logan’s girlfriend from since he is the designated jerk and leader of the pack.  This beat up stops when the PCH brigade shows up in the good part of Neptune standing out like a sore thumb to stop the fight.  The white boys of the rich side of the town then leave so the PCH gang can than proceed to continue to hurt Chardo for making Weavill pay for this mistakes of stealing the credit cards and pursuing a white rich girl. He was literally punished for his bad decisions, and he lost the girl in the process to add insult to injury.

This episode to me stood out because we had rich teenagers trying to act like poor teenagers like each other and vice versa.  I also found in funny that the whole time throughout this whole debacle Veronica Mars is trying to not take sides and even trying to defend people from the “wrong side of the tracks” such as Weevil.  However Weevil seems to believe that Veronica “You think you’re this big outsider, but, push comes to shove, you’re still one of them. You still think like one of them.(1.2). I think the issue with this statement is that Weevil has official put Veronica in the box of the upper class people of the 09er zip code when really she is just trying to survive at Neptune High.  I think in this scene she does not want to think the Weevil stole credit cards to improve his motorcycle, etc while trying to get his grandma out of jail. I think her intentions are good, even if her approach needs work. For me she is the everywoman, she is not defined by her class or sex but more by her actions and trying to do good in the Neptune community as we see through out this whole season.  However, the road to hell is paved with good intentions, and I will further delve into the complexity of these characters in the next blog post.

Disclaimer all quotes from the show were received from http://vmtranscripts.com/ so I owe all the credit for these awesome quotes to them

“Veronica Mars” class warfare…

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Well, since I have been unemployed I have been thinking  a lot about the  Rob Thomas “Veronica Mars” series. I think part of this has to do with a show that focuses on the on going battle of the haves versus the have nots. This being something I can relate to given a income disparity that seems to get continuously larger in the US.  Also, when you live somewhere that has been seen as the poorest in the United States, then you really began to feel and see the class differences. These differences are significant in the show given that Veronica herself even states in the “Pilot” that unless your dad “was the ambassador of Belgium like Shelly Pomroy’s” than being part of the popular 09 crowd was not an option. She herself was only gain access to the ivory gates because her dad was sheriff and lily was her best friend.  This changes when her dad accuses the most powerful man in town Lily Kane’s father of killing his own daughter.  This left Keith Mars and his daughter ostracized by the town and causes his own wife Lillian Mars to leave the town. I think that the by the time this show starts Veronica places herself spatially in the middle ground between the upper and lower classes.  I say this because she saves some PCH bike members in the first episode from juvenile hall by winning over the leader of the gang Weavill.  Also, she has some disgust for the rich people of Neptune herself because of Logan Echolls who picks on Veronica for her mom’s drinking habits, leaving her own daughter, and for getting his car taken away when she has a bong placed in his locker. These two events needed to be accomplished so that Veronica could save her new friend Wallace from being tapped to the flag pole again from the PCH gang when he saw them stealing alcohol while he was working a shift at Sac and Pac. One other thing I realized as these events were happening is that both Veronica and Wallace are marginalized for a variety of reasons. Veronica is reduced because she is female, petite and part of a lower class. Wallace is also not seen as significant as much as this is stereotyping because he is African American and part of the lower middle class. These examples show to me that gender, race, and class prevent these two from ever entering the hallowed halls that is being part of the popular group. Which, leaves me the to the 09ers the cream of the crop, their parents are wealthy and they have all the perks that come with it.  Now, Logan Echolls in this first episode comes off as a rich spoiled brat when he complains to Veronica that “my daddy took my t-bird away” (1.1 “Pilot”) because of Veronica putting the bong in his locker. So basically, he treats her badly and then gets mad when he gets some much needed pay back in the situation. He then proceeds to use a crowbar to destroy the tail lights on Veronica’s La Baron car and does not apologize for it. For someone who is rich in this case he exemplifies behavior that is way below his class. While, on the other side of the coin is the guy from the wrong side of the tracks Weevil who tries to get Logan to apologize to Veronica. She then tries to get him to apologize to Wallace for tapping him on the flag pole.  Weevil does not treat Veronica any better prior to this because he basically threatens to go after Wallace again unless she can get the guys in gang off scot free from stealing alcohol from sac and pac. He also gets mad at her for defending Wallace in the first place and thinks with her reputation that she must be sleeping with him. He at one point in the episode overs to show her “his”(Pilot 1.1). Even, if anything this episode showed many no matter what your class some people can still be jerks as shown through Weevil and Logan.  Also, it revealed that me that the reason has so much grit and snark as a female lead is because she has too or else she would never be able to survive in a city like Neptune where their are battles among the upper and lower classes on a daily basis.  Also, she knows is that if she ever picked a side the battle between the haves and have nots would probably just get worse.  Their are plenty of other episodes where class, race, and gender continue to define some of the characters throughout the series,but I will save that for future blogs.        

All the credit for these awesome quotes also goes to http://vmtranscripts.com/ so you guys are awesome

Minimum wage warfare…

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Now as many people now the minimum wage is being raised in most states so that people can stop living at the poverty level or well below it.  While, I am totally on board with this since most people with college degrees are working minimum wage jobs or those over the age of 25 are also taking these jobs to support themselves.  Which, is kind of the problem in a since most minimum wages does not give one enough to sustain oneself be it in a small town or big city it seems like in the United States.

The only con to raising the minimum wage is that their is a high probability that hours will be cut so that employers can continue to not pay for people’s health benefits. Another issue that I discovered while talking with someone I know is that it maybe means that team leaders, trainers, managers, etc. may not  receive the raises they deserve if they have been working somewhere for a couple years.  This being especially trying for places that are small business or franchises who have to pay royalty fees to the companies that they are currently franchising (ow).

But while these intentions of the government are good, their might be some negative results through this process. I say this because even though the recession is supposedly over or dying down most businesses seem to still be in a “recession” mind set in which one must cut costs as much as possible to save their bottom line.  Another possibility, was that businesses were in this mindset from the beginning it just took the recession to bring it  out of them. I am not sure.

Also, to further complicate things is that when a company raises its minimum wage than people will be clamoring to work their in a job market that is already tough to begin with in the first place.  I would know, where I live we have a 10.5% unemployment I have been on about 20 interviews and have yet to be hired anywhere. I have gotten close with a couple places but no cigar. I am going to try to take the mentality that it is not a matter of “if” I get hired but “when” ideally.  So my little ramble aside, readers out  there with these pros and cons of raising the minimum wage do you think it should be come more common in the US, yes or no? and why?

 

 

Interview gone bad…

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I was in a pretty decent mood today when I woke up since I had an interview to go to today, yeah a glimmer of hope. Well, I was wrong I prepped for the interview looked up questions on glassdoor.com, did research about the company, what I could find anyway. I was confident, calm, and relaxed and planned to wow the interviewer when I got asked a couple questions that made me want to bury my head in the sand. My first one was why I got fired from a position in which the customers decided your fate whether you did a good job or helped them in the first place. Also my interviewer then proceeded to ask why I was not pursuing enough educational positions since I had my masters. This was what I was told after I asked if she had concerns about me, and other than this interview only one employer I have interviewed has said this out of twelve or thirteen.

When will people learn that just because you have said skills to teach does not mean anyone will hire you to do so unless you have some teaching experience or a composition instructor who loves you.  Also, getting into teaching to me is like trying to get into the acting business, the competition is fierce. It is vicious cycle on top of which I am not sure what sort of career I want to pursue at this point in time.

I have been volunteering but when your interviewer tells you that you are not being “aggressive” enough pursuing your “career” goals.  I was so mad I didn’t even inquire to this person about calling back about my application status in the future, my gut feeling is that I am not hired, and if this person had these concerns I should have not been interviewed in the first place. I might apply to this same company again with the hope that I get someone well that gets me.It was like a bad date, it was so bad I cried afterward hours later and had copious amounts of ice cream of ease the pain while not emotionally healthy, didn’t hurt.  As soon as I see a nutritionist I am sure said bad ice cream behavior will have to stop so I can make my goal weight my next summer or fall.  So to all those looking for work have you ever had an interview go from good to bad over a couple questions, and how did you deal or salvage things if they were going down hill?  Also, even those who have jobs I am all for hearing your interview horror stories too.

 

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Awkward steak dinner at Texas Roadhouse..

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So today I gave in and went to dinner with my dad.  Well, the thing is my parents are divorced so I see my dad occasionally since I tend to not live at his house. Now to get back to my point every time it is usually awkward or I am over analyzing everything he is telling me. I am a chick with daddy issues, nothing new about this trope here. The thing is every time I do see my dad it is awkward to say the least. It is awkward impart because him and I don’t have that much in common and neither of us do much to bridge that gap. My extent of trying was going to a local triple A game so him and I could have something to talk about. Him and I have different interests in television shows, religion, politics, etc. so if we have a conversation for over twenty minutes than I am impressed.

Actually most of the time I only see him once a month as a litmus test to see if I want to do it again. Also, because I would like to bond with him since my brother and him always got along when it came to sports, God, etc.  I have always been jealous of that and sadly I have a hard time being honest with him since I tend to be blunt and not to bull crap people and he seems too reserved to know how to cope with that.

Well, this experience was no different it was just uncomfortable in some instances. The one perk was that the food at Texas Roadhouse was good and the service was awesome. Also, I am pretty sure even the server could tell how not at ease me and my dad were.  Now back to the food the rolls with cinnamon butter with awesome. There onion blossom while having a kick with the peppery onions and horseradish  was delicious and could clear ones sinuses if needed.

The steak and mashed potatoes and gravy were also awesome. My only suggestions would be less butter on the veggies and to cut back on the pepper when it came to there version of the bloomin onion. I plan to come back in the future if not to finally try rib eye steak or prime rib on one of my bad eating days. The goodness of the food practically transcended the awkwardness. It went okay and won’t be seeing him again until my birthday and by then I might have more to talk to him about or if hell freezes over I will have a job or internship by then. So to all my readers how that are their any familial relations who you have a hard time connecting with in general and if so can it be helped out by really delicious food?

p.s. I will post pictures of said delicious food once I figure out how to transfer images from my phone to the computer..