A Day in the Life: Education Services Day 9

A customer wasn't able to get signed in to his account, so our automatic system sent him an email with a temporary password. He emailed us to let us know that it wasn't working, so I reset the password to 123 and then explained to him how to change the password once he signed in.

This is the reply I got:

"Thanks for the 123, since you think I am such a idiot, but your "svk30471" pass word did not work. "

<Speechless>

Yes that is what I said...{insert air quotes} "you're an idiot..."

Why on earth would you go there?

Ugh..people..

Sheesh...

A Day in the Life: Education Services Day 8

As an Education Specialist, I also answer email requests.

I came across this gem and couldn't resist sharing

"Message:I bought a new Logitech wireless mouse.  I can't type in the chart name.  also could not type in the name and address in the above section.  I had to use the old mouse and old wireless connector.

What do I do next so I can use the new mouse.  The mouse downloaded the new software.  I also restarted the computer when the new mouse did not work."

Really?

Why on Earth would I be able to help you with your mouse?

And why is it my problem that you can't type anywhere?

Really?

A Day in the Life: Education Services Day 7

I worked at a summit (a free workshop) last weekend and came in contact with some interesting experiences...

Do you know what ComCon is?

Ok, so imagine what DomCon is....

Yes, you guessed it...

A Dominatrix Expo...

Yes, at the same hotel we had our summit...

Yes, on the same day...

Yes, at the same time...

I almost died!

Imagine going to a professional work event and having people walking around you in Leather, with fishnets and platform boots carrying whips...and asking you where their seminar was...

wow...

A Day in the Life: Education Services Day 6

I had a customer call because he was unable to sign up for a free trial to one of our products on our website.

(side note, to set up an electronic trial on our website, a credit card is required and our system is very specific...)

The customer was submitting his credit card number and he was getting an error message saying that the card was being rejected and to call his bank to inquire about the issue.

I asked the customer for his email address and confirmed his information was correct.

Me: Is <inset address> your billing address?

Customer: That is my home address.

Me: Ok, is that your billing address?

Customer: <Insert a very agitated tone> My billing address? What do you mean? I don't know what you are talking about!

Me: Your billing address...the address that is connected to your credit card. The address where your credit card bills are sent. Your billing address.

Customer: Oh, no, that is my home and I get my bills to the office...

Seriously?!

Who does that?!

Why would you NOT give the billing address connected to your credit card when filling out information on line?

Really?!

Only our customers....

A Day in the Life: Education Services Day 5

So, as you know I work for a newspaper. We have 5-day a week subscriptions and we have 1-day a week subscriptions.

The 1-Day a week subscription is for the Monday paper and it is delivered the Saturday before. (i.e. Monday 4/16 paper was delivered to customers on 4/14 -- most of the time and depending on their delivery route, Saturday is the earliest it would be delivered.

Now, in my new position I process email complaints about people missing papers etc.

Someone submitted a complaint that they missed the Friday, April 13 issue. I looked up his account and found that he is a 1-day a week subscriber, which means he, of course, missed the paper because, well he only gets the Monday paper.

I responded to his email and told him that we couldn't process his request because he is a Monday Special Subscriber only and this is the response I got (verbatim)

"The Monday special edition comes out on Friday night and is delivered on Saturday. Are you brain-dead? Change the request and give me credit for the Monday edition, please. "

WHAT?

Am I brain dead?

Really?

THAT was unnecessary!

I had to wait a moment, or 10 before I could reply to his email to make sure that I didn't get myself fired.

How rude!

A Day in the Life: Education Services Day 4

So with my new position, I am required to process emails.

No Papers, Address Changes, Vacation Holds, Product Questions, Technical Difficulties

Whatever you think, that is what I answer...(or at least that is where I will be shortly! - Right now I am focusing on Address changes and vacation holds, we are short on staff)

Because I am constantly going through emails, I have seen my fair share of crazy/silly/totally inappropriate email addresses.

This one takes the cake...

RAW_WEINER@*******

Um...?

Is my mind in the gutter?

Or is this totally, absolutely, utterly...

INAPPROPRIATE?!

2 things:

1) Do you email your grandma with that email?

2) Tell me, please tell me, is that email address on your resume?!

Get a real email

period. 

end of story.

A Day in the Life: Education Services Day 3

So, I was helping a customer today get on our website.

We needed to do quite a few things to get him set up and at the end of the call he gave me an interesting compliment...

This customer compared me to the McDonald's Drive thru...

Yes, you read right...

He told me that I had amazing patience and that I was perfect...

The exact opposite of the McDonald's Drive thru

I giggled a bit and then told him I would take that as a compliment

He told me that that was how I should take the comment

Customer: "You are the exact opposite, you have patience"

Well, thank you, Sir!

A Day in the Life: Education Services Day 2

I spent 58 minutes with a customer today because he couldn't get signed in to our website..

We tried everything

We cleared the history, temporary internet files and cookies

We added our website to his pop-up blocker list

We added our website to his trusted sites

We refreshed the screen

We restarted his computer

Everything in my brain tool box

Finally, the screen was white

Nothing was there

So I asked the customer if he was connected to the internet, on a hunch...

He told me he was...

I asked him to try a different browser window and see if he could open up a new screen in a different browser.

Same thing.

The screen was blank and said it couldn't access the page

So I had him test out going to our website and an error came up saying that he was not connected to the internet

58 minutes of troubleshooting and he wasn't even connected to the internet?!

Now I know to ask if a customer is connected to the internet first when a customer has any sort of problem!

A Day in the Life: Education Services Day 1

So, Today, is my first day in my new position.

After one week of training, I am all settled in my new job, which is a great way to end the week!

So I am going to start a new "A Day in the Life" Series. 

I will still be taking customer service calls, so those will continue to come...Don't worry :-) 

So I had my first real Education Services (eServ for short) and the gentleman wanted to talk to my supervisor about my outstanding service!

Score!

Happy Thursday to me, and all of you, of course!