I heard some news today.
It wasn't my favorite and my reaction was more or less to be expected.
I was on my team call and leader announces that our procurement liason from customer is moving on after just barely a year. Not great news as we really liked her.
He goes on to mention that her replacement is Pro-competition vendor A ( not good news for us) and came from company A.
I speak up and ask "Is this person from Company A male or female?"
Leader responds "Male."
"Do you know his name?" I ask.
" I can't recall it. " he says.
"It wouldn't be Obnoxious Customer would it?" I ask
"Yes!! That's it!!! Do you know him?" leader asks....
I inwardly groan as I say exasperatingly....
"That guy is a jackass".
everyone laughs and tells me the usual "tell us how you really feel". I then say
"And that's the nicest thing I can say about him"
I go on to explain WHY I know this.
when I started my career at Top3TelecomCompany, I supported Obnoxious Customer's account at Company A. He left. I worked the year out. Then I was tranferred to Larger Company B. I happily supported this account for a year, then Obnoxious Customer Joined Larger Company B in NY. Not only do I now have to deal with him, but I am forced to see him week in and week out in his office. What joy for me. I then left that account in order to go to the Largest Company C that I currently support. I have been here now for 4 years.
He joined largest Company C on Monday. I am disgusted. Why Can't he leave me alone???? He's not a nice person, he screws people over all the time, his hidden agenda makes me nuts and to top it off there's the unethical behaviour that always makes me batty.
So I ping my director on IM and ask hiim it's true. He said simply:
YES!!!!!!!!!!!!!!!!!!!!
We both supported Company A and B in our recent past so both know what we are dealing with. Poor leader doesn't. So now I have to have a chat with him.
To top it all off, because of the long standing relationship I had with Company B, I developed quite a lot of friends there that I retain to this day. One of them lost her job 2 months ago because Obnoxious customer took her position after telling her he wasn't going to. Then he left 7 weeks later.
I couldn't get off that call to talk to her fast enough. I couldn't believe this was happening to me. Again. My director had a chat with her too ( we all worked together years ago ) last night for an hour.
I am planning to stay far away from this guys radar. Given his position and my historical lack of interaction at that level, it shouldn't be too hard.
Like I need more pressure ???? Lovely.
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Wednesday, June 13, 2007
Saturday, May 12, 2007
At the risk of sounding like a broken record
Dear Friends and Bloggers,
I realize to most of you who regularly read, I must sound like a broken record. I must sound like a whiny woman who is crying for the moon.
I have to tell you that this Blog is so important to me because this is the one place that I use to sound out my feelings, blow off steam without saying harmful things to people and to get som of my ideas andn opinions out there.
So therefore, if I seem repetitive, you need to chalk it up to the blow off steam and sound out my feelings portion of "why I blog". And while it is important to me that my readers, um, read, it is actualy more important that I get what I have to say off my chest.
I think the reason that I am overall handling these massive challenges that are coming at me all at once, better than I normally do, is because I blog. I put my feelings and opinions down and when I am done, I can walk away feeling better. I think more clearly and see the situation that may be bothering me slightly more objectively.
So I will start today by thanking you all for you patience, love and support.
****** ****** ****** ****** ****** ****** ****** ****** ******
Situations demanding my attention that cause me stress:
On Being President:
I have decided officially that I am not going to be president. I have no guilt feelings over this decision. It is the right one for me and I will stand by it. I am not afraid to tell my friends AND family that I just don't wish to hold that position. I have never wanted it and taking it on with out the desire, is just foolish. An not fair to the group.
On Feeling Foolish and Getting and Giving Help:
I am not embarassed or ashamed that I went to my priest for help and support. He asked me some questions that I knew were coming... I don't think I would have phrased them the same way, but thats neither here nor there. He acknowledged what he saw ( which is what everyone who has been in contact has seen) and understood why I remain involved in the situation at all. He also understands that what happened 10 years ago really plays a major part in what is happening today. Based on all the history and the current triangle / pay it forward / family illnesses situation, I have temporarily decided to wait and see. I can't and will not do this forever as my sanity cannot tolerate that. If I must, I will issue my ultimatum and fade silently away for awhile. I don't wish to do that. By doing that, I will inflict more pain on someone who is already tortured. I can't live with that even if it is the right thing to do for myself. I can't sacrifice someone else for my happiness. and Certainly not someone that I love. This topic is going to crop up now and again and I beg your indulgence on it as I am really not as good at this as I wish I were. I have wonderful friends, but I fear they are tired of listening to me.
Health:
I am continuing to exercize and eat right. I owe that to myself. I am looking better, my eyes are now adjusted to the contacts and I really like them. I tore one in half during my dress reahearsal and didn't even notice that half was stuffed in the corner of my eye! That was too funny.... My B/P continues to average right in the normal area.
Music:
My director is resigning tonight after our performance. He is sick of hte politics and the crap that is going on and I do not blame him. This is Romper Room for adults with some Choral MAsterworks thrown in. Depending on what happens with a new director ( A friend of mine was put up for the job already) I will completely support her but I am going to warn her, once she decides, what she is dealing with. This crew has never done that and I don't think it's fair. So I will do it myself and arm her with the information up front.
Family:
My stepmom is going to be very agnry and upset with me after this weekend. I really feel badly that I don't care that much. It's not that I don't care about her, but her reasons will be superficial and she will handle it by badmouthing me behind my back. I wish I could care abouot that, but I really can't. She will get one warning if I hear it, and then after that, she is on her own. I don't have that much tolerance these days.
Please do not mistake this for "A plan checkpoint". It's not. It's just me outlining the area's in my life that are causing me stress and where I am at.
If I take everything else away - the reason I went to see my priest is the biggest one weighing on my mind.
I hope everyone enjoys a Happy Mothers Day!
I realize to most of you who regularly read, I must sound like a broken record. I must sound like a whiny woman who is crying for the moon.
I have to tell you that this Blog is so important to me because this is the one place that I use to sound out my feelings, blow off steam without saying harmful things to people and to get som of my ideas andn opinions out there.
So therefore, if I seem repetitive, you need to chalk it up to the blow off steam and sound out my feelings portion of "why I blog". And while it is important to me that my readers, um, read, it is actualy more important that I get what I have to say off my chest.
I think the reason that I am overall handling these massive challenges that are coming at me all at once, better than I normally do, is because I blog. I put my feelings and opinions down and when I am done, I can walk away feeling better. I think more clearly and see the situation that may be bothering me slightly more objectively.
So I will start today by thanking you all for you patience, love and support.
****** ****** ****** ****** ****** ****** ****** ****** ******
Situations demanding my attention that cause me stress:
On Being President:
I have decided officially that I am not going to be president. I have no guilt feelings over this decision. It is the right one for me and I will stand by it. I am not afraid to tell my friends AND family that I just don't wish to hold that position. I have never wanted it and taking it on with out the desire, is just foolish. An not fair to the group.
On Feeling Foolish and Getting and Giving Help:
I am not embarassed or ashamed that I went to my priest for help and support. He asked me some questions that I knew were coming... I don't think I would have phrased them the same way, but thats neither here nor there. He acknowledged what he saw ( which is what everyone who has been in contact has seen) and understood why I remain involved in the situation at all. He also understands that what happened 10 years ago really plays a major part in what is happening today. Based on all the history and the current triangle / pay it forward / family illnesses situation, I have temporarily decided to wait and see. I can't and will not do this forever as my sanity cannot tolerate that. If I must, I will issue my ultimatum and fade silently away for awhile. I don't wish to do that. By doing that, I will inflict more pain on someone who is already tortured. I can't live with that even if it is the right thing to do for myself. I can't sacrifice someone else for my happiness. and Certainly not someone that I love. This topic is going to crop up now and again and I beg your indulgence on it as I am really not as good at this as I wish I were. I have wonderful friends, but I fear they are tired of listening to me.
Health:
I am continuing to exercize and eat right. I owe that to myself. I am looking better, my eyes are now adjusted to the contacts and I really like them. I tore one in half during my dress reahearsal and didn't even notice that half was stuffed in the corner of my eye! That was too funny.... My B/P continues to average right in the normal area.
Music:
My director is resigning tonight after our performance. He is sick of hte politics and the crap that is going on and I do not blame him. This is Romper Room for adults with some Choral MAsterworks thrown in. Depending on what happens with a new director ( A friend of mine was put up for the job already) I will completely support her but I am going to warn her, once she decides, what she is dealing with. This crew has never done that and I don't think it's fair. So I will do it myself and arm her with the information up front.
Family:
My stepmom is going to be very agnry and upset with me after this weekend. I really feel badly that I don't care that much. It's not that I don't care about her, but her reasons will be superficial and she will handle it by badmouthing me behind my back. I wish I could care abouot that, but I really can't. She will get one warning if I hear it, and then after that, she is on her own. I don't have that much tolerance these days.
Please do not mistake this for "A plan checkpoint". It's not. It's just me outlining the area's in my life that are causing me stress and where I am at.
If I take everything else away - the reason I went to see my priest is the biggest one weighing on my mind.
I hope everyone enjoys a Happy Mothers Day!
Wednesday, October 18, 2006
Flexible spending - Just how flexible is it???
I have had a FSA now for about 3 years. My particular one allows me to use a debit card from their company in addition to submitting paper claims.
For those of you unfamiliar with this, in short, this is an account that your company will automatically take pre-tax money from your check and deposit it in this account for you to spend on medical co-pays, prescriptions, child care, OTC meds and supplies etc. Basically, it saves money in the long run.
The IRS has rules for these accounts as well. The FSA company that my place of business uses is called Payflex. They have diferent levels of service as most companies do. For my place of business, we are somewhere in the middle. The rules that the IRS had when I first joined the account 4 years ago, were, any charge on the card that was not an even dollar amount required a receipt to be faxed to them to verify that the card is being used properly.
They changed the rules, but did not notify the plan participants. Now one must submit receipts for every single thing. I think that makes more sense, though there communication skills could be re-vamped a little.
So, let me tell you why I chose this topic today. I logged into the website to verify the status of my card as it was declined and I have an obscene amount of money still available. There is no bill to pay since its prepaid, so I am confused. I can only see the words "permantly inactive" on the screen and my head spins around.
So I call the company and I get a young chick with attitude.... just my luck, someone who likes to fight, working customer service. This aught to be good. I explain my issues to her, she, nicely at first, advised me that new cards had been shipped - in January of 2006. Clearly mine didn't arrive, and my old was working till recently. So I share that with her and she tells me its not possible. Of course, my card activity proves her wrong, which sent her into a tailspin. She reviews the account and tells me that my new card will not be shipped to me until I clear up some receipt paperwork that is missing.
I can't tell you how I reacted but picture Linda Blair and your probably close. I was provided by the individual I was working with 6 items that needed paperwork. I hit the roof because well over half had been provided more than twice and some up to 5 times. with verbal confirmation. I wanted confirmation in writing but they don't do that for paperwork to back up card claims, only paper claims.
So now, I have to spend the time to locate these 6 items in my files, some as far back as 2004. You have to be kidding me. 2004???? Thank goodness it was 20 dollars because the vendor I used may not have the information I need on this if I cannot find it myself.
The other half of the problem is my laptop crashed in July. I lost all my medical records, electronic receipts etc. This means that i have to go back to Medco, CVS and FamilyMeds and hope they can assist me in re-constructing my records so I can have my card released.
It's a pain in the butt however this year my benefits plan is changing and I am going to need this card more than ever. I will now be paying a percentage of prescriptions rather than just a flat fee like this year.
I'm not sure that the title Flexible account is accurate. Though when the card is working its flexible and peace of mind during emergencies, however the upkeep and maintenance is a pain in the butt. Mostly becuase these people operate soley by fax. I would LOVE them to use emails. I put in the suggesstion with psycho girl that they should send email notificiation of receipt of all documentation whether its for a paper claim or a card claim and they should also accept email documentation as well. I'm not holding my breath but it would sure make things easier for me.
For those of you unfamiliar with this, in short, this is an account that your company will automatically take pre-tax money from your check and deposit it in this account for you to spend on medical co-pays, prescriptions, child care, OTC meds and supplies etc. Basically, it saves money in the long run.
The IRS has rules for these accounts as well. The FSA company that my place of business uses is called Payflex. They have diferent levels of service as most companies do. For my place of business, we are somewhere in the middle. The rules that the IRS had when I first joined the account 4 years ago, were, any charge on the card that was not an even dollar amount required a receipt to be faxed to them to verify that the card is being used properly.
They changed the rules, but did not notify the plan participants. Now one must submit receipts for every single thing. I think that makes more sense, though there communication skills could be re-vamped a little.
So, let me tell you why I chose this topic today. I logged into the website to verify the status of my card as it was declined and I have an obscene amount of money still available. There is no bill to pay since its prepaid, so I am confused. I can only see the words "permantly inactive" on the screen and my head spins around.
So I call the company and I get a young chick with attitude.... just my luck, someone who likes to fight, working customer service. This aught to be good. I explain my issues to her, she, nicely at first, advised me that new cards had been shipped - in January of 2006. Clearly mine didn't arrive, and my old was working till recently. So I share that with her and she tells me its not possible. Of course, my card activity proves her wrong, which sent her into a tailspin. She reviews the account and tells me that my new card will not be shipped to me until I clear up some receipt paperwork that is missing.
I can't tell you how I reacted but picture Linda Blair and your probably close. I was provided by the individual I was working with 6 items that needed paperwork. I hit the roof because well over half had been provided more than twice and some up to 5 times. with verbal confirmation. I wanted confirmation in writing but they don't do that for paperwork to back up card claims, only paper claims.
So now, I have to spend the time to locate these 6 items in my files, some as far back as 2004. You have to be kidding me. 2004???? Thank goodness it was 20 dollars because the vendor I used may not have the information I need on this if I cannot find it myself.
The other half of the problem is my laptop crashed in July. I lost all my medical records, electronic receipts etc. This means that i have to go back to Medco, CVS and FamilyMeds and hope they can assist me in re-constructing my records so I can have my card released.
It's a pain in the butt however this year my benefits plan is changing and I am going to need this card more than ever. I will now be paying a percentage of prescriptions rather than just a flat fee like this year.
I'm not sure that the title Flexible account is accurate. Though when the card is working its flexible and peace of mind during emergencies, however the upkeep and maintenance is a pain in the butt. Mostly becuase these people operate soley by fax. I would LOVE them to use emails. I put in the suggesstion with psycho girl that they should send email notificiation of receipt of all documentation whether its for a paper claim or a card claim and they should also accept email documentation as well. I'm not holding my breath but it would sure make things easier for me.
Thursday, September 14, 2006
CLIA
Has anyone else seen the latest advertising campaign for government work? Specifically, the commercials on NBC for the CIA.
That's right the Central Intelligence Agency WANTS YOU.
Now, I am not one to bash our government or any of its parts. I may not agree with them, but I don't subscribe to name calling or bashing, I simply state my opinion. I use my words. And I try to get involved to effect change at the level that I am at.
However this is the most absurd thing I have ever seen. This commercial is begging the public to join the "secret and Clandestine" forces of the CIA.
Now I ask you - Just exactly how secret and clandestine is it, if they have a 2 minute spot advertising that they are down in numbers and please join them on National Television?
Think about it. Recall the Army, Navy, Air Force, Marines and the respective Reserves commercials looking for recruits? Uncle Sam Wants You, Go to College on the GI bill and then imagine what an illegal terrorist in our country could be surmising from these National commercials? I can say that as an American when I see those commercials I get a few thoughts in my head. One is that they are trying to keep a positive message out there to young people to keep this option open. The other is that our troops are low or not on the home front these days? It does beg a question in my mind.
Clearly they must advertise like everyone else. Colleges Advertise, Churches advertise. If you don't get your establishment publicized in some form or fashion how will people know about it? I just wonder who their in house publicity team is and how wise it is to advertise in this fashion. I'm assuming our tax dollars are hard at work paying the best of the best in advertising so of course I am confused by the language chosen.
Come on now. It really LACKS intelligence to tell the free world that our Centralized Intelligence Agency is down for the count and we are looking for recruits on National TV. If they had stuck to that specific language it probably wouldn't be so bad. But they added the words "secret and Clandestine". That just made me think that these people are just not that bright. I mean. If it is "secret" why broadcast. Have they even looked up the definition of the word Clandestine?
The fact is we all know what the CIA is, more or less. Does the public know the details? Not as much as you would think. The CIA has gotten a good deal of bad press in the past few years. However they are a necessary part of our government and they are tasked with the difficult job of providing the information needed to keep this Country safe. Then they go and put up this commercial. I really question their good judgement. Or hell, their judgement, good or otherwise.
Perhaps Dustin Hoffman was right - maybe it is the "Central Lack of Intelligence Agency" after all.
That's right the Central Intelligence Agency WANTS YOU.
Now, I am not one to bash our government or any of its parts. I may not agree with them, but I don't subscribe to name calling or bashing, I simply state my opinion. I use my words. And I try to get involved to effect change at the level that I am at.
However this is the most absurd thing I have ever seen. This commercial is begging the public to join the "secret and Clandestine" forces of the CIA.
Now I ask you - Just exactly how secret and clandestine is it, if they have a 2 minute spot advertising that they are down in numbers and please join them on National Television?
Think about it. Recall the Army, Navy, Air Force, Marines and the respective Reserves commercials looking for recruits? Uncle Sam Wants You, Go to College on the GI bill and then imagine what an illegal terrorist in our country could be surmising from these National commercials? I can say that as an American when I see those commercials I get a few thoughts in my head. One is that they are trying to keep a positive message out there to young people to keep this option open. The other is that our troops are low or not on the home front these days? It does beg a question in my mind.
Clearly they must advertise like everyone else. Colleges Advertise, Churches advertise. If you don't get your establishment publicized in some form or fashion how will people know about it? I just wonder who their in house publicity team is and how wise it is to advertise in this fashion. I'm assuming our tax dollars are hard at work paying the best of the best in advertising so of course I am confused by the language chosen.
Come on now. It really LACKS intelligence to tell the free world that our Centralized Intelligence Agency is down for the count and we are looking for recruits on National TV. If they had stuck to that specific language it probably wouldn't be so bad. But they added the words "secret and Clandestine". That just made me think that these people are just not that bright. I mean. If it is "secret" why broadcast. Have they even looked up the definition of the word Clandestine?
The fact is we all know what the CIA is, more or less. Does the public know the details? Not as much as you would think. The CIA has gotten a good deal of bad press in the past few years. However they are a necessary part of our government and they are tasked with the difficult job of providing the information needed to keep this Country safe. Then they go and put up this commercial. I really question their good judgement. Or hell, their judgement, good or otherwise.
Perhaps Dustin Hoffman was right - maybe it is the "Central Lack of Intelligence Agency" after all.