Christianity vs Cutting Back Customer Service
Friday, March 6, 2009
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I'm on the cusp of falling into the hands of the devil. At work I am being told to reduce the time on the phone with a customer by giving them a less complete answer. This is so the company can meet their goal of doubling the business by using the same number of employees. If the customer is not willing to accept the short answer I am told to refer them to the store, the manufacturer, or the web site to self-serve. We are to do this despite the fact that the customer has paid extra money for "the peace of mind" of an extra warranty, and the customer service that goes with it, if a product breaks down.
This paring back of quality customer service is what just about killed me the other day. I went to the new No Frills after 6:00 pm and the first thing I did was ask if they would deliver. They said yes. Little did I know until after I was done shopping and had paid for it, that I was expected to ask for the exact time that the delivery service was offered. I had no way of knowing that the delivery service was stopped at 5 pm. All I could do was take the extra 2 hours necessary to take it all home on the city bus. The Access Bus is rarely available in the evening.
How can I, in good conscience, give an incomplete answer to a customer when I know the negative impact it had on me when I had to waste so much more of my precious free time because of someone else’s incomplete answer? Is it realistic for individuals to be expected to better phrase their questions so they can drag out enough specifics to get this complete answer?
The impact that the added stress has had on me is to increase my blood pressure, give me chest pain, and put me on the edge of a depression. It is killing me because I can't possibly remember to ask every little detail. When you have a disability, it also takes you so much longer to do the basic everyday tasks because there is so much more to remember. To have to remember to book the Access Bus several days in advance, is just one example of an extra time management task that I'm expected to take on.
I’m now also expected to make myself available at a time that is convenient for the medical establishment because they expect their suppliers to deliver on a day that is convenient for them or some have cut back staff so they can no longer come to my home to provide service. I can't keep up with impact of these cost savings cutbacks so, to have my work place expect me to do this to someone else, has put me into an emotional turmoil that is making me sick.
Doesn't God expect us to use our gifts, all of our gifts, to love and serve others? How can we, as good Christians, give less and less of ourselves at work, to our family and friends, stop the networking, the community, the answering of questions, the doing whatever is necessary to ensure a person isn’t expected to do everything on their own without help? Isn't this what Christianity is supposed to be all about?
I cannot deny the voice in my head, likely God, instructing me to give it my all to love and serve all. Besides, the best medicine I can take is to feel the positive satisfaction that comes from knowing I can use my skills, strengths and abilities to provide the good customer service that I’m so used to not getting.
It's hard to not know what to do to find a balance between my earthly and spiritual needs.
Please read my other blogs:
Transit: http://wheelchairdemon-transit.blogspot.com
Health Care: http://wheelchairdemon-health.blogspot.com
This paring back of quality customer service is what just about killed me the other day. I went to the new No Frills after 6:00 pm and the first thing I did was ask if they would deliver. They said yes. Little did I know until after I was done shopping and had paid for it, that I was expected to ask for the exact time that the delivery service was offered. I had no way of knowing that the delivery service was stopped at 5 pm. All I could do was take the extra 2 hours necessary to take it all home on the city bus. The Access Bus is rarely available in the evening.
How can I, in good conscience, give an incomplete answer to a customer when I know the negative impact it had on me when I had to waste so much more of my precious free time because of someone else’s incomplete answer? Is it realistic for individuals to be expected to better phrase their questions so they can drag out enough specifics to get this complete answer?
The impact that the added stress has had on me is to increase my blood pressure, give me chest pain, and put me on the edge of a depression. It is killing me because I can't possibly remember to ask every little detail. When you have a disability, it also takes you so much longer to do the basic everyday tasks because there is so much more to remember. To have to remember to book the Access Bus several days in advance, is just one example of an extra time management task that I'm expected to take on.
I’m now also expected to make myself available at a time that is convenient for the medical establishment because they expect their suppliers to deliver on a day that is convenient for them or some have cut back staff so they can no longer come to my home to provide service. I can't keep up with impact of these cost savings cutbacks so, to have my work place expect me to do this to someone else, has put me into an emotional turmoil that is making me sick.
Doesn't God expect us to use our gifts, all of our gifts, to love and serve others? How can we, as good Christians, give less and less of ourselves at work, to our family and friends, stop the networking, the community, the answering of questions, the doing whatever is necessary to ensure a person isn’t expected to do everything on their own without help? Isn't this what Christianity is supposed to be all about?
I cannot deny the voice in my head, likely God, instructing me to give it my all to love and serve all. Besides, the best medicine I can take is to feel the positive satisfaction that comes from knowing I can use my skills, strengths and abilities to provide the good customer service that I’m so used to not getting.
It's hard to not know what to do to find a balance between my earthly and spiritual needs.
Please read my other blogs:
Transit: http://wheelchairdemon-transit.blogspot.com
Health Care: http://wheelchairdemon-health.blogspot.com
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