Showing posts with label Hawaii. Show all posts
Showing posts with label Hawaii. Show all posts

11 July 2019

The Long Overdue Revenge of the Customer Service Representative

by Brian Thornton

Aloha from Maui!

Every time I've driven past the signs for Kihei in the past week, I've thought of old pal and fellow Sleuthsayer R.T. Lawton, and his better half, Kiti. (And they know why!).

As I sail toward the end of the first real vacation my family has taken in years, my thoughts have been on an amazing and amusing thing that happened to me during the final week of the school year a couple of weeks back.

One of my students (hard-working, charismatic, a real leader, just a fine young lady) informed me that her mother works for the credit union where I and my family do most of our banking. "Oh," I think to myself, "Small world."

Turns out there was more.

"My mom finally remembered where she recognized your name from," this amazing kid went on.

"From the credit union?" I said, still not quite getting it.

"Yep. She sees your name quite a bit there."

These are vacation pics and having nothing to do with this post: that's the island of Kaho'olawe across the bay.
Casting back in my memory to try to recall whether I had any recent NSF fees (Hey–no judgement. Most of us have been there at one time or another, after all.), I asked, "What does your mom do at XXXX Credit Union (Not its real name)?"

"She's Quality Control for Customer Service."

This information sends my thoughts in a new direction. Have I complained about the service I've received lately? Nope. Does that mean someone's complained about me? Is that even a thing customer service folks even do?

I asked myself this last question because a few decades back, I was one of those people working in a variety of entry-level customer service jobs. It was some of the hardest and least rewarding work I've ever done. I worked in food, in hospitality, in transportation, all while working my way through college so that I could embark on a different–yet–not–all–that–different type of customer service: teaching.


Back in those days (and we're talking the early '90s here) one customer complaint could mean the end of your employment (I didn't have a union job until I started teaching, everywhere I worked was a one-counseling session and you're fired kind of place.). I know this because at least once I got fired because of a customer complaint.

Well, that and the fact that the guy who fired me (someone who really put the "ass" in "assistant manager.") was a real piece of work.

But that's another story.

These and other memories were washing over me during my conversation with that awesome student of mine. So I said: "Quality Control, huh? She fields complaints, things like that?"

"Yep," Awesome Kid (not her real name, but it might as well be) said.

"Does she like her job?"

"She does. And she likes you."

I cudgel my brain trying to recall whether I've ever met Awesome Kid's mom. Nope. I'm pretty sure I'd remember. She didn't come to conferences, and I didn't see her at Open House. So that surprises me.

"She likes me?" I ask, all intelligence and awareness, now.

"Yes. You're one of the highest-rated customers they have."

I blink at her, not comprehending. "They rate customers?"

She nods. "And the customer service reps all really love you. You get high marks all the time and you're near the top of their list."

And just like that, with this small kindness, Awesome Kid made my year.

The island of Lana'i (left) and the West Maui Mountains (right) framing a spectacular sunset

My early experiences with the downside of customer service (being the one to catch the irate call, or get someone's order wrong, or commit one of thousand small errors) have informed my interactions with the people who work in those positions ever since my own days in customer service, lo those many moons ago.

In the years since I've striven to be patient, to be polite. To be courteous and respectful, even when I'm pretty pissed off about something.

Because, nine times out of ten, it's not the fault of the person I'm talking to. They're there because they picked up the phone, took the chat request, what-have- you.

I've never forgotten what it's like to be on the other end of that call, and I hope I never do.

So it did my heart good to know that customer service reps are getting a chance to rate their interactions with clients: getting a voice in how that back-and-forth went. Because, hey, it's a hard job. And it usually doesn't pay all that well.

Plus, I gotta admit, I like that someone on the other end of that phone call notices how I try to treat them well.

After all, Couldn't we, each and every one of us, use a little more humanity in our daily interactions?

This is why I've been tipping people left, right and center (something I do religiously anyway) over the last week, and will until we head for home.

Like I said before, it's a tough job, and people don't get paid a whole lot to do it.

And that's all I've got for this go-round. I hope you're all having a wonderful and productive July.

Mahalo, and see you in two weeks!




23 March 2015

The Detective Doctor

by Melissa Yi

"You see, doctors are detectives, are they not, Rra? You look for clues. I do too.”
--Mma Ramotswe, proprietrix of the No 1 Ladies' Detective Agency. "Doctors, detectives, and common sense," by Alexander McCall Smith

Mystery readers are clever, so you may have deduced that your newest SleuthSayer (moi) is also an emergency physician. I consider this great training for my detective alter ego, Dr. Hope Sze, because medicine trains you to…


1. Talk to people.


On a vacation in Hawaii, I met a 29-year-old who’d been retired for a year. Who does that? I set about quizzing him. How did he do it? Why was he so eager to make bank? I could tell he wasn’t crazy about answering me, so I explained, “I’m an emergency doctor! My job is to extract the most amount of information in the least amount of time.”

Granted, a detective may be more tactful than me. But we both have to learn how to ask intelligent questions, listen to the answers, and throw out the B.S.


Ancient Hawaiian justice system: if you broke a kapu (sacred law),
your only hope was to swim to a sacred place of refuge
like this one at Puuhonua o Honaunau National Historical Park.

2. Learn patience.

You know how long doctors slog in school? I spent 25 years of my life from kindergarten until my emergency fellowship. And I’m not, say, a vascular surgeon with seven years of residency under my belt. Plus they estimate that doctors spend 50 percent of their time doing paperwork. You never see ER, Nurse Jackie,and Grey’s Anatomy spending half their waking hours on forms.

As for detectives, the New York Times recently published the provocatively-titiled essay, The Boring Life of a Private Investigator.

For both of us, TV cuts out the dull bits and maximizes the drama. Wise move.

3. Use your powers of observation as well as technology.

Once my senior resident told me, “The more I practice, the more I realize that the history and physical exam don’t matter. It’s all the tests you order, like the ultrasound or CT.”

Within the hour, the attending staff asked me, “Did you see bed 4?”

“Yes.”

“Did you notice anything unusual on the physical exam?”

“I noticed a systolic murmur.”

“That senior resident [a year above you] missed a grade III aortic stenosis murmur. You could feel the delayed upstroke during systole.”

Which may sound like jibber-jabber to people outside the trade, but what it means is, even in the age of technology, you should use your brain at all times. The imaging and other technology will help you, so you may end up doing the right thing, but you can look like an idiot.

Or, to quote Sherlock Holmes in The Hound of the Baskervilles, “The world is full of obvious things which nobody by any chance ever observes."

At the moment, I’m enjoying both medicine and writing. As Dorothy L. Sayers’ detective said in Whose Body?: “It is full of variety and it forces one to keep up to the mark and not get slack. And there's a future to it. Yes, I like it. Why?"

So if you’d like to follow how my fictional medical resident became a detective in her spare time, take a gander at Dr. Hope Sze.

Or if you can take medical stories straight up, for the next week, I’ll also post a free excerpt from my book, Fifty Shades of Grey’s Anatomy.

What do you think? Does medicine train you for detective work? Or is another profession better? Let me know in the comments.

And tune in on April 6th, when I plan to talk about book trailers.