Shootin' the Breeze

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Archive for the tag “customer service”

Customer Service?

Miss Sugar was appalled.  Appalled I say!  She was appalled to find “evidence” of mice in our RV camper trailer.  I was appalled too.  So we decided to do something about it.  We decided to go into town and get some new mouse traps and moth balls.  (Moth balls are allegedly unpleasant to mice).

So we went to town in the pickup truck so we could bring the dogs.  I parked in the lot of a well-known chain store.  It is a store that has many departments, including clothes, electronics, jewelry, housewares, furniture, toys, recreation equipment, groceries, pharmacy, office supplies, and a garden department.  I thought maybe it would have mouse traps and moth balls.

Sugar said that she would wait in the truck with the dogs since I only had to run in and get two items.  She also asked me to get some dog treats.  I forgot to say the store has a pet food department too.  I thought I could handle it.  I did not even need a written list.

I used my intuition to find an aisle that had pest control items.  On the shelves were some poisons, such as D-Con.  To me, the drawback with poison is that the victims crawl off somewhere to die — and stink.  I prefer swifter justice by the guillotine method.  However, I did not find any old-fashioned traps.

Neither could I locate mothballs.

Aware that Sugar and the dogs were waiting, I decided to abandon my wandering and actually ask for help.  I went to the customer service counter at the front of the store.  I had to wait in line while the customer service lady helped others.  Then it was my turn.

“May I help you?” she asked.

I said, “Yes, I hope so.  I could not find mouse traps or moth balls.”

“If we have mouse traps, they would be by the poisons, such as D-Con, in aisle 23.”

“Oh, well, I found the poisons but saw no traps.”

“If we have them, that is where they would be, so check on aisle 23.”

“I did, so does that mean you don’t have them?”

“We might be out.  You could go check.”

“But I already did.”

“Well, that is where they would be.  If we have any.”

“Okay, what about moth balls.”

“Let me call on that.”

She called someone back in whatever department the moth balls were supposed to be located.  There were two kinds of moth balls shown on her computer screen there at customer service.

The lady listened to her co-employee on the other end of the phone and reported back to me.

“She says moth balls should be on aisle 31.  She looked, but did not see any.  If we have any, they would be there.  So you could go to aisle 31 and look.”

“But the person you called told you she could not find them, and she works in the department, so why would I walk back there?”

“Well, if we have them, that is where they would be.”

“Since the lady you called, who works in that department, could not find them, I would be in way over my head, so I will leave now.”

“Is there anything else that I can help you with?”

I went out the door, muttering about “anything else.”

I returned to the truck without dog treats.

“Did you remember dog treats?” Sugar asked.

“I remembered, but did not want to go through check out just with dog treats since they did not have mouse traps or moth balls.  We have to go to another store anyway.”

We went to a farm and ranch supply store.  It had plenty of traps.  There were many choices.  I asked about moth balls.  The girl showed me where they should be, if they had any.

They did not.  At least I don’t have to wonder.

P.S.  This store had dog treats.  So I got traps and treats.

P.P.S.  Next we must hunt again for the elusive moth balls.  First one has to catch the moth, I suppose.  I will use my imagination about harvesting the balls.

What We Have Here Is A Failure To Communicate

The title to this post is a famous quote from Cool Hand Luke.  It was said by the warden.  He was not referring to language differences.  I am. 

We have a rental property which was, as I have written recently, damaged by pot-growing tenants.  As a consequence, we made an insurance claim.  The adjuster sent us a check.  The check is payable to my wife and me, of course, as we are the policyholders.  However, the house has a mortgage, so another payee is on the check — the mortgage company, as “an additional insured.”  Therefore, that third payee has to endorse the check for it to do us any good.  

Now, if the mortgage was held by a local bank, as is the mortgage on the ranch, we could go to the bank and have an authorized officer of the bank endorse the check in order for us to have the money for the agreed repairs.  Sadly, our mortgage on the rental house was sold to a lender we do not know, which is headquartered in another state, and which, obviously, is staffed by persons for whom English is not their primary language.  Apparently, the customer service department has been out-sourced to another continent.  I whispered to Miss Sugar, “This gal ain’t from around these parts.”

Before the politically correct amongst us attack me for a failure to value diversity, allow me to point out that the purpose of a customer service department is to, well, serve customers.  When the service is performed by the telephone, it is valuable to speak the same language.  I don’t mind (most) accents.  I even kinda prefer Southern accents, based on having married a Texas bride.  I can understand Boston, New York, and Joisey accents.  I can understand the Fargo accent in the movie of that name.  I usually understand those who speak English with a Spanish accent.  I cannot identify the accent of the lady who was in our mortgage company’s service department, which is why I truly believe that she is presently in another continent, not that she came from a faraway land and culture, but she is clearly still there, yet has been hired to help, via telephone, customers in America, 

Miss Sugar took the phone and sweetly tried to obtain the address where we were to send the insurance check for endorsement and to inquire about the process and whether it may be expedited.  The two ladies talked for several minutes.  Sugar tried to write information on a sheet of paper.  I noticed that Sugar repeated herself a lot.  Poor Sugar, the mortgage lady does not speak Texan.  I doubt she understood, “Ah preciate y’all’s hep.” 

Sugar endeavored to repeat the spelling of the street name; however, to do so, it is vital that the letters of the alphabet be mutually understood. 

We have some information.  It is not entirely reliable.  I am not clear on whether the check is to go to Ohio or Iowa.  Miss Sugar cannot say for certain; i.e. “shuh.” 

Maybe we should just put Pakistan on the envelope and hope it gets to the proper person in Customer Service. 

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