Elevate the Customer Experience.

“I’d like to purchase these products please!”

Anyone who’s been unlucky enough to go shopping with me knows that is my customary greeting to cashiers as I plop my merchandise on the checkout counter. Usually they’re not expecting such candor from the long serpentine line of customers trying their damnedest to get out of the store as quickly as possible, so depending on their reaction (mild annoyance or curious amusement) I’ll either try to engage them in a little droll conversation or just clam up and pay for my goods.

It wasn’t always this way. I used to hate forced social interactions and stumble through them with the tension you’d expect from someone as awkward as me but about a year ago while stopping at Food Basics for a couple of bottles of Coke Zero and hair conditioner with my surrogate parents, I began to have a change of heart.

I should explain.

My friends Kyle and Callie a are couple with whom I spend the majority of my time. They’re usually the first ones to hear about any crises(plural) I’m going through and have on multiple occasions shown the ability to shake some sense into me and bluntly tell me when I’m acting like a fuck up. I’ve said before that they’re like parents who are the same age as me and I can get wasted and talk about sex with too.

Kyle scolded me for being a dick when being nice to the sweet innocent checkout girl requires a minimum effort and would probably make her day.

I started thinking about the possibility of making people’s days. It took me years to admit to myself that I could never don a cape and cowl and fight crime but now here was a real and simple way that I could inject a bit of positivity into the world.

So I started being nice to every retail and service industry professional I encountered. Making chit chat, telling jokes and always finding something to compliment them about. An ol’ shot in the arm as it were.

I sort of got hooked on it because I started to do it to real people. I made a decision to let everyone, friends and strangers alike, get a taste.

I went over to Kyle and Callie’s for dinner one night and right as I walked in the door I said to her “Callie, I don’t usually take the time to come out and say this, and for that I apologize, but you are looking lovely tonight.”

I learned that it’s fine when you do it to close friends and family but when you to it to strangers or even acquaintances, friends of friends, it can come across (at best) as flirty or (at worst) as super-goddamn-creepy-as-dicks.

I did it to K&C’s winsome redheaded neighbour and I think I really freaked her out.

So I had to pump the brakes a bit and went back to just being awful when it comes to social interactions.

That is except for, the genesis of this whole experiment, customer service reps.

A few months ago I had an issue with Rogers, my Cable and Internet service provider, and so I used their online live chat service to try and ask for help.

I’ve posted this before on Facebook but I think it bears repeating. I didn’t have the presence of mind to take any screenshots so what follows is a transcript of our conversation:

7:01 PM  Connecting…
7:01 PM  Connected. A support representative will be with you shortly.
7:01 PM  Support session established with Eric.
7:01 PM   Eric:  Hi, you’ve reached Eric, how may I help you?
7:01 PM   Joshua Alferez:  Eric, a fine strong name if I’ve ever heard one. I’m having difficulty logging on to the MyRogers website
7:02 PM   Eric:  Have you tried the forgotten password feature? If so, did you receive any type of error message when using the forgotten password link?
7:03 PM   Joshua Alferez:  Your site has erred on the side of caution. In an effort to keep my information secure it requires me to answer a “secret question” before it sends me a temporary password via email
7:03 PM   Joshua Alferez:  i dont remember my answer or my password
7:04 PM   Eric:  I can update the secret question and reset the password for you. In order to access your account, I will require some information from you. Please click on the following secure link to enter your personal information. You will notice I requested a four digit PIN. If you do not have one associated to your account, please leave this field blank. Please let me know when you are finished.
7:04 PM  Eric has sent a link: https://safesend.rogers.com/index.php?ut=c055fbfb2a0df99ca317eecd0143a979f73399c1b372093fdea5b19a0d9fb705&vq=y
7:06 PM   Joshua Alferez:  The task is complete, sir!
7:06 PM   Eric:  This will just take 1-3 minutes to bring up your account. While I am bringing up for account, is there anything else I can assist you with at this time?
7:07 PM   Joshua Alferez:  You’ve already been so helpful it would be selfish of me to ask for anything more dear lad
7:11 PM   Eric:  In order to reset your password, we will also require you to provide us with your preferred temporary password in the secure link I have just sent you.
7:11 PM  Eric has sent a link: https://safesend.rogers.com/index.php?ut=28b73b58e4d1889301dcbd7891fe4cd247a94aa888e80782e748f6bb58090d2b&vq=y
7:12 PM   Joshua Alferez:  done
7:13 PM   Eric:  I have successfully reset your Rogers.com password to the temporary password provided in the form. This temporary password will be valid for up to 24 hours. Once you log in, you will be asked to create a new personal password. Please ensure to store this password in a safe place for future use. Please go to rogers.com/signin and let me know if you can login.
7:16 PM   Joshua Alferez:  SUCCESS! It works, HUZZAH FOR TEAMWORK. We did it Eric, we did it. They all said we couldn’t but we proved them wrong
7:16 PM   Eric:  Thank you for choosing Rogers Live Chat. For your references your session id is: 152148899. Also, please feel free to bookmark our direct link www.rogershelp.com/chat. We are available between the hours of 7AM to midnight Monday to Friday, and 8AM to midnight Saturday and Sunday EST.
7:18 PM   Joshua Alferez:  I’m going to very upset in the sequel when you are revealed to have secretly been a robot this whole time. Curse your sudden but inevitable betrayal!
7:19 PM  Eric has ended the session.

You see that!?!?!

You can see how I tried my damnedest to engage the guy but he was giving me NOTHING.

Undaunted however I decided to try again.

A few days ago I used the service once more. This time I took some super lo-rez pictures for your enjoyment:

007008009As you can see Rob was just as unreceptive to my charm as Eric. When he responded so flatly to my introductory salvo of compliments I didn’t bother pressing the matter and just let the rest of the session play out mechanically like a long term relationship’s obligatory birthday sex.

It was just as unsatisfying.

Just a few hours ago I had my third interaction with Rogers Live Chat and it has reaffirmed my faith in humanity and has caused me to vow, anew, to be more social.

See for yourself:

016017018020Wow!

I grant you it’s not much of a two way conversation, it’s obvious I did most of the heavy lifting, but for the first time ever I got someone at Rogers to acknowledge the extemporaneous conversation I, up until this point, had been having with myself.

Persistence pays off.

I’m gonna keep trying to be friendlier and I think it’ll go a long way towards my ultimate goal of just being happier.

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