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Tag: customer care

Call centric

Call centric

Published December 29, 2021

We’ve all had to call customer care at some point. Something breaks, something is not working, something needs to be returned, some parcel needs to be tracked, some refund needs to be appropriated – the reasons are many.

But do you really like speaking to customer care?

Most of us hate it, don’t we?

But those folks are so polite no?

They say “please”, they say “thank you for calling, have a nice day”, they also say “sorry to keep you waiting for such a long time”

So very polite. But we still don’t like most customer care experiences. Why?

Because these are mostly empty words. The commanding language or flowery vocabulary really doesn’t matter.

The only thing that does matter, is the deep desire to help the other person. If that is there, then nothing else is necessary.

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Factory reset

Factory reset

Published August 16, 2020

“Sir, please install anti-virus, restart your phone / laptop, and then your problem will be resolved.”, said the customer care executive to a worried customer caller. Not anywhere near the first time she said this, and certainly nowhere near the last.

This is not ground breaking advice. We’ve ourselves been at the receiving end of this many times haven’t we? If there’s a tech problem, please restart your device.

Post the restart or the factory reset, things indeed do function smoothly. All of the new apps, software, bloatware, ransomware, malware and whatnotwares that were clogging the device are now taken care of.

But where is the reset button for us human beings? How can we rid ourselves of all the anxiety, stress, burdens, toxic relationships and other problems?

The reset button is called Empathy. If we turn our focus outwards, if we work for others, work for the world, work for nature, then we will focus less on ourselves and our own little problems, and more on others. Unlike with phones and computers though, a reset will not erase both the good and the bad. Instead, our reset buttons retain the good, and eliminate the bad. What more could we want?

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