12/06/2006
Works for me Wednesday - Customer Service
My Works for me Wednesday this week is about dealing with Customer Service Desks.
Since I started work in Ireland, I have always worked in Customer Service. I like the job and always get excellent feedback from customers. Being a Customer Service Rep (CSR) does not have to be terrible, but it sure can be sometimes. I firmly believe that to have a good customer service experience both the agent and the caller need to work together.
The agent needs to be friendly, efficient, knowledgeable and willing to go the extra mile. They chose to be in that profession and my feeling is that if it’s a job worth doing, it’s a job worth doing right.
The caller can make all the difference to the call by taking the following things in to consideration
• If you are calling the customer service desk, have all the relevant paperwork handy. You will be asked for your membership/account/tracking/reference number.
• Also have a pen and a notepad handy. (I have a zipper binder with the relevant papers, a pad, a calculator and a pen in front of me when I call.)
• When the call is answered, take down the agent’s full name. Feel free to ask for it if you didn’t catch in the first time. Also jot down the date and time of the call.
• Be short, sharp and to the point. The CSR will ask the relevant questions. It’s easy to get caught in a ramble. Remember, the quicker the CSR can start asking you the relevant questions, the quicker you are likely to be off the phone again.
• During the call, takes notes of what the CSR is saying.
• At the end of the call, confirm that your query is completed. “So, you will refund this money to my credit card and it will be there by Thursday?”
• If the answer is not what you are looking for, don’t shout or be rude. This will NOT get your query solved quicker and is more likely to make the CSR move you down on his or her priority list
• If the CSR is rude to you don’t get rude back, just ask for their supervisor. Believe you me, a CSR does not want that to happen. If they hang up on you, you have their name! If their direct team-leader is not to your satisfaction, go higher up the line. It’s part of their job.
Stick to these guidelines and the experience will be a better one for both you and the CSR!
Check out Rocks in my Dryer for more tips!
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11/29/2006
Works for me Wednesday - Good Manners
My Works for me Wednesday this week, covers Good Manners.
When Munchkin answers a question, I want her to say "Yes, Mamma" rather than just "Yes." We also insist on "Please" and "Thank You". The latter is very common here, the former? Not so much. My MIL asked me why I do that. Well, it was something that was hammered on when I was a child. For me, it's good manners. We don't ask her to call us "Sir" or "Ma'am", but neither did we play marbles together in the playground and she should be aware of the difference. When she doesn't hear us properly, she says "Pardon?" rather than "What?".
Lately, I find that there is a severe lack of manners in children and parents alike. And I think it's a shame.
When I was a kid, if I would walk in to the sitting room, and there would be an adult sitting there, I had to go over, shake the person's hand and introduce myself. (This could take quite some time, say at a birthday....)
If we went out for a meal somewhere, it was normal to be polite to the waiter/waitress. "I'd like a *insert yummy dish here*, please."
There is a certain formality in the Netherlands. This can seem a bit cold but at the same time, it's also a safety net. A comfort blanket. If you know the rules, you will be able to handle yourself in company. You will be able to carry yourself well and with confidence.
I never received etiquette lesson's as such, but I am very happy that my parents gave me these basic skills.
There are lots of tools to help you. Even Barney teaches manners and you can get books on the subject.
But, the best way to teach manners, I think, is to have good manners yourself. There is a difference between what's considered good manners in Ireland and what's considered good manners in The Netherlands, but we are finding the golden middle-ground.
When Paddy and I have good manners in our every day life, it will be normal for Munchkin too. And I think that's what's key. To make it so normal, that it's an automatic thing for her. We say "Please" and "Thank you" to each other, including Munchkin. Treat each other with respect.
She will not be having a cotillion or a debutante ball anytime soon, but she will have the basics. It's one of our gifts to her.
Teaching good manners, by having good manners - Works for Me!
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11/15/2006
Works for me Wednesday - Christmas Edition
Christmas "Works for me Wednesday"
I *heart* Christmas. I love the sounds, the smells, the anticipation. Plus, it's Munchkin's birthday on the 27th, so that's added an extra sparkle to the season for us. :-)
For me, good preparation goes a long way towards having a nice Christmas. I tend to have all my shopping done by early November. Then, I can just sit back and enjoy the holidays.
The first year we spent Christmas at my MiL, I was stunned by the amount of gifts under the tree. It was like Santa's Grotto in there. I had never seen anything like it. Beautifully wrapped presents everywhere. By the evening, the whole house was covered by scattered pieces of wrapping paper and toys were strewn all about the place. When it was time to go home, most children couldn't even remember which toys were theirs
They had received so many toys, that they couldn't see the forest for the trees. It was a real eye-opener.
This year, we have started a Chris Cringle for the adults as well as the children. Each couple pulls one Child's name out of a hat and only buys for that child and their own children. This way, there's still presents to open together. There's still the "everybody together under the tree" time, but there is no overkill. And, of course, it saves a lot of money in an already expensive time of year.
More tips:
*If you have a paper/cardboard recycling wheelie-bin, make sure you put it out on collection day before Christmas. (We forgot last year!!) You will need the space for the wrapping paper! The plastic "window" on toy boxes are usually only glued in slightly and are easily removed in one smooth motion. The rest of the box can then still go in the recycling bin.
*Keep a pair of scissors handy (out of kiddies' reach, of course) when the kids are opening their presents. The amount of cello-tape and wiring it apparently takes to keep Barbie in place is unbelievable!
*If things need assembling, do it on Christmas Eve. Then throw a blanket over it for Christmas Morning if it's an awkward size/shape to wrap. Your child will be a lot happier with a toy they can play with straight away. And who has time for assembly on Christmas day?
*Buy a stash of different sizes batteries. Lidl do batteries and you can buy different packs for quite a reasonable price. You just know that someone will give a battery operated present, without the batteries....
A Well prepared Christmas - Works for Me!
Looking forward to reading everyone's Christmas WFMW Idea's at Rocks in My Dryer!
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11/08/2006
Works for me Wednesday - MSN Messenger
Works for me Wednesday - MSN Messenger
Most of you will probably think I am incredibly slow in catching on to this but here goes. Last week, I installed the latest version of MSN Messenger. This version facilitates both video and audio links. Then, last Saturday, my parents and I both bought webcams with built in microphones. (I bought this one, for about €23,- )
That evening, Munchkin was seeing her grandparents and talking to them through the laptop. She was waving and blowing kisses. loving every second of it! As we pay a set fee for the broad-band connection, there are no extra costs for calling like this and I am already looking forward to seeing how much less our next phone bill will be! I am loving the way I can stay in touch, and even see, family and friends so quickly and easily.
They are in The Netherlands, I am in Ireland, yet we can see in to each other's sitting room and chat about whatever we like, without worrying about clocking up too much phone time!
MSN-Messenger web chats - Works for me!
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09/27/2006
Works for me Wednesday - First Aid
Works for me Wednesday - First Aid
When I was getting a cup of tea last week in work. I saw a pair of pastry tongs laying on the floor. Fearing someone would trip over them, I bent over to pick them up. And what happens? Yup! I proceed to tip the boiling hot water right over my wrist and the left part of my chest!
It hurt like you wouldn't believe and I ran to the toilets to keep my wrist under cold running water. When I was able to speak again (Yes, there were sobs, come on, I got a fright and did I mention IT HURT?) I called my team lead and asked her to bring down the Savlon First Aid Kit I keep in my desk.
The First Aid boxes in my office are woefully badly stocked and my HR department informed me that it was not a legal requirement to stock burns cream. So, I spent about 8 Euros on my own, and man, am I happy I did! Now, I was able to take care of the burn to prevent blister forming and ask my team lead to drive me home so I could have it checked out.
So, keeping a first aid kit in your desk, car and home. Works for Me!
More great tips over at Shannon's "Rocks in my Dryer"
PS: If you have e-mailed me, or left comments. I am sorry for not replying! My Hotmail and/or laptop (have to suss out which is causing the problem) is acting up and I am yet to be able to fix it!
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09/20/2006
Works for me Wednesday - Children's Tooth brushing
When Munchkin was little, she did not like it when we brushed her teeth. In fact "not like" is quite the understatement. She would scream bloody murder when she would even see the toothbrush! But I was, and am, adamant. I would rather have her screaming on my lap, getting her teeth brushed, than her sitting screaming in the dentist's chair at age 3 with cavities. And now, she loves brushing her teeth! We make a big deal of how pretty and white her teeth are, but we also implemented some role playing.
There are two toothbrushes in her bathroom, a blue one for me, and a pink one for her. The blue one is the "Mamma"- toothbrush and the pink one is the "Baby"-Toothbrush. First, I will brush one side while she brushes the other side and then we switch.
Then, I brush all her teeth singing (To the tune of here we go 'round the mulberry bush): "This is the way we brush your teeth, brush your teeth, brush your teeth. This is the way we brush your teeth, twice every day.
In and out and Up and Down, In and out and Up and Down, In and out and Up and Down, Twice every day!"
Then the "Mamma"- toothbrush asks the "Baby"-Toothbrush if she was paying attention. "Baby"-Toothbrush will say "Yes Mamma Toothbrush" and proceed to show "Mamma"- toothbrush how well she can brush Munchkin's teeth too.
No more drama's at bed- and morning time! Tooth brushing fun: works for me!
Check out Shannon at Rocks in my Dryer for more great tips!
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08/30/2006
Works for me Wednesday - Reading and Writing
That time of the week again! My works for me Wednesday this week has to do with learning to read and write.
I was reading from a very early age, but my penman ship left a bit to be desired.
So, my grandmother and I started corresponding. She only lived a 20 minute drive away but every week we would write each other a letter.
One of my fondest childhood memories is waiting for the mailman to arrive, or rushing home after school to see if there was any mail yet. Then, to sit down with my mam to read the letter and compose a new one together.
The letters were your basic "Hello Granny, how are you? I hope you are well? I am fine. " from my side but my Granny has kept them. So, in one go, I got to practice my penmanship, have a special activity with my Granny and mother and make a nice record of my life as a kid!
She has since done this with my little cousins too as they started to learn to read and write. A family tradition has been created and I really would like Munchkin to take it up too when the time comes.
In the age of e-mail and instant messaging. (Don't get me wrong, I love that too! Backspace was MADE for me!) I find that actual letter writing has been pushed to the side more and more and I think it's a shame. There's nothing quite like seeing a nice letter on your mat. (Instead of this incessant bills! ;)
I still like writing letters to friends and family but trying to find nice stationary is quite the task. I have not been able to find anything really nice for a very long time. If anyone knows of any place to get nice stationary (that deliver to Ireland.) Please let me know!
So, letter writing - Worked / Works for me!
Check out Shannon at Rocks in my Dryer for more!
00:20 Posted in Works for me Wednesday | Permalink | Comments (8) | Email this
08/16/2006
Works for me Wednesday - Coffee
It's that time of the week again!
This week, I am "cheating" and using something I already posted about. My Senseo machine.
We have wanted one for a while and when I saw that they were much cheaper in the Netherlands we caved and purchased this one:
In the mornings, I couldn't be bothered to brew a pot of coffee as this would take too long and I does likes my sleep! Every minute in bed counts. And I hate, hate, hate instant coffee.
Now, I walk in to the kitchen, hit the button, and by the time I have my shoes on, my cup of deliciously aromatic, frothy covered coffee is ready!
My (sorry, Our! ;) ) Senseo machine: Works for me.
As always: Check out Rocks in my Dryer for more!
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08/02/2006
Works for me Wednesday - Cross Packing
Cross Packing
(That sounds almost like an alternative lifestyle, doesn't it? :-) )
Right, this week's entry is about traveling. We will be going on our first, all-three-of-us-together, family holiday in almost 2 years soon!
Munchkin is now big enough to warrant her very own suitcase.
Now, the temptation would be to assign a suitcase for each person. However, after having had my suitcase be delayed by a few days and be stuck without any of my things on several occasions: I have seen the error in my ways.
So: we are Cross-Packing. We are still taking the three suitcases. But, our things will be divided across all three. Each suitcase will have sets of clothes for all three of us. This way, if a suitcase is delayed, one of us doesn't end up washing their underwear in the sink every night until the case arrives!
Essentials like medication and contact lens fluid go in my carry on luggage for safe keeping.
Cross-Packing - Works for me! :)
Check out Shannon at Rocks in my Dryer for more fantastic ideas!
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07/26/2006
Works for Me Wednesday
Works for Me Wednesday time again! (Check Shannon's site for lots more!)
I love, love, love to read. When Munchkin was a baby, I would read stories to her before putting her down for the night. We went though "Guess how much I love you" more times than I can remember. (I hadn't heard of "Good Night Moon" until I read that Beth read(s) it to her beautiful Mia. At which point I went to Amazon and got one for Munchkin. "The Run Away Bunny" joined the group then too!)
These are all lovely stories, that I think enrich a childhood. For Munchkin, they were not sleep-inducing however!
So Paddy, being the clever clogs he is, came up with something different.
He started making up his own stories, in which he would suggest sleep to her. I thought it was WAY to obvious, and didn't really think it would work, but I am telling you. Nine out of ten times, it does the trick!
We use some of her favorite NickJr characters and/or incorporate something we did that day so she can identify with them.
Paddy's story will begin something like:
One day, the little princess went to the animal farm with her Mamma and her Daddy. They went in to the first stable, and saw the Mamma Sheep in the hay with her baby-sheep. The baby sheep were all nice and cozy and snuggly with their Mamma. They were SO tired and wanted to close their eyes, so they could go to sleep. The Mamma Sheep kissed her babies goodnight and they closed their eyes, cuddled up together, lovely and safe and warm, and went to sleep.
The Little Princess rubbed her eyes, she was getting sleepy too.....
And there will be other stables, with other sleepy animals. And the Little Princess gets more and more sleepy as they go though the different stables.
At the end of the story, the princess closes her eyes, and falls asleep in her own, snuggly, safe, warm and cozy bed.
My story involves Dora and Boots and the Little Girl going for a walk. They meet Isa, who is very tired and wants to close her eyes, and go to sleep, but her Pillow and her Blankie are missing. Dora, Boots and the Little Girl go looking for it.
Map tells them that they have to go across Pillow Pond, over the Troll Bridge and to the tippy top of tallest mountain.
They meet Bennie the Bull on the way, who is very tired too, but wanted to tell them how to get across Pillow Pond. (Go to sleep on the banks of the pond and the pillows will carry them to the other side.)
Then they have to sing a lullaby for the troll to be allowed to cross the bridge. The Troll gets all nice and cozy in his cot and closes his eyes and falls fast asleep.
To write the whole stories down would be a bit much, but you get the general idea :)
Bed Time Stories with abundant use of the phrases "Close your eyes" "Very, Very Sleepy" and "Nice and warm, safe, cozy bed" : Works for me!
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