closeminded

[low_delta]

I just had a conversation with a coworker. It was more of an argument, actually. We have this problem where customer service doesn't send us enough information about what the customer wants. We have two choices. We bug the rep for more info, or we just make some assumptions about what they want. Either course of action causes the rep to learn, and hopefully give us more info in the future. I feel that making assumptions leads to a greater chance of shipping the wrong product to the customer. Other than that, I don't feel that there is a big problem with it. My coworker prefers that way. He says, "let 'em get burned" (the rep, not the customer). I prefer asking the rep what the heck they want. Since they get annoyed by the questioning, I think they'll learn, over time, to include all the info. Either way, they'll figure it out.

My coworker feels that calling the rep and saying, "look, you bastard, tell me what the customer really wants or you won't get a part number," is "hand-holding." He feels I'm coddling them, and they'll never learn.

I want to say, you moron! Take off the conservative blinders. Either way, they learn. In neither way am I doing someone else's job. In neither way am I doing any more work for myself. Stop with the "they've gotta learn the hard way" bullshit and let's look at results.

It just pisses me off that I can see the merits of both methods, and he can't. He just thinks I'm coddling people who can't do their jobs correctly. I am not.

Comments

[melonaise.livejournal.com]

I do see the merits of both methods-- as long as they're not taken to extremes. Like if you weren't *allowed* to ship until you had wrestled from the rep exactly what the customer wants. That would suck. Maybe he's taking it to such extremes in his mind?

[low-delta.livejournal.com]

I think he's just tired of doing customer service's work, and thinks this is one more case of it.

[ravengirl.livejournal.com]

in the end don't you suffer the consequences of sending the wrong part to the customer?
it sounds like more work for you.

i agree with you.
and i know people who will never see more than just their side
of the argument~ frustrating as heck~

[low-delta.livejournal.com]

His way, you mean? I think my way is better than his, but not enough so, that I'd push him to change.

He also thinks that they'll learn quicker if they get burned. I dn't think that's true, I have some faith in these people to learn with more subtle nudges.

[eyelid.livejournal.com]

His view is probably that the rep won't learn your way because the rep can just keep being lazy and wait for you to save his/her ass by calling to get the info.

[low-delta.livejournal.com]

Yeah that's what he thinks. But my point is that the rep has to get the information from the customer. It's not merely that they neglected to include it.

[blonnie.livejournal.com]

um, how is that 'conservative blinders'?
-
i see nothing wrong w/calling and asking them to be clear. you are there for the -customers- after all... and if i were them, i would learn MORE by someone constantly bugging me for info than by them never letting me know i made a mistake.
..
i -hate- not knowing if i made a mistake and then having people talk about how stupid i am behind my back. how do i know i'm stupid unless you tell me ? :p

[low-delta.livejournal.com]

What I mean by that... My coworker is conservative. He is very much into thinking that everyone has to do everything for himself, and if someone needs help, he probably doesn't deserve it, and welfare breeds laziness, and all that rather extreme conservative thinking. I think he just has his blinders on, and doesn't stop to think that he needn't carry it into every aspect of his job.

I agree with you that these reps can learn just as easily by me bugging them, as they can by getting the wrong part back from us. In fact, they get very annoyed when we bug them about missing info. My coworker thinks a burned hand teaches best.

[i.livejournal.com]

if conservatives were capable of critical thinking, they wouldn't be conservatives.

[vlinker.livejournal.com]

i see no merit in having the customer wait for a new product to be built because your rep didn't get the information.....if i were the customer, i would get a new rep........and that rep just might be for brand "X"....your product might be the best, but if it doesn't come on schedule and fit the requirements, it's no good....so, i'd say you need to bother the rep to get the info so the customer gets what he needs.....

[low-delta.livejournal.com]

I agree. My coworker thinks that a burned hand teaches best, because the rep will learn real quick if her customer gets the wrong part.

Re:

[vlinker.livejournal.com]

but, the company might loose a good customer.......and that's not worth the education of a rep....

[sunshine-two.livejournal.com]

Nah, you're doing the right thing. The end result is that the customer gets what they want, they're happy, and the company gets the cash.

and you get paid ;)

[specificocean.livejournal.com]

Close-minded people in general piss me off....

Unless they're me....*g*