On Sunday I was scheduled to work but I couldn’t go in for personal reasons. J I work in the cash office, which basically means that someone HAS to do my job. On this particular day they couldn’t find anyone to come in (there are only about 2 people who are trained). So, that meant that the manager on duty had to count down the registers and also process the deposit from the previous day.
When I got to work on Monday morning EVERYTHING was soooo screwed up and I had the worst headache ever! Basically I had to go back and fix everything from the previous day and also do work for the current day as well. The registers were showing up as thousands of dollars over, which obviously was incorrect and I was very upset. I ended up fixing everything but my question is what if I get sick and can’t make it to work? Will this happen every time? What if I quit? I think they should have more people trained to work in this position just in case something like that does happen. And it will also save me a headache!!
Friday, October 26, 2007
Partying With Co-workers
I hate to continually talk about my sister, but she has so many great examples of what not to do at work.
Once I had the opportunity to attend one of my sister's company picnics. It was a wonderful opportunity to meet new people and network. I actually got a couple of job offers as well. But that's neither here nor there. Anyway to get to the point. A few of the coworkers took this opportunity to act out of control. As a matter of fact there was an incident with one alcoholic coworker who dropped his three year old baby on the ground and it rolled down the hill. Yeah, it was horrible. The baby had this huge bruise on his head and it was really because of his dad's negligence. It just made me realize that even though it is a company picnic, coworkers are still taking note of how you react in certain situations. Because of this I decided to make a list of what not to do at off the clock company functions.
1. Never forget that you are in a work environment even though you are not on the clock.
2. Dress appropriately. Don't dress like a stripper when you work in a conservative environment.
3. Monitor your alcoholic content.
4. Go outside your comfort zone and meet new people. Remember this is a chance to network.
5. Relax and have fun. Enjoy yourself, after all it is a party.
Once I had the opportunity to attend one of my sister's company picnics. It was a wonderful opportunity to meet new people and network. I actually got a couple of job offers as well. But that's neither here nor there. Anyway to get to the point. A few of the coworkers took this opportunity to act out of control. As a matter of fact there was an incident with one alcoholic coworker who dropped his three year old baby on the ground and it rolled down the hill. Yeah, it was horrible. The baby had this huge bruise on his head and it was really because of his dad's negligence. It just made me realize that even though it is a company picnic, coworkers are still taking note of how you react in certain situations. Because of this I decided to make a list of what not to do at off the clock company functions.
1. Never forget that you are in a work environment even though you are not on the clock.
2. Dress appropriately. Don't dress like a stripper when you work in a conservative environment.
3. Monitor your alcoholic content.
4. Go outside your comfort zone and meet new people. Remember this is a chance to network.
5. Relax and have fun. Enjoy yourself, after all it is a party.
Wednesday, October 17, 2007
Customer Service
The other day I was at work and had a lady come through our drive thru and want to purchase Plan B (the morning after pill). This is now over the counter and available with out a prescription to anyone over the age of 18; however, we have to see a state issued ID in order to sell it. I told the customer in drive thru that it was our policy that we do not sell over the counter items through the drive thru. She got very upset with me and squealed tires out of the drive thru. I thought she was just pissed and wasn't going to come back.
About five minutes later, the woman showed up inside with her nasty attitude. I was beginning to wait on her and asked her for a photo ID. She said to me, "Why do you need that, do I look like I'm under 18?" I said, "Ma'am, I'm sorry but it is law that I have to check your ID if you look under 40. It's just like when you purchase tobacco or alcohol." She then commented to me that she had purchased the pill several times before and had never been carded or required to come inside of the pharmacy. I once again explained that policy was we had to sell it in the store and have a photo ID. She threw her ID at me and said does it look like I'm under 40? By this time, I was really frustrated and told her that when I card most people they are appreciative because it makes them feel younger. She then demanded to know who's policy was it and what I was going to do to change it. I told her that it was our store's policy and it wouldn't be changed because we are following the law. She then began to cuss and threaten to call corporate on me and have them take my job away. I politely said, "Ma'am if you would like to file a former complaint you can call 1-800-289-5463. They will be able to take your concern down. " I then thanked her and told her to have a great day.
As she was leaving the store, we heard her cussing all the way out the door. My co-workers turned around and I were like I can't believe you gave her the complaint line. I said I'm not worried, I was doing my job by following the law. I then laughed and said, since she really is over 40 maybe she should use a little more commen sense and she wouldn't need to purchase the plan B as often as she does. I'm sure when she called the complaint line they got her information and were going to send her a $25 gift card, but I don't care. I am following the law and if she doesn't like it then she can take her business else where. I was proud of myself for not overly going off like I sometimes do. I have learned to kill these asses with words of kindness! Just remember, treat others like you want to be treated!
About five minutes later, the woman showed up inside with her nasty attitude. I was beginning to wait on her and asked her for a photo ID. She said to me, "Why do you need that, do I look like I'm under 18?" I said, "Ma'am, I'm sorry but it is law that I have to check your ID if you look under 40. It's just like when you purchase tobacco or alcohol." She then commented to me that she had purchased the pill several times before and had never been carded or required to come inside of the pharmacy. I once again explained that policy was we had to sell it in the store and have a photo ID. She threw her ID at me and said does it look like I'm under 40? By this time, I was really frustrated and told her that when I card most people they are appreciative because it makes them feel younger. She then demanded to know who's policy was it and what I was going to do to change it. I told her that it was our store's policy and it wouldn't be changed because we are following the law. She then began to cuss and threaten to call corporate on me and have them take my job away. I politely said, "Ma'am if you would like to file a former complaint you can call 1-800-289-5463. They will be able to take your concern down. " I then thanked her and told her to have a great day.
As she was leaving the store, we heard her cussing all the way out the door. My co-workers turned around and I were like I can't believe you gave her the complaint line. I said I'm not worried, I was doing my job by following the law. I then laughed and said, since she really is over 40 maybe she should use a little more commen sense and she wouldn't need to purchase the plan B as often as she does. I'm sure when she called the complaint line they got her information and were going to send her a $25 gift card, but I don't care. I am following the law and if she doesn't like it then she can take her business else where. I was proud of myself for not overly going off like I sometimes do. I have learned to kill these asses with words of kindness! Just remember, treat others like you want to be treated!
Tuesday, October 16, 2007
When a Co-worker Snaps!
What do you do when a co-worker snaps?
My sister recently experienced a situation where the woman that she works with just went slam off in the office. The co-worker, who is known as the "crazy lady," raised her voice and started yelling at a superior in the office. She went into a tirade about why her manager could not "tell her what to do." She screamed at the lady and ran out to speak to another manager about her situation. This made my sister very uncomfortable since she sits directly beside this woman.
Now everyone knows how stress can cause bad situations at work. We even have phrases that depict this such as "going postal." Well the crazy lady came to work with a gym bag, but never works out. She has started doing things that are seemingly cries for attention. She usually wears makeup and has recently stopped wearing it. She purchased new dogs. She even has been starting arguments with other co-workers. When does this stop?
So now my sister feels like a hostage in her own workplace. She has to walk on eggshells while dealing with the crazy lady. She is scared that she may even come to the workplace and do something desperate. So what does one do in this situation?
My sister recently experienced a situation where the woman that she works with just went slam off in the office. The co-worker, who is known as the "crazy lady," raised her voice and started yelling at a superior in the office. She went into a tirade about why her manager could not "tell her what to do." She screamed at the lady and ran out to speak to another manager about her situation. This made my sister very uncomfortable since she sits directly beside this woman.
Now everyone knows how stress can cause bad situations at work. We even have phrases that depict this such as "going postal." Well the crazy lady came to work with a gym bag, but never works out. She has started doing things that are seemingly cries for attention. She usually wears makeup and has recently stopped wearing it. She purchased new dogs. She even has been starting arguments with other co-workers. When does this stop?
So now my sister feels like a hostage in her own workplace. She has to walk on eggshells while dealing with the crazy lady. She is scared that she may even come to the workplace and do something desperate. So what does one do in this situation?
Monday, October 15, 2007
This was supposed to be a comment to the entry below, but it ended up being long so I’ll turn it into a post.
I think I’ll start out by saying that at times I actually dread calling into a company for questions/comments just because I dread having to deal with their automated system. Automated systems are not good when they cause such an effect on customers.
With that said, I am obviously not a fan of the automated system because sometimes they just become too much of a complex maze and you become stuck in the call with no way to transfer out.
And then, that eventually amounts to disconnection.
At times, I’d finally have the system transfer me to the correct department, but they installed the wrong number into the system to dial or something, so that also amounts to nothing in the end and almost as bad as disconnection.
Other times, you are actually stuck on one prompt (b/c the system cannot understand you) and they will not move you forward! At times, I’d actually have to compromise in saying I live in Goochland just to get through that ridiculous process! And then when you actually get to a person, they ask for that same information all over again that you’ve already given to the automated message system (i.e. phone number, county, etc. etc. )….so what was the point of giving it to the automated system in the first place and stalling time? Also, OMG when the automated system starts to respell everything because the automated system is a SLOW speller.
Of course, all these apply when the automated system is implemented incorrectly. However, even with a correctly implemented automated system, I still prefer to speak with an actual person because the automated system essentially gives you general information. Almost each and everytime I am calling, I have very specific questions (unless the general stuff cannot be found on their websites/brochures/pamphlets/letters/etc.) so the automated system is no help to me there. In terms of when I need a reading of my balance, I usually can check that online. If I am calling in purpose, I usually will be following up afterwards with specific inquiries related. So again, the automated system is of no help there.
Also, being able to speak to an actual person is just traditional. It’s one of those things that shouldn’t disappear from the future. For example, I don’t think we can ever go COMPLETELY paperless because some things are just better to read and handle on paper despite great technological advances.
I’ve called in companies before where there is no automated system, and seriously it takes less than a minute in those experiences to be transferred. However, if there was an automated system, it’ll usually take at least a minute or more before you are actually transferred to the right place.
Also, I recommend companies to limit options to 3 at a time.
Also, it may be important to note that my experience with the automated system has usually been with internet and phone service and of similar companies, not stores/small offices (where the inquiries are much more simpler and therefore the automated system works efficiently) and movie theaters for listing.
I think I’ll start out by saying that at times I actually dread calling into a company for questions/comments just because I dread having to deal with their automated system. Automated systems are not good when they cause such an effect on customers.
With that said, I am obviously not a fan of the automated system because sometimes they just become too much of a complex maze and you become stuck in the call with no way to transfer out.
And then, that eventually amounts to disconnection.
At times, I’d finally have the system transfer me to the correct department, but they installed the wrong number into the system to dial or something, so that also amounts to nothing in the end and almost as bad as disconnection.
Other times, you are actually stuck on one prompt (b/c the system cannot understand you) and they will not move you forward! At times, I’d actually have to compromise in saying I live in Goochland just to get through that ridiculous process! And then when you actually get to a person, they ask for that same information all over again that you’ve already given to the automated message system (i.e. phone number, county, etc. etc. )….so what was the point of giving it to the automated system in the first place and stalling time? Also, OMG when the automated system starts to respell everything because the automated system is a SLOW speller.
Of course, all these apply when the automated system is implemented incorrectly. However, even with a correctly implemented automated system, I still prefer to speak with an actual person because the automated system essentially gives you general information. Almost each and everytime I am calling, I have very specific questions (unless the general stuff cannot be found on their websites/brochures/pamphlets/letters/etc.) so the automated system is no help to me there. In terms of when I need a reading of my balance, I usually can check that online. If I am calling in purpose, I usually will be following up afterwards with specific inquiries related. So again, the automated system is of no help there.
Also, being able to speak to an actual person is just traditional. It’s one of those things that shouldn’t disappear from the future. For example, I don’t think we can ever go COMPLETELY paperless because some things are just better to read and handle on paper despite great technological advances.
I’ve called in companies before where there is no automated system, and seriously it takes less than a minute in those experiences to be transferred. However, if there was an automated system, it’ll usually take at least a minute or more before you are actually transferred to the right place.
Also, I recommend companies to limit options to 3 at a time.
Also, it may be important to note that my experience with the automated system has usually been with internet and phone service and of similar companies, not stores/small offices (where the inquiries are much more simpler and therefore the automated system works efficiently) and movie theaters for listing.
Sunday, October 14, 2007
Press 1...
Automated systems were brought up in class one day and I’m curious as to how many people would rather their call go straight to an associate than use an automated system.
I am a believer in automated systems that are implemented correctly. Most of the time when I call a company I don’t want to speak with a person, I just want to get the information that I need. I have worked in a call center before and it also helps decrease the call volume because people can get a lot of the information they want from the automated system. There have been times that the automated system went down and people would say oh, I just wanted the automated system, could you transfer me?
The problem with automated systems comes when they aren’t user friendly. I called Comcast today with a question about my statement. The automated system said to press 1 for internet, 2 for cable or 3 for phone. My problem was that I have the Triple Play so I have all three of these services on one bill. My problem wasn’t with one exclusive service. I just picked one and I was on hold for so long that I ended up hanging up. It was a little annoying.
I am a believer in automated systems that are implemented correctly. Most of the time when I call a company I don’t want to speak with a person, I just want to get the information that I need. I have worked in a call center before and it also helps decrease the call volume because people can get a lot of the information they want from the automated system. There have been times that the automated system went down and people would say oh, I just wanted the automated system, could you transfer me?
The problem with automated systems comes when they aren’t user friendly. I called Comcast today with a question about my statement. The automated system said to press 1 for internet, 2 for cable or 3 for phone. My problem was that I have the Triple Play so I have all three of these services on one bill. My problem wasn’t with one exclusive service. I just picked one and I was on hold for so long that I ended up hanging up. It was a little annoying.
Saturday, October 13, 2007
Wow!
Something that is so entirely inconsiderate is when a friend of an employee comes to visit the employee during work, and proceeds to carry DEEP CONVERSATIONS + RANTS with that employee during that employee’s shift, instead of during that employee’s break. Again, the keyword here is deep. This is not a “oh hey, how have you been doing?” exchange type thing. And that employee happens to be working at like a fast food/coffee shop instead of some corporate office where the pace is more lax. Usually when one enters a fast food/coffee place, the idea is to place an order, grab it, and go. Hence, the "fast food" in the name fast food restuarant. Some coffee places even have a drive-thru because, again, the idea is to grab your order and go. The idea is not to lounge and wait around, unless there is a long customer line. The wait time then would be understandable.
Oh my God! And then that employee looks afraid to interrupt the friend and take your order quickly before continuing their genuine lengthy conversation.
I think that there is always a time and place for such things, and here, the fact of the matter is that the employee is obviously working at a workplace. Therefore, work duties should be priority.
I think what was the most interesting was that these were older employees. Actually I think the more interesting thing is that I would have been more forgiving had these employees had been younger considering that they are more inexperienced and that therefore, they probably don’t know better. However, these were older employees so I am surprised they did not know how to make the difference in that situation.
I feel that both people are at fault, although the employee has more fault. The friend, especially being an older person, should have realized the location and situation and maybe paused the conversation to make things easier for the employee. If that failed to happen, then the employee should have halted the conversation for a quick moment to take the customer's order. I say that the employee has more fault because ultimately the employee is at work and has a higher responsibility of making the correct decision to represent her workplace and employers.
Oh my God! And then that employee looks afraid to interrupt the friend and take your order quickly before continuing their genuine lengthy conversation.
I think that there is always a time and place for such things, and here, the fact of the matter is that the employee is obviously working at a workplace. Therefore, work duties should be priority.
I think what was the most interesting was that these were older employees. Actually I think the more interesting thing is that I would have been more forgiving had these employees had been younger considering that they are more inexperienced and that therefore, they probably don’t know better. However, these were older employees so I am surprised they did not know how to make the difference in that situation.
I feel that both people are at fault, although the employee has more fault. The friend, especially being an older person, should have realized the location and situation and maybe paused the conversation to make things easier for the employee. If that failed to happen, then the employee should have halted the conversation for a quick moment to take the customer's order. I say that the employee has more fault because ultimately the employee is at work and has a higher responsibility of making the correct decision to represent her workplace and employers.
Subscribe to:
Posts (Atom)