Three lessons on how being able to roll with the punches can save you from spending a cold day in hell.
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“Tracking shows delivered by shipment not received.” ~Amazon customer
I don’t know anyone who thinks customer service is a dream assignment.
Your job may be to serve the customer, but too often the reality is that before you can do that job you have to take a little abuse. (Sometimes more than a little.)
But once in a while, being able to “roll with the punches” saves you from hell, even lets you have a little fun, and creates some great buzz for your employer.
Which is what happened when this post, with the record of a chat with an Amazon customer service representative, went viral.
It started like many other customer service encounters — with a problem. It evolved into a dialog so entertaining, and unexpected, that it’s been showing up on social media as “the best customer service call ever!”
The three lessons learned from this exchange between Thor and “Odin All Father” might not entitle you to a place in Valhalla, but they can make you a hero the next time you have to deal with an unhappy Norse god.
Play Along — Even if it’s Not Funny Anymore
“Odin, Father, How art thy doing on this here fine day?” ~Thor (Amazon Customer Service)
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My given name is “Dixie.” Really, it’s on my birth certificate. I can’t even tell you how many times I’ve been asked what part of the South I’m from (southern Kansas, if you really want to know) or how many times I’ve been asked if it’s a nickname (for what, Dixieland?) But the real “I’m so funny” line was when they started to sing. I even had an AT&T operator start singing to me once.
So I’m sure this wasn’t the first time that a customer decided to get in a little role-play humor when Thor introduced himself. But our hero didn’t miss a beat, he played his part to the hilt, with style and grace.
Take Them Seriously — Even if They Aren’t Being Serious
“This is blasphemy! Wherever this book has been taken to, I shall make it my duty to get it back to you!” ~Thor
They say the squeaky wheel gets the grease. Maybe in the halls of Asgard the saying is that the roaring god gets the mead. But if you really want to be a hero you’ll make a peace offering before the complaint escalates to that level. This customer was engaged in the fun, but Thor never forgot that he was on the job. Even in character, he made it clear that he was accepting responsibility.
Finish the Job — Even if it Means Getting Out of Character
“Alas, the treasure has been returned to you. You now need to reinstate the book into your archive so that you may yet receive it soon. I shall have the Valkyrie deliver it to you as fast as their wings can move.” ~Thor
Thor remained the hero to the end, but the customer wanted it in plain English. The translation of the above is that the customer’s original payment was refunded, and, when he placed a new order for the book, Thor upgraded it to one day shipping at no cost. It would have been easy to get caught up in the role-playing and forget to follow customer service protocol, but Thor was a pro to the very end, remembering to ask if there was anything else he could do to help the customer.
I wish every customer service professional would borrow a page from this example. Maybe the next time you have to have a difficult customer service conversation you can just send them the Tickld link to Odin and Thor of Amazon. They might not learn anything, but the laugh they’ll get out of it will surely put them in a better mood.
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Photo: Flickr/JD Hancock
This thread, I like it!
ANOTHER! *smashes monitor*
^_^
(Probably good to read this given that I’m starting two retail jobs next week – hooooo boy O_O)
Brush up on your mythology and good luck with those jobs!