What a day. So far, the calls have just been... Meh. Oh, we have our technical standouts: you know, the ones that hit all the benchmarks. But nothing has stood out to me today as, "Wow! That was awesome!" How long has it been since I've heard an awesome call? Hmm. It's been... 10 days. And I had to go back to my emails to remember that one.

How sad for us. How sad for our customers. Yes, their problems are being resolved. But I don't think anyone cares about going the extra mile. There's an old saying about not judging someone until you've walked a mile in their shoes. I think most of our reps add, "Then if they complain, you're a mile away and you have their shoes." Part of our scripting is to ask the customer if there is anything else we can do for them. How many of our reps sound like they really mean that? How many sound so dead during their calls that, even if the customer needed something else, they may hang up and call back just to talk to someone different? More animated? ALIVE?

I know I only get a small percentage of the total amount of calls a month for each rep. I wonder if it would improve if I listened to more calls: then I worry if it would actually make a difference.

So I go back to waiting for the next superstar.

Great day today. I am ahead in my QAs right now, so I did a few, and updated our internal website to include more diabetes products and information. Then my boss came back to my office and asked where I was. I told him I was ahead. He asked if I could come on the phones for a while.

Hot dog.

So I did. Spent almost 2 hours out there while we got our service levels up. Had so much fun. I love talking to customers, and have a good time doing it. I believe that, since they're paying me to be there, I do what they ask me to do while I'm there. So I jumped at the chance to get to talk to some customers.

I did realize a few things while I was out there, though.

#1: My information binder is so in need of organizing. I brought it home so I can rearrange it this weekend.

#2: I need refreshers on a couple of things. I don't take calls very often, and I know what I'm looking for when I'm listening to calls, but I have to remember how to get there. As I'm rearranging my binder, I'll do a few refreshers as well.

#3: Customer Service is the hardest working group in the company. Getting out on the floor helps to remind me to appreciate the job they do.

I can't wait until the day after Thanksgiving: that's when I'll be on the floor again!

I got a compliment today. I've been working with a customer on trying to get her order: it was escalated to me after the customer complained about her service. My boss said that he was glad I was in QA, but the customers are missing something by not getting to interact with me.

Wow. Suddenly, I feel really good.

Well, Monday is over, and I have one thing to comment.

If I had to compare the calls I heard today to Halloween and Trick or Treat, there would be much more toilet paper than candy. Tomorrow will be better. It has to be.

Well, another Halloween has come and gone. Trick or Treat doesn't happen in my household, as we usually go to a local fall festival instead. It seems like the old fashioned door-to-door Trick or Treat has gone to the wayside, as more and more people go to other organized activities. There's also so much fear involved in the parent's minds: fear of getting tainted candy, fear of not knowing the person that's going to answer the door, etc.

Customer Service is like Trick or Treat. When you place a call into a call center, you never know what you're going to get. You could get the CSR who is truly happy to be there, is in a great mood, and is more than willing and capable of handling any problem that comes their way. You could also get the person who is absolutely miserable and does not want to be there. There are many levels in between. Anything can happen. You don't know until the door is opened.

As customer care reps, we have a choice. No matter what is happening in the background, no matter how you feel about your job, you have a chance to make a customers day. When you come in to work, do your best to put aside anything that is bothering you, and make an effort to be in a good mood. Greet your customers with a smile. Make them feel like you really care.

Tricks or Treats. The choice belongs to you. Which would you rather receive? And which would you rather give?