QA Word of the Day!

(drumroll)

Hourglassing.

(vuvuzela blast)

Hey! Who let the vuvuzela player in here?

Hourglassing is another joyous instance of a noun being turned into a verb. It's said quite often around here when our system slows down: the CSR will say, "Give me just a moment: the system's hourglassing."

There are so many other ways to convey the same meaning: the question is, do we really want to convey that meaning at all? Do we want to flat out tell our customers that the system is moving slow? Is there a chance they could lose confidence in us and in our ability to help them if our system can't handle the load? I want to take every opportunity I can to build up our customers trust in us. I'm not so sure this is helping.

We may not be able to avoid system issues right now, but we don't have to tell every customer that we're "hourglassing."

Oh, and just as an aside: the only dictionary I see this word appear in is the PC Magazine dictionary. It does not show up in the Merriam-Webster online dictionary. That means it's slang, people!

I have ranted before about how much I despise the phrase, "no problem." I'm hearing it more and more every day, not only from the CSRs I listen to, but while out doing my everyday activities. My first thought when I hear this phrase: "I'm paying you to take care of my needs. It had better not be a problem."

Recently, however, I have had a refreshing experience with a local fast food chain. Chick-Fil-A is known for doing things a little differently: for example, they close on Sundays to give their employees time for church and with their families. I respect a company that can shut the doors one day a week like that: even though I always seem to have a craving for a chicken sandwich on Sunday afternoon. :)

But while going through the drive-thru window, after we placed our order, we said thank you: and the young lady on the other side of the speaker box said "My pleasure." And, even better, she sounded like she meant it. Another young lady said it again when we thanked her for handing us the order at the window. My son and I went in last week for breakfast, and I heard the phrase at least three times. Each time, it sounded like they really meant it: and it sounded so much better than "no problem."

For the most part, I enjoy working in Customer Care: especially when I hear our CSRs actually caring for and about our customers. But the "no problem" trend has got to go.

As I've said before, dump the problem and make it a pleasure.

Well, another year has drawn to a close, and a new year begins. Another year to crush the hopes and dreams of CSRs everywhere. (Just kidding on that!)

Happy New Year, everybody!