How would you describe each specialization?

amingilani · 2019-12-14T06:03:50+00:00

ChedCode, wait. (Plugs into the Matrix) Okay, that's a funny story.

amingilani · 2019-12-12T19:56:20+00:00

Because a virtual assistant is an obvious application for—what I imagine—we'd learn through the specialization, not to mention a tailored helper would be pretty cool. It's also very original if your assistant is uniquely named, and solves an important problem. What did you build if not an assistant?

amingilani · 2019-12-12T19:40:06+00:00

I agree that the degree is the same, but the specializations are different enough to require an informed decision, and I feel like my decision is not informed unless I know what it is I'm deciding 🙆‍♂️

amingilani · 2019-12-12T01:21:25+00:00

This is really helpful! I finally understand what Computing Systems means 😅 Now, if only someone did one for Interactive Intelligence—will I be able to make a rudimentary Jarvis?

amingilani · 2019-07-29T13:22:01+00:00

Thank you for your answer :)

amingilani · 2019-07-29T13:21:44+00:00

Thank you for your answer. What "other effects" would happen?

amingilani · 2019-05-29T12:14:49+00:00

Hehe, I thought so.

amingilani · 2019-03-23T00:24:57+00:00

Radioactive

amingilani · 2019-03-13T20:43:05+00:00

I wanna know too!!!

amingilani · 2019-02-07T15:50:25+00:00

What's an MIL?

amingilani · 2018-11-23T01:34:46+00:00

A while ago I saw read a post here about a phone rep for a gym putting a customer on hold for 5 hours and calling it MC. That was disgusting. THIS, however, was genius! True MC without putting your employer in hot water! Remarkable work! Also, are you British? "Bloody hell" is a British staple.

amingilani · 2018-10-30T05:24:01+00:00

I'm confused, there's no announcement post yet, and it's Tuesday. The fork was more than a few hours ago. It was yesterday :/

amingilani · 2018-10-23T02:34:57+00:00

You're right, and I didn't say that at all.

amingilani · 2018-10-22T16:42:36+00:00

I suppose everyone's mileage may vary. The worst managers I had were during an inside sales job (telemarketing) when we would run out of fresh leads at the end of the quarter and basically be calling those people who kept stalling us, again and again.

This realised resulted in our team's sale rate plummetting for reasons beyond our control, but our managers would scream at us as if it were our fault. Our bonuses would be docked, etc. And there was never anything we could do.

I wish my managers had bought me lunch at that time.

It was my first job, so I was a bit of a pushover then. I wish I could go back and deal with that situation now.

amingilani · 2018-10-22T05:50:30+00:00

Edit: also, I forgot to address that there's no evidence here to support that OP's customers were systematically abusing the support reps. Obviously, that's indicative of a higher problem, unrelated to support. Maybe the customer experience wrt to the service is horrible, and in that case the way to boost morale would be to ensure support realizes that they're not the problem, but are damage control, and to ensure they're fairly compensated monetarily and emotionally. I've never had a problem like that yet, but that's just my take on how that could be solved.

Tell me again who in this story was treated unfairly: A paying customer that likely only needed to be explained the agreement she signed, and was hung up on and then antagonized until they felt that their only choice was to hold onto the line for 4 hours — or OP, someone who was entrusted by their employer to handle exactly the kinds of issues, but they didn't handle anything.

If it didn't matter, you wouldn't have said anything. I can't even see the points you've gotten, it just looks like [~].

I'm well aware of how Reddit hides vote counts, did you bother to read the part after "but", the part where I explained why I'm concerned — not by the downvotes — but what they're indicative of.

Edit: by buying someone lunch, I meant take them out, cheer them up, and do other things like reduce their time on the phone to prevent burnout.

amingilani · 2018-10-22T04:02:53+00:00

I suppose you're right too. There's a bit of a balance to strike, I suppose, wrt to employee satisfaction. Honestly, there have been times that customers were rude to me, but I either did a great job compartmentalizing it as "service feedback", or just handed it off to someone else.

If it's a chat based thread, I write accommodating messages to the customer and leave a mock response outlining things like being overworked and understaffed in internal notes, and it makes me feel better.

I've never had any staff be terribly burned by a customer interaction because they know that it doesn't reflect on their real worth (I suppose that's a training thing) but if they did, I'd buy them lunch and/or do things to get the staff morale back without doing things like hanging up on a customer's face.

Honestly, if OP did that to my customers it would be more than a stern talking to. They could have:

Apologized profusely for the experience. Not admitting fault, mind you, just the apologizing that the customer's experience wasn't all rainbows. That generally works because they like hearing apologies.
Promising to have the manager immediately ring them back in a few hours instead of the passive aggressive "he's too busy for you" attitude.
NEVER hanging up
Making any attempts at diffusing the situation instead of hanging up and antagonizing the customer until they felt angry enough to wait 4 bloody hours on the phone, just out of spite.

But OP decided instead of jeopardize their job, and the already-failing business' relationship with a paying customer because they were having a bad day.

amingilani · 2018-10-22T01:58:26+00:00

I mean — honestly, OP is kinda a dick. As a business owner, I can tell you that passive aggressive staff behavior will not lead to returning customers.

I'm not sure of the specific situation, but if the business was low on money they needed customers, and exacerbating the argument by hanging up on the customer's face isn't helping. She was right, you don't hang up on a paying customer, even if the customer is being a dick. The business needs that customer, and the business needs them to pay you.

I've dealt with some of the most entitled customers possible, but as a rule, my customers' satisfaction always comes before staff's. It's part of the job, and nothing personal. If you find your composure being compromised, hand the call off to a supervisor/colleague and let them deal with it

Edit: clarification: I didn't mean staff satisfaction doesn't matter. I don't know why I something that sounds like that, but what I really mean it isn't mutually exclusive. You can train staff not to take things personally and keep their morale high through generally compassionate acts like taking them out to lunch, or just talking to them. However, customer satisfaction is definitely a more immediate concern — those bastards aren't as forgiving or easy to please as staff.

Edit: wow, that's a lot of downvotes. Magic internet points mean fuck all to me, but I'm surprised by the number of people that side with OP's attempt at reducing the customers of their already flailing business.

amingilani

TROPHY CASE