Dear Car Guy,
Hoping this finds you well and enjoying the late night rides with your â€śbabyâ€ť, feeling the power beneath you and in your hands as you find your favorite spot to drive. Nothing like a late night summer drive to clear the mind and invoke positive vibes.
Iâ€™ve been well and learning more and more about how to connect with those same positive vibes while working. As you may know, I work in the customer service department. Itâ€™s like choosing to work in the missing baggage claim area, or being the person who empties porta-potties, youâ€™re bound to catch some crap and unhappiness each day.
Whatâ€™s nice about my job is I am the decision maker; there is no â€śmanagerâ€ť above me. Anyone who has a warranty claim or complaint knows theyâ€™re dealing directly with the person who will be making the decisions and coming to a mutually reasonable resolution. Itâ€™s more often than not that we do come to a mutually beneficial resolution, because Iâ€™ve been given permission to take care of our customers.
Now, in dealing with car companies, I know there are a lot of Car Guyâ€™s that have horrific experiences, where a company has zero desire to take care of them or work through issues, so when they come to me with guns blazing and fists raised, I realize this is just from their past experiences.
I just wanted to take the time to tell you, that weâ€™re a reasonable company and we know weâ€™re not perfect, BUT weâ€™re always willing to help. Weâ€™re always willing to work towards a solution, and weâ€™re always going to get back to you.
So when you call, Car Guy, know that if I donâ€™t pick up, youâ€™ll hear from me that day. When you email, know that youâ€™ll get a reply within that same day. When I say Iâ€™ll call you back, you will be receiving a call back. When you ask a question, we are always willing to find the answer.
I hope you can understand our side of things a little better now, but just a heads up: As a standard, our company values its employees, and realizes that mental health and emotional well-being are more important than making a few bucks.
For whatever reason, I have experienced some people that just want to spread hate, and ill will. A burned out LED bulb is not worth being yelled at, cursed at, or being a personal punching bag for an angry Car Guy. This would make sense if we were a company that didnâ€™t at least attempt and DESIRE to solve the problems as quickly as possible. We will always try out hardest to take care of those people, because we understand that sometimes itâ€™s just a bad day, or youâ€™ve been put through the ringer by other companies before, but if necessary, I have been giving permission to â€śfire youâ€ť.
What does it mean to be fired as a customer?
Ex: Angry Car Guy calls us and decides to yell, curse and/or throw a tantrum while I am trying to help. I reserve the right to hang up on you and 86 you as a customer. When you threaten us with personal insults and call us amazingly unoriginal names, and I am on the verge of tears, it just isnâ€™t worth it anymore to try and be polite back. We will end the call, and move on with our days. We are here to help, not be the scape goats for your bad day.
Put your fists away, put the guns down, and come at me with a positive mindset, knowing that Iâ€™m going to do anything and everything I can to get you taken care of. Iâ€™ll be in contact with you consistently to let you know what we need, and what weâ€™re doing. If at any point you have questions, call me up and Iâ€™ll let you know what Iâ€™m working on.
I am a customer service specialist. Yes, by nature this job isnâ€™t going to be the most amazing all the time. Sometimes we have fallen short as a company and itâ€™s my part to fix it and make your experience a more pleasant one. I am just hoping that, after reading this, you will know that we are here to help, and that we know that weâ€™re not perfect. Give a chance to make it a better experience, refrain from yelling (because honestly it makes me cry sometimes), and know that weâ€™re doing everything we can to get you taken care of as soon as possible.
Until next time, stay fast, stay safe, and stay happy!
-Â Â Â Â Â Â Â Â Â Kim@CorkSport