James Pero

What happened to “The customer is always right?”

November 18, 2009 at 3:54 pm | Blog, Uncategorized | 2 comments

One thing that’s been bothering me a lot lately when I’ve had to make payments for bills–more recently try to get information for t.v. service–over the phone or in person because the website for that bill doesn’t support what I specifically need, the person taking the call tells me that I could have just done what I’m calling for via their website. They usual answer with, “Hello, my name is so and so, how can I help you today?” I tell them my dilemma, and most of the time they help me accomplish my task without question, then you get that one or two reps. that question your situation, and tell you could have done it “easily” via their site. They say it in a way that’s demeaning and not like, “Did you know you can do that on our website?” It’s always, “Well, you could have just done that on the website.”

Why not just assist me in my goal. Why must they question my intelligence in the matter. If I’m calling you, telling you that I tried doing on the website and it wasn’t working, why… Why are you, essentially, going to tell me I’m stupid for calling?!

I’ve noticed this is occurring more frequently these days. Is it a lack of education? Upbringing? Drugs? Well, whatever it is, this is just the tip of the iceberg when it comes to customer service.

Coming from the theme park industry I’d like to think I know what good and bad customer service is. I like to think I know when to draw the line between what the customer wants and what I feel like doing, and how I should react.

If you work in a customer service position, you need to understand that you’re in a position in which you are there specifically to cater to whoever it is that’s coming to you with an issue or request in an appropriate and constructive manner.

I would like to hear your thoughts on this topic, whether is be to continue my rant or to tell me I’m an idiot and I don’t know what I’m talking about. Please leave a comment and pass this post along.

The Get Well Liz Strauss Fund

November 12, 2009 at 5:38 pm | Blog, life | No comment

“Friend of the blogosphere, and my idol and inspiration, Liz Strauss, has been under the weather lately and was just released from a hospital in Chicago. While we all want to send positive vibes and good wishes to Liz so she makes a speedy recover, we’re also asking  Liz’s friends to do just a little more than that. You see, the claim for her hospital stay was rejected.” Read more about the Get Well fund…

The Holiday Season Edition

November 12, 2009 at 4:53 pm | Blog, life | 1 comment

I know it’s been a while since I last posted. I admit, I’ve been a little lazy. Lately I’ve been working on a quite a few things. I feel like I’m being pulled in a million different directions. I’m not saying it’s a bad thing. It has been a very fruitful year for myself. Much better than the last few if I must say.

So what’s coming up? Well, I’m working on two different website projects at the moment, along with the on going production phase for the Terminator based web series The Human Resistance, as well as a few other series, short and feature length independent films– if you’re an investor and like horror, scifi and/or comedy, please get in touch, we need funding!

On the personal side of things, I’m in the midst of planning two trips for the holiday season. The first being a camping trip with my sister and her boyfriend. Now, we’re not going anywhere out of the way; unfortunately, but it’s a trip none the less.

The second trip is slated for the weekend of Christmas. I’ll be going up to Pennsylvania  with my girlfriend to visit her parents and maybe head up to NY City for a day. We’ll see about the latter. At the moment I’m very excited for the trip. I’ve only been up north a handful of times in my life and I’d like to experience that part of the U.S. a little more. Having grown up and lived in FL the majority of my life, it’s always very exciting to get out of the state and see what life is like else where.