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Telematics vs. Human Beings
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<blockquote data-quote="Cementups" data-source="post: 2394141" data-attributes="member: 8590"><p>My old center manager asked me one day why I was at a particular stop for over 10 minutes (yet I run under everyday). I explained to him that the customer was trying to ship a package through our website and didn't know how so I was walking her through it. He told me, "tell her to call the 1-800 number, you don't have time for that." </p><p>I told him, "That's not going to happen. I was hired by United Parcel SERVICE. Note the keyword Service. Not UPS. Service means taking those extra minutes and helping a customer out. Especially when you are telling us everyday to 'sell the business' and get sales leads. So what happens here in your scenario is I tell her to call the 1-800 number and then 5 minutes later the FedEx guy walks in the door and helps her ship her package through them and now we just lost a customer because I 'didn't have time for her.' I'm not sure if they taught you this in your business class but if you make one person happy, you've potentially made 10 happy but if you piss 1 person off, you've potentially pissed 100 people off."</p><p>He gave me a stunned quiet look for about 10 seconds and said, "ok, just try and keep it to a minimum." LOL.</p></blockquote><p></p>
[QUOTE="Cementups, post: 2394141, member: 8590"] My old center manager asked me one day why I was at a particular stop for over 10 minutes (yet I run under everyday). I explained to him that the customer was trying to ship a package through our website and didn't know how so I was walking her through it. He told me, "tell her to call the 1-800 number, you don't have time for that." I told him, "That's not going to happen. I was hired by United Parcel SERVICE. Note the keyword Service. Not UPS. Service means taking those extra minutes and helping a customer out. Especially when you are telling us everyday to 'sell the business' and get sales leads. So what happens here in your scenario is I tell her to call the 1-800 number and then 5 minutes later the FedEx guy walks in the door and helps her ship her package through them and now we just lost a customer because I 'didn't have time for her.' I'm not sure if they taught you this in your business class but if you make one person happy, you've potentially made 10 happy but if you piss 1 person off, you've potentially pissed 100 people off." He gave me a stunned quiet look for about 10 seconds and said, "ok, just try and keep it to a minimum." LOL. [/QUOTE]
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