Category: courtesy

Some Days Are Stone

There is something to be said for being patient about things. That means that you never get in a hurry, nor do you say things you will later regret. Getting older is one of the secrets to patience, and  that’s because when you get older, you don’t have as many parties to attend. Why get in a hurry when you are not going anywhere, and you don’t know why you are going?

Yesterday, I was running about twenty minutes late to my class, especially after stopping at McDonald’s for some breakfast. The drive-through line at McDonald’s was longer than usual, and the woman in front of me in the gigantic SUV could not make up her mind. She was not in a hurry.

The lady at the serving window was uncommonly slow. When she did get me the breakfast burritos I had ordered, they were hot, way too hot to eat. That’s what happens when you are in a hurry.

Departing McDonald’s with a scorched tongue, I raced towards my destination only to get behind one of those long and slow landscaping vehicles. These guys were not in a hurry to go to work.

I took my favorite shortcut that morning, and the road crews were out screwing up traffic. Winding through hundreds of construction barrels while following a creeping dump truck drove me nuts. The driver was in no hurry and was crowding the narrow two lane road, keeping me pinned up.

After about three miles of this, I broke out of the pack only to find myself behind a delivery truck taking his time. He was not in a hurry, either.

I eventually got to my destination, and parked the car at the very end of the parking lot. It was a long walk to class.  I was in a hurry, you see.

Some days are better than others. Some days nobody gets in the way, or cuts you off. Those are the days when you are not in a hurry. When you get in a hurry, everybody else will be taking their time.

I am reminded of the John Denver song, “Some Days Are Diamonds”.

Breaking Up Is Hard To Do

I had been paying $40.00 per month for the Clear internet service, and would continue using it if I needed it. My decision to cancel the account came after a couple of months when I did not use the service, at all.

I accessed my account through the web page, and initiated a chat with a Clear customer service agent. He advised me to call the Clear telephone number.

The Clear customer service agent on the telephone asked me all the same questions that the voice menu had asked, put me on hold for a couple minutes, and then asked me what I needed. I answered, “I want to cancel my account”.

CS Agent: Are you having problems with your service, asked the polite, Hispanic lady?
Bob: No. I don’t use the service and I want to cancel.
CS Agent: Why do you want to cancel your service?
bob: I don’t use the service. I want to cancel.
CS Agent: Please hold.

CSAgent:Please excuse the wait. Why do you want to cancel?
Bob: I don’t use the service. I don’t want the service. I cannot afford the service. I want to cancel the service.
CSAgent: Please wait for a couple of minutes and I can help you.

CSAgent: Thank you for waiting. I need to transfer you to another department. Please wait.

NewCSAgent: Hello. May I have the telephone number you are calling from (asked the Hispanic gentleman)?
Bob: Why not. If you don’t have caller ID, you could ask the previous agent. Since you are interested, it is 999-999-0999 (changed, of course).
NewCSAgent: Very well, what is your name?

Bob: My name is the same as on the account, and the same as I gave you previoius agent,. You can call me Bob (plus last name).
NewCSAgent: Very Good, Mr. Bob. What is the city of your birth?
Bob: Gotham City.
NewCSAGent: Very good Mr Bob. What are the last four of your social security number?
Bob: xxxx
NewCSAgent: Very good. How can I help you?
Bob: I called to cancel my Clear account.
NewCSAgent: Are you having trouble with your service?

Bob: As I told your previous agent, I am having no trouble. I want to cancel my service. I haven’t been using it, and I don’t need it.
NewCSAgent: I can definitely help you with that. Are you unhappy with our service?
Bob: I am not unhappy with the wireless service. I am becoming unhappy with Clear customer service not letting me cancel the account.
NewCSAgent: I understand completely, Mr Bob. Please wait for a minute;

NewCSAgent: Thank you for waiting. Is there anything wrong with your service that we can correct to convince you to stay?
Bob: The only thing wrong with Clear is that there is no way to cancel service. Please help me do that.
NewCSAgent: I can definitely help you with that, Mr Bob. Is there anything we can do to keep you as a customer?
Bob: No, Mr Agent. I don’t use the service. I don’t need the service. I cannot afford the service. I have given you three reasons why I am canceling. Do you need more?
NewCSAgent: I understand, completely, Mr Bob. Please wait for a couple of minutes while I proceed with canceling your account.

NewCSAgent: Mr Bob. Thank you for waiting. Before we cancel your service, do you know that you can transfer the account to someone else in the family, or to someone you know?  Wouldn’t that be a good thing?
Bob: I don’t know anyone who wants or needs Clear service. Please cancel my service.

NewCSAgent: We will give you a free month of service while you find someone to transfer your account to. That’s worth $40. Don’t you think that’s a good deal?
Bob: No. That is not a good deal. I am not in the business of selling Clear service. Just cancel the damned account, please.
NewCSAgent: You would give up the free $40?
Bob: I can transfer the account to you, Mr Agent. Don’t you think that’s a good deal?
NewCSAgent: Please wait, Mr Bob.

NewCSAgent: Thank you for waiting, Mr. Bob. Did I tell you about our latest specials?
Bob: I don’t want any specials. I can just have American Express refuse payment, or you can cancel the service.
NewCSAgent: I understand completely, Mr. Bob. Here is you confirmation number. xxxxxxxxxx
Bob: Thank you Mr Agent. I appreciate your help, and your effort in customer retention. You will soon be a manager.

CLICK!  As I hung up the telephone.

I understand the dilemma the customer service agents have. Under no circumstances are they to cancel an account. Their job is to keep customers happy, plus they may have an incentive to keep customers online. They are fighting tooth and nail to keep you paying.

Times are tough.