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In just about a month...

Thinking back to last month and our stay in that cute little airbnb, it makes me so grateful for the opportunity to blog full-time. Not only do I get to work closely with companies that I love, but occasionally I get the opportunity to take our family on a little, but much needed vacation. It really is the best job I’ve ever had. Today on the blog, I’m continuing my series for bloggers and influencers and discussing what might be the scariest part of this job… pitching companies and applying to campaigns. Head over and check out my suggestions to nail those pitches. I look forward to hearing your thoughts! .
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Thinking back to last month...

Today I had a plan. Wake up early, get the girls ready for their first day of school and then take the perfect first day of school picture to post on Instagram, where I would talk about how bittersweet it is to watch my girls grow up into these incredible young women. 
But things don’t always go as we plan. Instead, Falynn and Iyla woke up at 3:30am, got ready for school and then came downstairs at 5:00am to let us know they were ready. 5:00am... two and a half hours before they actually needed to be at school. I rolled myself out of bed at around 6:50am, Super Dad made me some coffee and I quickly shooed them outside so I could take a picture and realized that Falynn was in a long sleeved shirt, a jacket, jeans and old sneakers. I’m pretty sure her hair wasn’t brushed either. Lucia wasn’t awake yet so it would be the first year without a first day of school picture of all three of them. 😫 Whatever. I was tired. So I quickly took a picture (swipe to see) and got them off to school. Lucia woke up late and I couldn’t take a picture of her because my camera lens kept fogging up. When we walked back into the house, the dog escaped, making her even later. 🤦🏻‍♀️ And my coffee’s cold. Anyway, since I couldn’t get the perfect first day of school picture, I hope you enjoy this shot of the girls and Super Dad in their @swimzip.
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Today I had a plan....

My girls are snackers. When they get home from school, they want to be able to grab a quick snack to take with them on the way to after-school activities, or to enjoy while they do their homework. #ad Peanut Butter is a huge hit in our home, but it can get messy, so when I found out about Windstone Farms Creamy Peanut Butter Portable Packets, I couldn't wait to grab some. Instead of making a huge mess (and forgetting to close the lid) with a regular container of peanut butter, the girls can grab one packet and easily add it to just about anything. Some of our favorites are bananas, apples, pretzels, celery or crackers. They have fun creating new combinations and I love that they come in convenient 1.15oz squeezable packets. So much less mess! They are also perfect for their lunchboxes. The peanut butter is so creamy and delicious! BTW, they are naturally gluten-free! @windstonefarms peanut butter packets are now available at your local @walmart. Make sure to pick some up, and check out our stories for a special offer from Ibotta! What will you put #WindstoneFarmsPB on?
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My girls are snackers. When...

When people find out that I’m a full-time blogger, the first thing they always ask me is what a typical day looks like. #sponsored My answer usually includes one or more of the following words: crazy, busy, hectic, long and almost always includes either my laptop or my phone, in my face. By the end of the day, my eyeballs are exhausted and I can’t wait to get to sleep (as soon as I check my phone one last time). So at the risk of sounding vague and having people believe that I am just playing around on social media all day long, I thought it would be fun to show you what a day in the life of this super mom blogger is like…. Summer edition (because when the girls are in school, it’s a lot more hectic) as well as how I help my eyes filter blue light, thanks to @quantumnatural. Head to the blog to read all about it! #digitalblue #eyehealth #eyehealthmatters #bluelight #raedunnlove #raedunnfinds #raedunnmugs #targetdoesitagain #targetfinds #dayinthelife #adayinthelife #bloggersofinstagram #mentalhealthblogger #supermom #blogginglife #healthblogger #supplements #healthyme #healthymom #quantumhealth #selfcare

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I’m not sure what I...

This Call “May Be” Monitored and/or Recorded for Quality Assurance

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How many times have you heard those words in your lifetime?  This call “may be” monitored and/or recorded for quality assurance. It’s the reassurance of knowing that whatever you discuss with your bank, phone carrier, cable company, insurance company, etc., is being listened to by some higher power or being recorded to make sure that you are being treated fairly, kindly and given the correct information.  Well, I have news for you… 99.9% of the time, no one is listening. In fact, if you were to call back and ask someone to review the call,  there is no where for them to review anything, aside from the notes that your customer service representative may or may not have entered into your account.

So what are we to do when we waste hours of our day, waiting for someone to help us and then get the wrong information? Call back? Go through that nightmare all over again? No thank you.

And don’t get me started on the automated system that you have to get through to get to an actual living, breathing person.  You very clearly ask for customer service and it says something else like, “Did you say carrot cake?”  After you shout the words as slowly as you possibly can and make sure to annunciate, you finally give up and then the computer says “we’re sorry we are unable to understand you, please hold while we connect you with a customer service representative. {head slap} It’s like their goal is to aggravate you from the start.

Today, I called my bank’s dispute department because I noticed that there was a duplicate charge on my account for over $500. Instead of disputing the duplicate charge, the customer service representative disputed the valid charge, resulting in a huge mess. When I tried to explain why I needed someone to look at it closer, I was yelled at and then told there was nothing they could do.

First of all, why am I speaking to someone who:

a) hasn’t been trained on their business but instead reads from a script over and over again, hoping that after the 3rd time they repeat themselves, that you will just be so annoyed, you’ll just pretend you understand and hang up.

b) really doesn’t like people in general, but instead, took this job because it’s all they could get at the time. They make your day so much worse than it already was, that you feel even more defeated and hang up.

c) decides that it’s never their department that needs to help you but instead, the department YOU JUST SPOKE WITH! Then once you share your dilemma again with that new person, they tell you that they aren’t the right department and send you back to the original department. This goes around and around until you get annoyed and hang up.

d) isn’t willing to even entertain your side of the story but instead, continuously tells you that you are incorrect and then proceeds to read from their script again until you get annoyed and hang up. See the pattern here?

e) will never transfer you to a real supervisor, but instead, will transfer your call to the representative in the cubicle next to them who has no more knowledge than the first person, aside from giving you a fancy title that they probably made up themselves. So you explain your story (again) in hopes that this person really is a supervisor, though you know the chances are slim to none, and that person reads from the same script over and over again until you get annoyed and hang up.

f) has no intention of making your experience pleasant, but instead, is waiting for any excuse to hang up on you. They are doing the work for you in this case. And in fact, this happened to me with Paypal today. The “customer service representative” told me to be quiet and when I asked her name, she HUNG UP ON ME. I’m not even kidding. Is this real life?

So, if these call centers mission is to get you annoyed and get you off of the phone without actually helping you and solving your problem, what exactly are these big companies paying them for?  Wouldn’t it be in the company’s best interest to hire people who have a desire to help customers, train them PROPERLY (that’s the key word) and really make the customer’s experience so satisfying that they tell all of their friends to use that company too?

Believe it or not, I’m on a call RIGHT NOW with my bank.  I’ve been on the phone for 2 hours (45 minutes of that waiting for someone to answer), been hung up on twice and have been through 5 different representatives, none of which think they are the ones who are supposed to help me, so they keep transferring me back and forth. I’m personally over it.

I don’t want to have to yell, cry or beg to get a situation fixed and I surely don’t think I should have to waste such a chunk of my day to do it. I want to be able to have a polite conversation where the person on the other line genuinely wants to help me and wants me to hang up from that call so happy that I’ll want to do business with them for the rest of my life. If you’re a large company and you aren’t offering this, I beg of you to rethink your customer service practices or hire someone that cares more about it, because eventually, we will all get fed up and find alternatives to your company.

How Do You Feel About Today’s Customer Service?

I can’t be alone here. Do you ever feel this way? Comment below and let me know!

By the way, shout out to supervisor Matthew at Paypal who found the issue and solved it in less than 5 minutes. Give that guy a raise!

XOXO
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60 Comments
  • Annemarie LeBlanc
    August 18, 2019

    I feel you. I just had this experience with our internet service provider. I called their customer service and I was promised to get my connection back in 72 hours. Not true. I called several times, getting the same answer. Screaming at them did not help. I still got the same canned response. Things only started moving when I went to their business office. I did not care if it took me an hour to get there, I just needed them to get a hear me scream IN PERSON. I wish there was a way to have REAL customer service. One with empathy and the true intent to resolve your issue.

  • Claudia Krusch
    August 16, 2019

    I hate this kind of thing! I miss the old times when we used to be greeted by pleasant people who really wanted to help us!
    Claudia Krusch recently posted Outdoor Fun With Altec Lansing SpeakerMy Profile

  • Rachel
    August 16, 2019

    That is terrible. I actually have started using smaller entities for business because I have less call bank systems to deal with. I also just stop using places that are rude.
    Rachel recently posted Reading Strategies To Help Your Child Become A Better ReaderMy Profile

  • Catalina
    August 16, 2019

    I’ve heard this sentence ” This call may be monitored and/or recorded for quality assurance” a lot of times. It’s so sad to know now that they don’t record the calls at all!

  • Toni | Boulder Locavore
    August 16, 2019

    So true! Good customer service could make or break a company.

  • Sherry
    August 16, 2019

    It really sucks that you have had such rotten luck when it comes to customer service. I used to work at an incoming call center for a cell phone provider. We had a month of in class and practical training before we even got on the phones by ourselves. I know that for us our customers could get transcripts of their calls but they had to write to our head office. When it came to “This call may be monitored and/or recorded for quality assurance.” we had a quality department that randomly listened to our calls to make sure we were doing it properly. I know that I always did my best to solve the customer’s issue and sometimes it just wasn’t possible. And yes, there are bad apples at every call center. I always have extra patience for when I call have to speak to customer service as I have been in their shoes. It can be very stressful for both the customer and the agent.

  • Celebrate Woman Today
    August 16, 2019

    Customer service has to be raised to a totally new level in many places where it is needed. It takes good people, knowledgeable people to create the programs and training. And yes, it takes money too. The customer service should match the quality of the product being sold to us, consumers. I always refer to Apple customer service – what a way to develop brand loyalty!

  • Kathy
    August 15, 2019

    I honestly hate them. Most of the time you get the automated ones. Those are honestly very annoying.

  • Jaime Prideaux
    August 15, 2019

    Good food for thought here! This honestly isn’t a topic I’ve thought much more about before today, but you raise a lot of good points! Thanks for sharing!
    Jaime Prideaux recently posted 2-pack Solar Motion Sensor Security Lights $13.74 After Coupon StackMy Profile

  • Jeanine
    August 15, 2019

    Todays customer service seems to be REALLY lacking. I find it difficult to call in anywhwere when I hav an issue they never seem to fix it and the holds are crazy.

  • Tara Pittman
    August 15, 2019

    I do hate those automative calls. They are frustrating. I hope that you get this resolved today

  • Stacie
    August 15, 2019

    Customer service has been a real mixed bag for me over the years. Sometimes I get people who are so much more helpful than I could dream, and sometimes I get people who just could not care less.
    Stacie recently posted Sweet Ways to Reward Your Family #pillsburypartnerMy Profile

    • Heather
      August 15, 2019

      That is exactly my experience as well!

  • Clare Serrano
    June 3, 2019

    I have had experiences like these, too. Customer services should level up their game and hire people that are professional and knowledgeable about their job!

  • Adam Wyatt
    September 21, 2018

    I agree with you, this happens most of the time with the customer service. But not all fall under the same tree, recently I had a good experience with Promised Land Insurance Group, I got a quick response to my queries. So we can’t judge it easily. I hope it depends on the representative.

  • Karen Morse
    September 19, 2018

    There are definitely customer service hotlines that have a lot of room for improvement and it’s not easy to deal with these people when you’re already stressed out. I think they can do better!

  • kylie cre8tone
    September 19, 2018

    I can so feel you.. this is exactly wat happen when I call certain company.. if it’s important why the holdis never ending…

  • Betzy Cuellar
    September 17, 2018

    It is without a doubt frustating to deal with customer service from time to time.

  • Aarika
    September 17, 2018

    This is an interesting and thought-provoking post. Great job! When dealing with customer service issues, I tend to go into the calls with extra patience! I know that everyone is just trying to do his or her best with the information handed to him or her and each person’s current role, but it can be super frustrating!

  • jill nunn
    September 17, 2018

    you hit the nail on the head with this one! i agree with you 100%

  • Brittany
    September 17, 2018

    Customer service is everything!!!! When the customer feels appreciated and well taken care of then that is when you know you’ve done your job well! It’s so important to remember that. I worked in customer service for a while, and people would scream at me like crazy and I just remained calm and tried every which way to help the person.

  • Melanie
    September 16, 2018

    Don’t get me started on the run-around I get from my medical insurance. My issue this week was getting billed for services from a year and a half ago. Ugh. It’s so refreshing when you do get good service because it isn’t always the case.

  • Becca Wilson
    September 16, 2018

    This post hit it right on! I have had to deal with a customer service person for a debt we had no idea we had on our credit from years ago. He has been super nice and helpful and worked with us. Anyone else I get in the department…straight garbage for customer relations.

  • Joe from Magma Air
    September 16, 2018

    Hi,
    I am a Florida State licensed air conditioning contractor. I can tell you one thing, which I have learned from many years of experience: Customer feedback is the lifeblood of every successfull business.
    Cheers!
    Joe

  • Sara Welch
    September 16, 2018

    Goodness what a pain in the butt some customer service is. I would really love to talk to someone who knows their product!

  • Nicole
    September 16, 2018

    Talking on the phone with customer service can really be a hit or miss. Sometimes it goes well, but I agree with yu that many times it doesn’t go so well. Thanks for sharing!

  • Ruth I.
    September 16, 2018

    There is one internet provider here who has a really bad customer service. So if there are other options other than talking on the phone, I’ll gladly try it.

  • David Elliott
    September 16, 2018

    I do think they create these call centers to create this loop of frustration so you never actually get to anyone in charge. The only way to deal with them is a demand to drop their service in the first place. Which they make nearly impossible as well. Sorry you went through this frustration.

  • Krish
    September 16, 2018

    You are right..most of us go through this bad experience sometime or the other…left to the mercy of ill trained operators…I hope customer care gets the attention it deserves .
    Thank you

  • Elle
    September 16, 2018

    I order online and rarely call places because good quality customer service is hard to find. This post laid out all the reasons why companies should make it a priority.

  • Alvin
    September 16, 2018

    I just experienced this the other day. I was given the runaround by an agent and was only transferred to a supervisor when I was already fuming mad.

  • Anosa Malanga
    September 15, 2018

    I have so many ‘not so good’ experience with customer service. Being on queue for a long time then when its your turn, your line will be cut and also while you were put on hold to be transferred to another line then you need to explain everything from the beginning.

  • Kita Bryant
    September 15, 2018

    I am with you on customer service issues. I love talking to a worker that knows exactly what to do to help me.

  • Jenn
    September 15, 2018

    Automated call centers are the most frustrating things ever! It seems that if there was just some common courtesy in the training protocol things might get better.

  • Stephanie Jeannot
    September 15, 2018

    I know. I always like it when you get a real person on the phone who speaks intelligently, knows what they are doing and are respectful to you on the phone. Makes a difference. Sorry that this mess happened.

  • Heather
    September 15, 2018

    I’ve experienced this. What I hate is when its an out of country customer service where they don’t speak English and are reading from a script or they can’t find your question on the script and they hang up on you. Why the hell do companies do this!?! HP does it for one and I hate them for it! Its because they already got your money when you bought what you bought from them and don’t care about anything else.

  • Laura Dove
    September 15, 2018

    Oh I hate this too! We are trying to sort out our cable and I spend half my life on the phone listening to that message! Just answer the phone!

  • Vanessa Price
    September 15, 2018

    I hear you! I’d rather do pretty much anything else than have to call into “customer service”.

  • Natalie
    September 15, 2018

    Being on hold and then not being helped is one of the most frustrating things. Last support call I was on she said there was an error in my account and that I needed to call another department and she could not transfer me herself *shaking my head*.

  • Sundeep
    September 15, 2018

    I am totally agree with you on this point. I already had faced many problems while talking over phone with customer service. Yes the best way to connect with customer service is live chat. You can save your chat history as well for future reference. Thanks for the blog.

  • Devyani Ray
    September 15, 2018

    The header image made me LOL- good one!

  • swathi
    September 15, 2018

    I am agree with you. when you want something from there side then you have wait and talk to machine until you reach a human being. Even if you reached human being, his or her answer will be like recorded machine. Never transfer to supervisor and remain in hold of hours.

  • kumamonjeng
    September 14, 2018

    Haha, I do get these very often whenever I called up to banks or insurance company. Totally agree with your points and sometimes it can be very frustrating!

  • Paula Schuck
    September 14, 2018

    OMG I get this totally. It seems to be a regular theme the erosion of customer service. I have had some very bad experiences with that too.

  • Califf Creations (@CaliffCreations)
    September 14, 2018

    I have had a bunch of different experiences, some good and some bad. I totally relate to this though!

  • Heather
    September 14, 2018

    I absolutely hate calling for support, so I always use a live chat option when one exists. The service seems to be so much better!

  • Sarah Bailey
    September 14, 2018

    I have to admit I’ve had some bad experiences and some good experience.

    Thankfully I think the good outweighs the bad but I totally always remember when I’ve been stuck on the phone for ages and I seem to have someone who knows nothing on the other end.

  • Ronnie
    September 14, 2018

    This is a constant, frustrating nightmare for me, too! My credit card was blocked 3 times in the past 2 weeks because I made a few payments through the Waze Carpool app and the bank considered it suspicious. No matter how many times I call customer service, they are completely unhelpful in unblocking a credit card that I PAY for. The third time around, the service person was so rude, it felt like she got angry with me for requesting that they unblock my credit card permanently and she said she can only do this for a few days at a time. So I asked her: “So you expect me to call in a few days to unblock it yet again?! Is this how it’s going to be from now on?” And she answered, “YES. What is unclear about that??” So… apparently I’m an idiot for considering it ridiculous and unacceptable that I have to call every 3 days to unblock my credit card… GRRRR

  • Corinne
    September 14, 2018

    Hey! So, I can say that from my experience in a call center, those recorded calls aren’t really useful for the customer or the service rep. They use the calls in training the service reps. I remember having to listen to (awful) recorded calls, and having to talk about what went wrong during the call and what the service rep should have done instead. I think the only people that really hold on to the recordings are debt collectors LOL

  • Amanda
    September 14, 2018

    Oh man I cannot stand not being able to talk to a real human!

  • Pam
    September 14, 2018

    I understand your frustration. I especially hate it when they pretend to not understand me because I have a Southern accent or transfer me to different departments.

  • Tara Pittman
    September 14, 2018

    I have yelled at my phone way to many times. When you get a live person who understands we rejoice.

  • Terri Steffes
    September 14, 2018

    The call center concept is bogus. They do not care about your company, they answer phones for multiple companies. It is time for companies to take back their costumer service!

  • Laurence
    September 14, 2018

    I hate those sentences, they will say this will be recorded, but when ask if they can pull the history, they can’t. I wonder if they delete it afterwards, haha. Great post.

  • Mdaisi
    September 14, 2018

    I can’t say the amount of frustration that I get whenever I get into this situation. We definitely need better customer service and better trained professionals in every field.

  • Amber Myers
    September 14, 2018

    Ugh yes, I cannot stand bad customer service. I hate when I have to call, because normally I get someone who doesn’t even speak English. Normally if things go bad, I ask for a manager. I remain polite, but I only have so much patience. I had to chew out a Verizon person for charging us incorrectly when they kept insisting I was wrong even though I had it in writing that I was correct. It was a mess but I eventually got a manager who fixed it. I’m glad your issue was fixed too!

  • Margaret
    September 14, 2018

    I hear your pain. I’ve had it happen to me. You took the words right out of my mouth. Many of these customer service call centres seem to forget that they are there to service customers. SERVICE! That means, they are there to help fix the problem. As somebody who’s worked in marketing, one of the key places people get their perceptions of a brand are when they deal with customer service people. Smart companies make sure that their people on the front lines dealing with existing customers keep to the brand values and solve the problem satisfactorily. After all, you don’t want to lose a loyal customer that it’s taken time and potentially some investment to get in the first place (think of all the marketing $ put out to attract customers). I walk away from those companies and services and I usually, through word-of-mouth, spread the message about poor service. It’s no wonder some companies end up failing. It sometimes starts with something as simple as bad service when you call for help.

  • Gisele
    September 14, 2018

    OMG, I LOVE THIS POST! YES, I’ve been there and it is so aggravating. I used to work for a financial advisor and I did my best to be nice to clients, help them, and solve their problems. I don’t understand people taking a customer service job and not giving clients good customer service.

  • Jeanette
    September 14, 2018

    I used to work in customer service and I can tell you that it is hard this is to be in, But I was always concerned about the customer. Is wrong with those people did to you and I am hoping that it got resolved for you. It boils my blood when I see stuff like this.

  • Candy
    September 14, 2018

    Couldn’t agree with you more. Try helping out elder parents and it just compounds the misery.

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