Ode to mute...

Oh do I love the mute button on my Cisco Systems telephone at work.  The button is similar to the "no smoking" sign, except it's this little microphone being crossed out instead of a cigarette.

Now, why do I love this feature on my phone - well, in my line of work, I administer benefits for over 2,000 employees in the US and Canada.  Benefits are important to people - hey, they're important to me....So it is to be expected that I receive numerous calls ranging from - where is my benefit card, why was my dental claim denied, I want to drop my ex-wife, I want to add my newborn baby, why am I getting a spousal surcharge taken out of my paycheck, where is my pension check, why did the retiree medical costs increase so much, and so on and on and on and on.....

So with that said, I use the mute button at least 3 times a day:

When my phone is on speaker so I can multitask - type an email, file documents, or even eat my lunch.  I just read that the latter task is rude - but au contraire mon frere - I'm muting my smacking with the mute button!

When an employee, retiree or pensioner is talking out the side of their neck.  Sometimes I can't understand why someone would go off on someone who can help them.  That is my job - to solve problems.  I am all for fighting for your rights, venting your frustrations - I do it all the time, you should hear me talking to my cell phone company - but really, sometimes you need to just listen.

When I have to laugh - as serious as I am, I am equally goofy and love to laugh.  At times I find humor in difficult situations and to prevent upsetting or frustrating the caller on the other end, I use my trusty mute button to get out my chuckles.

Beware of checking that the button is pushed before saying something smart.  One day, a medical vendor made my colleague very mad and irritated, while she was shouting over the cubicle to me to come over and assist her with this annoying customer service rep for a vendor, she uttered, "this lady is irritating me and I'm tired of talking to her" well, when I got over there, the rep responded to my hello with "although your colleague thinks that I am annoying and irritating...." Whoa - Not good - my colleague did not double check the mute!

So make sure you check and re-check that button.  In a perfect world, we would not feel the need to say smart aleck things and not allow our buttons to be pushed - but at least until I reach my ultimate level of Zen - I will continue to use my mute button. 

We are all customers

Customer service matters. We all have or will be on the giving or receiving end of customer service at some point in our daily lives or careers. By day, as a Human Resources professional administering benefits to a company with over 2,000 active employees, retirees and COBRA participants and their dependents, I choose to perform exceptional customer service for the following reasons:

• Benefits (Medical and Dental to be exact) are sensitive subjects for all, including me. No one wants to arrive at the doctor only to find that they're not covered. Respect what is important to the customer.



• I never know who is on the other end of the phone. Great customer service should be blind to status, title, gender, race, etc. One day I may talk to the mail guy and on another day it might be a former CEO, either way they would have received remarkable customer service.



• Do unto to others as you would have them do unto you. I recently had the worst experience with an airline whose name I will not mention. I have written a very detailed letter and have made numerous calls to their corporate customer service office and am awaiting a response. Its well-known that one tells more people of an unpleasant experience than a positive one. Don't put your reputation on the line - just think about your reaction to unacceptable customer service.

Check out the 2010 Customer Service Champs listed on BusinessWeek.com and see what they did to make the list. http://images.businessweek.com/ss/10/02/0218_customer_service_champs/index.htm