He could have been a fantastic motivational speaker on customer service – from the customer's perspective.
"He" is my husband, the brilliant John Scalzi, a/k/a the Weather Muffin. And for the last 45 minutes he has been on the phone with the Epson printer tech support people trying to get an issue resolved with our printer. I have heard him say basically the same things over and over, to at least 4 different people within the company. Here is why I anticipate that he will get a resolution to his problem.
- He is persistent. He is not giving up. After the fourth transfer to another person (with a 5 minute hold between each one), I might have hung up the phone and made myself a margarita.
- He is remaining calm. I can hear that it is a conscious effort, but he is doing it. He doesn't FEEL calm (see photo), but in spite of how he feels – he is acting calm. By now the top of my head might have blown off.
- He is communicating clearly. After getting the same response for the tenth time, I heard him calmly say, "I am dissatisfied with that answer and here's why…" Wow. Now that was GOOD!
- He's actually finding HUMOR in all this! No kidding! He walked out during one period on hold and said to me, "These people have no ears! None! They have lots of mouths – but no ears! They must only hire earless people!" He cracks me up.
It is now a few minutes later. I just heard him say thank you and hang up the phone. He reported to me that the company was going to send us a new printer.
Oh dude. You rock. I have no doubt whatsoever that if I'd made that call it could have ended very differently. Like with the police showing up to arrest me for… well, for saying bad things.
There are distinct benefits to living with a Weather Muffin.