Feeds:
Posts
Comments

Posts Tagged ‘frustration’

Image credit: Lora Bates

Image credit: Lora Bates

I bought my new phone just after my husband bought his. Kevin couldn’t wait to get his new phone set up. Mine sat on the counter in its crisp little box for months. Why bother? My old phone worked fine.

Finally, I decided to contact Telus and have my new phone set up. I used my husband’s phone to make the call.

I’m not sure if I can write out the following events and have it make any sense at all. I went through hours of frustration when the agent switched my husband’s number instead of mine to the new phone . . . the call dropped . . . I called back on my phone and was put on hold . . .  I totally confused another agent when I tried to fill him in on what happened . . . he put Kevin’s number back on his phone and discovered that they’d wrecked the SIM card by putting Kevin’s number on it . . . now I had to go buy another SIM card.

Argh. Sigh. Groan.

The Telus agent offered to put a $15 credit on my account and apologized for their mess up.

“I’m sorry if I sounded irritated. I know this wasn’t your fault,” I told the agent at the end of our long conversation.

“You have every right to be frustrated. I’d be pretty irritated too.”

“Well, thanks for your help.”

I set the phone down and rested my head in my hands. Why did I buy a new phone anyway?

We drove into town to buy a new SIM card . . . the store was closed. The next day, when I finally got the stupid, puny little card—it was almost $2 more than Telus had given me to buy it. “Just let it go Rachel,” I told myself.

Thankfully, the transfer went smoothly this time. “Are you sure it’s my number?” I asked the agent for the second time. She was patient with me.

Whenever I feel like freaking on someone in customer service, I’m reminded of my years as a waitress. If someone is angry because the food is too cold or it takes too long or doesn’t meet expectations—they take it out on the waitress. Not fun.

I few years after I’d quit waitressing, and while we still lived on Cortes Island, Kevin and I were grocery shopping. Our town trips were always stressful and rushed with ferries to catch. We stood in the lineup as the cashier moved with the rapidity of a frozen sloth.

“Would you like your milk in bags?”

“No, it’s fine!” I replied, snatching the milk jug from her hands and packing it into the cart.

Later, as we sat on the ferry and watched the trees slide away, Kevin turned to me. “I was shocked when you snapped at the cashier. You more than most, know how hard it is to deal with angry customers.”

I nodded. An image of the woman’s hurt expression flashed in my mind. “You’re right.”

I’m glad Kevin said something to me that day. It doesn’t matter if Telus cost me hours of time and $1.81 in cash—I’m still responsible to treat others with respect and to apologize when I fall short.

This is even more important to me now that my daughters both serve at Tim Hortons and try to meet even the rude customers with a genuine smile. Everyone makes mistakes from time to time and kindness doesn’t cost us anything.

IMG_4079

Advertisements

Read Full Post »

529107_98754865

Photo credit: winjohn

 

Computers. Sometimes you love them, and sometimes you want to smash them with a hammer.

The girls were finishing their Biology course and were supposed to do a presentation via the internet at 7:00pm on Monday night. At 2:00 I thought I’d log onto the v-class to see how to go about presenting slides.

We’d logged onto the class several times before without incident, but this time an innocent little screen popped up: “How do you want to open this type of file (.jnlp)?” It seemed polite enough. I had no idea how loathsome those words would become after 5 hours.

There was a list of apps that I could choose, so I picked Adobe. It didn’t work, so I tried internet explorer. That just took me to a page of gibberish. And worse, I couldn’t change it. Finally I tried a system restore. It took most of an hour, and when my computer came back on, I couldn’t use google chrome at all, and the school website doesn’t support internet explorer.

My computer is a laptop, and at this point I was considering closing it and flinging it like a Frisbee. I might have asked for help in the first place, but here it was 2 hours later, and I was even worse off than when I started. There was no point in asking for help on how to open a “.jnlp file”, when I couldn’t even access the website anymore.

I redid all my updates. Nothing. I re-downloaded Chrome, and it worked, but another 30 minutes had passed.

I downloaded an app suggested by my very helpful computer, but it did nothing. I would have just given up and gone to the library, but the library is closed on Monday. I fretted and stomped and finally hung my head on my arms and shed a few tears.

I’d like to think that being a mom of six kids, I’ve learned some patience along the way—but apparently not. I was completely undone by a computer. I did finally ask for help, but I was too frustrated to think straight, and nothing worked.

Five hours. I vainly fiddled and fussed over this inanimate object for five hours.

I’d sent of dozens of little, “Please help me to get this stupid thing to work” prayers. But I finally asked Kevin and the kids to pray with me, and I gave the situation to God.

It all comes down to surrender. Do I trust God with the outcome? Even if things don’t work out the way I planned? These were the questions I felt probing my heart.

We never did get logged onto that v-class. It was disappointing, but God had a lesson to teach me about computers, faith, and surrender.

By 7:00, my heart was restful. Thankfully, there wasn’t a hammer handy at 5:00. 😉

“ Do not be anxious about anything, but in every situation, by prayer and petition, with thanksgiving, present your requests to God.  And the peace of God, which transcends all understanding, will guard your hearts and your minds in Christ Jesus.”

                                                                                                                                     ~Philippians 4:6-7

Read Full Post »