Way too much information

Anyone whose worked in corporate customer service in the last 30 years has probably had to sit through a couple of those Gawd-awful, John Cleese-type training videos featuring starving, D-grade actors who’ve sold their Oscar dreams down the river for a couple of bucks performing two-dimensional skits for brain-dead desk jockeys and call centre clerks.

My introduction to this was straight out of school, when I took a job serving watery pots out of greasy glasses to hardened criminals in one of the Outer East’s more notorious bikie bars.  For me it was just a job; sure, I’d not learn anything useful, but provided I didn’t get glassed, king-hit or have a chair smashed over me in one of the weekly brawls, I would collect a steady, minimum wage pay-check with which to advance my own liver-destructing activities, and as an added bonus, catch front-row views of my topless colleagues between 4 and 6 on a Friday.

But that all changed when, shortly after commencing my employment, the pub was bought-out by a swanky, well-established real estate firm reading the urban expansion auguries and speculating on avant-garde gentrification of the establishment ahead of the arrival of an entirely new, upwardly mobile residential market.

Within days of the takeover, we were being drilled with phone-answering hooks which were so long and grammatically complicated that they would send our regular clientele packing long before they’d had a chance to talk,

“Good morning, welcome to The Astoria!  My name is Donkey and I am your friendly, enthusiastic and ready-to-help customer service agent on this bright, sunny morning.  Please take a moment to press 8# to hear about all of our amazing services and products, or feel free to simply request anything specific from me as soon as you are ready” [CLICK – beep-beep-beep].

Ahead of its time it certainly was!  And so too was another customer service approach which was strongly advocated for in the training videos, and soon adopted and directed by the new management.  This approach dictated that if there was to be even the slightest delay in meeting a customer’s demand, the staff were to communicate directly and often with the customer to update them on the progress of their product or service.

You can just imagine the response this got from ‘Crazy Shit’ McCauley, one of our friendly regulars, during my first shift after customer service training;

Donkey:    “I’m sorry about the delay in delivering your beverage, Sir.  We are having some trouble with the turnover of barrels in the chilling facility below stairs”.

CSMcC:    “Well why the f**k don’t you shut your poncey, pretty-boy d**k-trap and get on with swapping the f**king barrels over so I can get me f**king beer.  Stupid, lazy c**t!”.

As I said, ‘ahead of its time’.  These kinds of responses went on for well over two years, by which time I’d gotten jack of the daily abuse, projectile mucous and physical threats and took up a job sweeping the floor of a gay men’s hair salon (while dressed in red hot pants and with only a dustpan and brush to work with – obviously another story all together, but I can assure you the tips were incredible).

But the point is that while the customer service training videos and executive-level research might suggest that customers want to know the minutiae of why their meal/their bill/their statement is taking too long, my experiences at The Astoria suggest otherwise.  So too does another example which I experienced today, this time as the customer.

This afternoon, I was sitting aboard a jam-packed airliner awaiting take-off, fuming over delays which had us sitting motionless in the sweltering, tropical midday sun as the tarmac around us slowly baked into a sticky black mess.  The delay, we came to understand from the enthusiastic young Captain, was due to a malfunction in the air-conditioning system, which had been blowing-out scorching hot air for the better part of an hour. 

In his best FM radio jock voice, the Captain went into great detail about the debilitated cooling system, and ‘assured’ us that the service crew had all the parts out of the plane and strewn across the baking cement in an effort to isolate and fix the problem.  If the Captain’s intention here had been to make me feel more disposed to forgive the airline for the uncomfortable delay, then blowing the lid off my mistaken beliefs relating to meticulous airline service procedures wasn’t quite getting me there, and my anxiety was soon mirroring the cabin mercury.

About thirty minutes later, we roasting passengers were revived by the initial waft and later firm blast of cool air coming from the vents.  Our Captain then publically thanked John the Engineer for “…coming all the way out here on his day off to single-handedly fix the problem – you may not realise it,” confided the Captain, “but this is a job normally reserved for a team of three”. 

Again, admission of sub-regulatory airline safety protocols wasn’t helping me to excuse the yawning gap in our departure schedule, but the customer service pitch didn’t end there.  A short while later, the Captain again spoke over the intercom, “Sorry for the further delay here, folks; we’ve been having some trouble with the flight computer.  We’ve been trying a few things here and there, and wouldn’t you know?  It seems the best way to fix these things is the ol’ Control-Alt-Delete combination … Ha!  So we’re just re-booting the system and we’ll have the flight plan up in no time, and we should be right for take-off in about two minutes…”.

Are you getting my point here?  And just when one thought that all that might seem just a little unnerving to an anxious passenger, this near-final clanger from our Staff-Member-of-the-Month of a Captain, “Ladies and Gentlemen, I apologise again for that being the longest two minutes of your life; that’s because we had developed a different flight plan when we thought the air conditioner wasn’t going to work, but when it was fixed – thanks again John … that man really is amazing! – we were back onto the old flight plan but we accidentally sent the new one to Air Traffic Control and now we’re trying to sort it out.” 

“Right, that’s it!” screamed every fibre in my body, “I do not want to be here … disarm those bloody doors and get me the hell out of this thing”.  But my desperate attempt at escape proved unnecessary with the Captain’s next words.  By this time, we’d taxied onto the runway, and had been waiting in poll position when the Captain announced, “This seems to be taking too long I’m afraid.  We’ll have to taxi back to the apron now to make room for the Air Solomons plane to depart, and then we’ll have another go.  It won’t take long and we’ll soon be off.”  With that I gave a sigh of relief and looked forward to getting out of this ageing tin can, but at that moment, for the first time all afternoon, the Captain decided to act without passenger consultation, and in a complete contravening of his latest communication we hurtled down the runway and were off into the big blue!

As I clung to my seat for the next four hours, my knuckles getting whiter and shinier with every turbulent bump or shake, I reflected that I reckon the customer service industry R&D teams have got it completely wrong.  No customer really wants to know the whys, the wherefores or the what ifs.  Customers and service users choose to have others pour their drinks, fly their planes or re-insert their haemorrhoids because they are either too lazy, or prefer not to be bothered with the technicalities.  They choose not to be in the driver’s seat, and therefore they simply do not need to be part of the minutiae of decision-making or output progression.  Too much information just puts people on edge, or else highlights the service provider’s incompetence … and there’s no way in the world that either of those two outcomes are going to be good for business.

The only info that we passengers didn’t get was seeing this guy when he boarded the plane and took to the flight deck - all would have been instantly clear.  Pic: ww.123rf.com/photo_7259367_crazy-wwii-bomber-pilot-saluting.html

Radio Therapy

Say what you will of Western European nations as ruthless colonial oppressors and exploiters of some of the world’s most vulnerable people; indeed their legacy in many African, Southeast Asian and Pacific countries comprises physical and cultural displacement, racial and political power imbalance which frequently topples into bloody civil war, and economic ruin either through depletion, or forced signing-over of valuable natural resources.

But it’s not all bad.  The Western Europeans may have been a bit heavy-handed on the governance side of things (and possibly a little discriminatory in their national view and treatment of their colonial citizens), but they did leave behind a commitment to fine dining which is truly a welcome aspect of occupational exile in some of the world’s far-flung locales.

While some colonial powers set fire and/or bombed fields, towns and livestock as they made hasty retreats ahead of angry, spear-wielding mobs of pro-independence activists in the ‘70s and ‘80s, the French chose instead to throw toasty, golden baguettes, flaming crepes suzette and sugar-crusted crème brulee in their wake.  This seemed to do the trick in Vanuatu, as the satiated masses embraced this culinary legacy, and such delightful treats are available in every corner store, often at any time of the day or night.

Great news for Donkey in some respects, but not so great for the ol’ waste-line, as evidenced during a recent clothes shopping expedition with Mrs Donkey while on holiday back in Australia.  Mrs D was in the change room trying on some little black cocktail number while Donkey stood outside the closed door, trying to look as inconspicuous as possible amongst the frilly lace and tiny bows of women’s lingerie hanging all about him (why do they put the change rooms amongst the lingerie?).  As I stood stock still, embarrassingly avoiding aggressive, accusing eye contact from the other customers queuing to try on their garments, an attractive young sales assistant wandered-up behind me and enthusiastically asked when I was expecting.

That was it!  As soon as I got back to Port Vila, things were going to change.  No more hazelnut praline-filled baguettes for breakfast, no more pain au chocolat with chocolate ice cream and fudge on the side for morning tea, no more brie and bacon pies aux frites for lunch and definitely no more garlic snails followed by duck a l’orange for dinner.  True to my commitment, my life since returning to Vanuatu has become a thrice daily monotony of breadless lettuce sandwiches washed down with a straight glass of tepid water (the temperature being conducive, so the diet gurus tell me, to more frequent bowel movement).

On top of this gruelling feeding regime, in order to both divert my attention from my groaning abdomen, and to try to shorten the period of time I shall be subject to this dietary boredom, I have also embarked on a sustained exercise program which I must grudgingly admit, is finally starting to yield results.

But the selection of an appropriate form of exercise was not an easy process in this country where the roads and traffic are not conducive to safe cycling, and where the forty-eight-degrees-in-the-shade summer heat renders traditional, vigorous exercise such as sit-ups and push ups completely out of the question (after a single lift, the sweat pouring off one’s body makes it impossible to get any purchase on the floor, and one is left floundering on one’s back like an up-turned tortoise).

The only option left was swimming … in this country with not a single serviced swimming pool greater than ten metres in length.  I did give it a go, but after seventy-three strokes and as many tumble turns, I blacked-out from dizziness and had to be retrieved from the bottom by a burley construction worker and his heavy-duty crane with which he’d been laying building foundations nearby.

A week later, with the humiliation of front page local news behind me, I realised there was nothing for it; if I was going to lose this massive paunch, I was going to have to embrace the concept of living on an island, ignore all the horror stories and take to swimming in the ocean.

“What’s the big deal?” I thought to myself as I launched out from the sea wall one fine morning.  All about me was a kaleidoscope of blooming coral formations and a menagerie of brightly coloured tropical fish.  “This is fantastic … so peaceful.  I should have done this months ago”.  I pounded confidently out from the port and was still congratulating myself on having discovered this wonderful, submarine paradise which was going to turn me into a herculean specimen of manhood, when I suddenly came to my senses above a deep, blue, murky darkness.

I’d left the drop-off well behind and was now floating vulnerably above an abyss from which I imagined all manner of deep sea beasties zeroing-in on my fleshy white thighs.  My panicked brain convinced me that if I was desperate enough, I might just manage to outswim a giant squid, great white or whale shark, and feeling pretty desperate at that point, I set to pounding back towards what I thought was home.

Of course, one’s sense of direction in open water is never an easy concept to grasp, nor is one’s ability to stroke strong and true when driven by sheer panic.  In my desperation to get back to the reef, I was floundering like a harpooned killer whale (perhaps not a great analogy, given the circumstances), and heading in a completely different direction, towards the rocky headland at the opposite end of Port Vila harbour.

After a while, the forbidding black depths changed to a more palatable, murky blue, and I managed to reign in my debilitating terror.  My stroke improved and before long I was powering along; back into that monotonous trance one gets from the relentless plodding of right arm, left arm…

right arm, left arm…

right arm (“Oh how nice, Angel fish”)…

left arm (“Wow, coral trout”)…

right arm (“Gee, that’s a big fish…”)…

left arm (“Aaaaaaargh!”). 

Back in first year physiology, we learned about that basest of animal instincts, the ‘fight or flight’ response.  When an animal senses danger, their body reflexively gears-up for ‘fight’ or ‘flight’; the options for success are weighed-up and the decision made by the creature’s very fibres at near supersonic speed.  Obviously, ‘flight’ gets them out of danger, and ‘fight’ is the only alternative if the former is not possible.  The body’s essential systems fire-up for the selected action, and all extraneous functions shut down to preserve energy.

How is it then, that when Donkey looks down to see a massive tiger shark swimming towards him, his body’s fight or flight response includes the immediate release of two malodourous, bulky, fright nuggets into his Speedos?  How can that be fight or flight?  For a start, the extra drag from this oozing pouch would surely slow my flight to a messy, mortal end, but even if I did manage to get the jump on my sinister predator, if sharks really can smell blood like they say, then he’d have no trouble tracking my stinky wake all the way to shore.

Stewing in my own mess, then, I resigned myself to meeting my maker, and with calm resolve, I turned to face my toothy assailant.  It was then I noticed the horizontal, not vertical tail moving slowly up and down, and realised that rather than meeting my end in a bloody, mashy mess, I’d found myself with the rare privilege of an encounter with a peaceful dugong, slowly meandering along the sea bed, snuffling away at sea grass.

An hour later, I emerged from the sea before a crowd of alfresco diners tucking into breakfast in one of the town’s fashionable cafes.  Although my life was intact, my dignity before the shocked crowd was sagging lower than the saddle of my laden Speedos. 

Defeated and resigned to life as a fat bastard at that time, I now have Mrs Donkey to thank for helping me to get back in the water.  She did so thanks to the wonders of modern technology, which have enabled me to strap on a waterproof iPod and crank up the volume of power ballads enough to distract me in the water from mortal fear.  Now I churn along the coast three mornings a week to the spurring drums and guitar riffs of such fire-up classics as:

·  Survivor’s Eye of the Tiger [shark],

·  ELO’s Don't Bring Me Down [to the dark depths with your massive tentacles to chew off my head],

·  Deep Purple’s Smoke On The Water [Humph],

·  Hunters and Collectors’ Throw Your Arms Around Me [and get me out of this school of killer jelly fish],

·  The Choirboys’ Run [for your freakin’ life here comes a manta ray] to Paradise, and of course

·   Great White’s Once bitten, twice shy.

The distraction seems to have worked, and everyone’s happy.  I’m happy because I look and feel great, and Mrs Donkey’s happy because she’s no longer getting around town with a pregnant hippo on her arm.  But the happiest person of all is Ms Nicole, the unfortunate soul who is tasked with doing my laundry – as she’s told me in no uncertain terms, any day without having to scrub the gusset of my Speedos is definitely a good day!

The Western Europeans may not have been the most culturally sensitive of masters, but they certainly managed a mean chocolate dessert.  Pic: http://www.comicsalliance.com/2012/12/11/belgian-court-rules-tintin-not-racist-just-gentle/