I’ve been on hold quite a bit lately. Let me explain. In this new normal, I have to keep in mind that there are not colossal call centers full of waste-high cubicles where thousands of operators sit staring into a computer monitor while speaking to you through their headsets. I’ve envisioned group managers
wandering the floor at the ready to handle any problem escalated up to them in a moment’s notice. “
Sorry, sir, we can’t do that
” is the canned response I usually get. But. I’ve now come to the realization that the new normal necessitates a different scenario. Instead of massive call centers bustling with the activity, you’re connecting with Joe from Boise sitting in their dining room on their laptop.
And, god forbid they have to transfer you to another department. Trust me; I’ve spent 2.5 documented hours on just one false fraud credit card issue! I finally persevered and got the problem straightened out after 3+ hours of wasted time on hold. Or was it? I came away thinking yes, it was a frustration and did
not need to happen, but it got done, and I moved on. That’s what I see going on here in Escondido. So far, somehow, we’re still here. The point I’m trying to make is that somehow, I survived this calamity.
I do believe that we, too, as a business community, will survive this economic shift. We’re feeling the pain and witnessing the losses, but generally, we will come back.
We can do this by helping each other, remembering to support each other and be kind to each other. Let’s work to resolve our differences and work for the benefit of all our local businesses.
With your support, the Escondido Chamber of Commerce can be a catalyst for change that is permanent and lasting in Escondido.
James Rowten (JR)