Customer Service for Submissions Heralds

[lumineaux]

I'm doing a dry run of this class/discussion group on Saturday.  The point of the exercise is to teach submissions heralds how to provide better service to submitters, but also to talk about how to deal with the inevitable crazy and unreasonable submitter.

I've sketched out broad themes for discussions and some "how do I handle this" scenarios.  I'm also looking for ideas for things to talk about, war stories, and some input from people who work in customer service about ways to deal with people.  What do you have for me, LJ-land?

Edited to add:  I'm looking for input from heraldic customers as well as heralds.  Do you think we provide good customer service when doing submissions now?  How so?  What could we do better?

Comments

[shaunacarrick.livejournal.com]

I'd be very interested in your 'final product' - it dovetails with a lot of what I try and do at Kingdom/Laurel level.

[lumineaux.livejournal.com]

I'm the EK Education Deputy. :-)

[ursula]

Getting notifications done (especially for the intermediate stages, which sometimes slip)? Deciding when to contact a submitter about a change?

For The Love Of SeaMonkeys

[farmhouse-ghost.livejournal.com]

Ohh ohhh... I have a war story.

try to get a Sea Monkey passed.
A 5-hour heated discussion at Herald's point. Pennsic 2001.

I don't believe I was being unreasonable. The rule: Monsters compatible with period armorial practice may be registered in armory. Monkeys were known in period and used in devices. Why couldn't I have a sea monkey?

And that's how I ended up with a Sea Unicorn.

I still want to register a Sea Monkey

Re: For The Love Of SeaMonkeys

[lumineaux.livejournal.com]

If you want to give it another shot, I'm game.

Re: For The Love Of SeaMonkeys

[farmhouse-ghost.livejournal.com]

Let go for it!
A badge? A new device? What do you suggest?

Re: For The Love Of SeaMonkeys

[lumineaux.livejournal.com]

You could do a new device or a badge. Badges are useful for marking your retainers and your household. In highly simplified terms, a badge says "this is mine." Your arms say "this is me."

First step: Let's scrounge around in some period armorials and see what we can find - there might even be something sufficiently sea-monkey-like already out there as a period charge or crest. A really ugly merman might do it (or a sea "wild man?"

Second step: Let's gather up as many examples as we can of sea versions of land creatures found in heraldry, so we can make the case that a sea monkey is a plausible made-up monster consistent with period monsters.

I'll have a pile of books with me at Mudthaw where we can start looking, if you're going to be there.

Re: For The Love Of SeaMonkeys

[farmhouse-ghost.livejournal.com]

I'll be there -- doing the retaining gig, but I'll find you :) Thank you!

[artisticphoenix.livejournal.com]

Advise heralds that the first word out of their mouth should not be "no". :-)

Try "Hrmmm, that's interesting. Tell me more"

Reshape their perception. It may not matter to the customer that their device is heraldrically (is that even a word?) correct as long as the customer BELIEVES that three monkeys on a field with rondels will look like three monkeys throwing poo and is freaking happy about it. Make it accomplish both goals - correct heraldry and make the customer happy.

Give people time tables. I was very unhappy that it took sooooooooooo long to get my stuff passed.

Have a list of neat things you can do with heraldry. Have people they can contact to help them get their heraldry on things. Okay the last one may be a stretch, but I think it helps.

I just have to say, your whole attitude is great and if you can replicate that, you'll be doing a service.

[lumineaux.livejournal.com]

Actually, the "monkeys throwing poo" armory has only two monkeys on it. ;-) You can see it here (http://oscar.sca.org/index.php?action=145&id=7259)

[beckishadow.livejournal.com]

There's always dropping the "crazy" descriptor. Just sayin'. ;)

I'd like to see better documentation. Better documentation makes decision-making heralds happy. Happy decision-making heralds make for passed submissions (or returns with very clear instructions on how to fix things). Passed submissions = happy submitters.

For example, not noticing that a name is on the problem names list, and was disallowed when they got rid of special treatment for SCA-compatible names, or solely using books on the "avoid" list... that's just sloppy work, and a disservice to well-meaning submitters.

And lastly, making it very clear that heralds are human and can make mistakes, and that consulting heralds can very easily miss a conflict. We do the best we can.

[ldy-susanna1.livejournal.com]

Strictly from the customer service field - use which ever it will work for the heralds.

Never use the word "you" as in "you did not use the right.....(what ever). "You" denotes a negative and puts a person on their guard.

When a person wants to hear that they are right-even though they are wrong do as Natalia says and "reshape their perception" Use words and since they are there with you, gestures that are appropriate.

If the person asks for something to be done and it cannot be done, ask for time to "investigate the options". Explain that you might not know ,or not have the information at this point but would gladly do some investigating to find out the answer. This will do 2 things- 1 (in most cases) satisfy the person that somthing is going to be done for them. 2 gives you time to see if anythng can be done, or simply get the person out of your hair for a short time. When the person comes back you can calmly explain that you did look into what you had talked about and was or was not able to come up with anything. In most cases the person will be calmer because you gave them the attention that they wanted and because there was a physical time break from the first conversation. Be sure to follow up though.

Be sincere- in moderation-most people know when you are pulling B.S.

Be polite -manners go a long way - even when the client is not using manners.

If a person is rude or is difficult - do not continue the call or interview. Be polite and disconnect the call or walk away from the table.( easier said than done)

That is all I can think off that might help.

Zsu