The invisible customer gobsmacked — NOT!

Just got back from my favorite grocery store (anonymous) that I have been frequenting for eight years. The cashier at the speedy check-stand was less than pleasant — she was downright rude. This is the first time in eight years that I have had a bad experience/negative encounter at this particular store.

I was so annoyed with her attitude that I did not even wait for my receipt. I walked off in a bit of a huff, anxious to subdue the bubbling cauldron of negativity brewing within. Attitude is everything when it comes to customer service skills.  Bad attitudes can spread like a virus. You can’t teach someone to play nice when they don’t want to play at all!

Could it be that she is having a bad night? (It doesn’t matter!)

Cashier: No eye contact, no conversation, and actively inaccessible in providing any form of decent customer service experience.

Me: It is uncomfortable to be at this check-stand. She won’t even look at me.  She is staring at the cigarette cartons. She won’t talk to me!

If she is having a bad night, this is NOT my problem.  I am the customer.  If she is going to be manning the front lines of a business, she needs to make the customer feel, at minimum, the two “W’s.”

  1. Warm – friendly and responsive
  2. Welcome – Decent greeting\reception

Get Proactive!

In the past I have directly confronted bad customer service.  It has never resolved anything and I am not one who likes to hold up a check out line!

While writing this post I decided that I will be informing the grocery store about this perceived negative customer experience. Not because I want to complain about experiencing bad service, but because I am concerned about how this particular cashier may eventually affect their business.  Negativity tends to breed negativity.

An old article by Anna Thibodeaux in CRM Weekly summarized it best: “According to a 2006 survey released by a group within the Wharton School of the University of Pennsylvania, a typical business only hears from 4 percent of its dissatisfied customers; the other 96 percent leave quietly. Of that 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.

How can companies resolve bad customer service?

  • Provide appropriate training on how to provide good customer service
  • Provide higher pay rates to employees that excel in customer service
  • Pay attention to customer complaints
  • Transfer an employee that does not meet good customer service standards (GCSS)
    to another position that does not involve direct contact with customers
  • Teach your employees to make a difference Today!

I hope that this article was helpful and now I am off to contact the company!

Until next time — stay safe online :)

Facebook redesign! Nobody told us!

Great Facebook communication!  Are you simply too huge, too cool, and too awesome to share GUI changes with our community?

Ermmm, Happy 6th Anniversary!

Register today for the FOSE 2010 experience!

You are well aware of the challenges we as a CyberSecurity community face from rapid changes in the technology landscape. FOSE 2010 is the place to discover opportunities and solutions along with changing expectations for government IT professionals.

Register today for the FOSE 2010 experience http://www.fose.com.

You can expect:

  • 3 days of IT resources helping you navigate today’s shifting tech landscape
  • 2 full conference days packed with education on emerging technologies, trends, and new improvements to existing solutions
  • Thousands of products on the FREE* EXPO floor allowing you to gain one-on-one insight into the capabilities of our exhibitors through demos, theater presentations and FREE Education.
  • Attend the Accenture CyberSecurity Pavilion or Focus on Digital Forensics.

*FOSE is a must-attend free show for government, military, and government contractors.

It’s time to register and reserve your place at FOSE http://www.fose.com

Connect with FOSE
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3 important steps that can take the bite out of cyberharassment

Recently, While watching the twitter public_timeline (TPT), I managed to get myself tangled up in an uncomfortable situation online.  While on the TPT I came across an alleged hacktivist, became overly curious, and followed up by conducting private research to better understand the intentions behind his or her hacktivism activities.

It wasn’t long before I began to notice discrepancies in the hacktivist’s focused cyber attacks. While conversing with this particular hacktivist I also drew some curious head shakes from security experts who allegedly had connections with the US government (AC).

In a nutshell, I managed to upset both the hacktivist and the AC’s! All of this online drama came about because I unintentionally set myself up for such a situation to occur.  Some of you may be wondering why I even bothered to pursue following and questioning such a controversial profile.

For as long as I can remember I’ve always been inherently curious. I was one of those kids who would find Santa’s hidden stash and secretly unwrap everyone’s Christmas gifts, then re-wrap all of the gifts back to perfection. Perhaps I was checking gift equality or I was just a nosy kid. Whatever the reason behind such invasive curiosity, this curiosity beast is one that I have to fend off and suppress on a consistent basis!

This type of curiosity could have easily become a Teksquisite reputation downfall. I could have been targeted both by the hacktivist and by government investigations. Though I did receive some direct communications via messaging and phone regarding statements I made about the hacktivist on twitter, I was not aware until much later in the game (by other concerned security
professionals) that this was a situation that I should graciously remove myself from.

“Harassment comes in many different forms and is not limited to physical or verbal abuse. Harassment can occur in any media or forum in which individuals interact.”The Free Library

3 important steps to extricate yourself from situational cyberharassment

  1. NEVER respond to flames.
  2. NEVER confront the individual(s) with evidence or accusations
  3. Remove yourself immediately from all hostile situations

The above steps should sever any type of online harassment situation almost immediately.  Although there may be some negative fallout from my particular situation, I anticipate that the steps I have taken above will successfully eliminate the possibility that cyberharassment will continue to exist.

If the above steps do not resolve a cyberharassment situation, you may be looking at the more serious case of cyberstalking.

“Cyberstalking and cyberharassment are very similar. Most people use them interchangeably, but there is a subtle distinction, typically relating to the perpetrator’s intent and the original motivation for their behavior.”

“While the two situations usually involve many of the same online tactics, cyberstalking is almost always characterized by the stalker relentlessly pursuing his\her victim online and is much more likely to include some form of offline attack, as well. This offline aspect makes it a more serious situation as it can easily lead to dangerous physical contact, if the victim’s location is known.” Wiredsafety

In the past I have voluntarily worked with both Wiredsafety.org as an Internet Security Specialist and HaltAbuse.org as an Internet Security Advocate. Both organizations offer extensive help to victims of cyberstalking. If you are involved in an online situation that has escalated beyond the status of cyberharassment, be sure to contact one of the organizations listed above for further information on how to protect yourself online.

Until next time – stay safe online!

If you read it on Facebook, it must be TRUE!

Facebook Is Going To Start Charging Money!

This scam first appeared on Facebook during December 2009. Users who joined this group were tricked into clicking a malicious link that took them off-site while secretly dumping malware on their computer.

“The ongoing thread that Facebook will soon begin charging for their site doesn’t appear to be slowing. The other night I was having dinner with a family friend who told me about a scoop he had that Facebook would soon begin charging for the site and proceeded to explain why he would pay. While it’s great that Facebook has provided value to his life and millions of others, the company will not charge users to access the site.” –All Facebook

Researching current 14,99 groups/pages appears to be harmless with no suspicious links found.   You can read more about this group at All Facebook.

Get A Free Pair Of UGGS!

You have to first verify that you can give out some private information, via taking one of the offered quizzes:

Does this IQ Challenge seem a little too familiar to you?  In July 2009 WBZ-TV 4 in Boston reported on the “I.Q. Test” scam occurring on Facebook.  Six months later, this scam is still connected to Facebook.  Check out the details at WBZ-TV video.

Pay Attention To Possible Scams And Scammers!

Become a fan of  *** Project NOSCAM *** and follow the weekly updated lists of:

SCAMS

SCAMMERS

** Notable Facebook Scams to be aware of **

If you find a scam or scammer on Facebook, do the site a favor and report it within the Group/Page  and also report the scam Group/Page to Project NOSCAM.

“If you allow an application or website to connect with your Facebook account, that application or website can access information on Facebook related to you and your friends and generate and publish stories about actions you take on that application or website without any additional permission.”   –Facebook

Help take a Byte out of Facebook Scams!


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