First day back, first desk shift.

First day back, first desk shift in over three weeks, and I have a happy customer moment to share :D

Lady came in with her iPad. she was having a problem with her emails being in Italian instead of English and it was driving her up the wall. She and her husband had recently been to Italy for an extended period and she was looking for a way to get her emails back to English - she had no idea how they had ended up in Italian in the first place.

Upon further investigation, only the headers were in Italian. Checked email settings, all in English. Further eyeballing and it turns out only her Facebook emails were in Italian. So checked the Facebook app, app is in English, visited Facebook online - her Facebook was in Italian. With the help of Google Translator (I don't speak Italian) we were able to navigate to Settings and change it back to English. problem fixed. Because Facebook had somehow been turned into Italian, all the notification emails from Facebook were in Italian.

That was the problem, and the problem was solved, and she was very happy, but it was the discussion around the problem that made the experience really worthy of noting. With our new layout and customer flow, I was confident and happy to spend that extra time (it did take some time to suss it all out) focussed entirely on her and the problem at hand. In our previous model, there would have been a queue forming behind her, I would have been on edge, wanting to help everyone in that queue rather than giving her my full attention. I feel so much more confident and less guilty when this kind of focus is needed now. Queues do still form, but somehow this model is less frantic, despite being a little more physically demanding (in a good sense, I need the exercise :D ).

I learnt a little Italian, and she left very happy with a Reboot brochure in her hand.

Auguri,
Ruth
(Auguri = Best wishes in Italian (apparently, I'm not good with languages)...gotta love Google Translator)