{"id":90,"date":"2009-03-31T06:57:00","date_gmt":"2009-03-31T11:57:00","guid":{"rendered":"http:\/\/www.leadershipintherealworldblog.com\/?p=90"},"modified":"2009-03-31T06:57:00","modified_gmt":"2009-03-31T11:57:00","slug":"great-customer-service-trumps-technology-nightmare","status":"publish","type":"post","link":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/2009\/03\/great-customer-service-trumps-technology-nightmare\/","title":{"rendered":"Great Customer Service Trumps Technology Nightmare"},"content":{"rendered":"

Here’s the setting: I’m interviewing Dr. Kenneth W. Thomas for my podcast yesterday.<\/strong> Ken is one of the most influential researchers in worker empowerment and conflict management, with his Thomas-Kilmann Conflict Mode Instrument (TKI)<\/a> having sold over 6 million copies.<\/p>\n

We’re having a great interview. He’s into it, I’m enjoying it.<\/strong> His PR guy is on the line, very happily quiet. The marketing rep for a publisher is listening in, contentedly. It’s a podcaster’s dream.<\/p>\n

The interview finishes and I hit the “Stop” recording button on the software which has captured every word of this interview over Skype.<\/p>\n

And my computer locks up.<\/strong><\/p>\n

What is going on? I can’t talk to them. My mouse won’t even move. The computer is frozen. I don’t know if the interview is saved. I am freaking out.<\/em><\/p>\n

I quick grab a land line and call the conference line to let them know I wasn’t rudely dishing them now that I got the interview!<\/strong> I mention the problem and that we may have to re-record. Everyone is gracious and willing but I am ticked.<\/p>\n

I decide to walk upstairs from my recording studio\/office to get a cup of coffee, take a deep breath or two, and pray with my wife that the recording was salvageable. I go back downstairs and stretch every geek gene and neuron to recover the temp file that I see but cannot listen to.<\/p>\n

Sigh. <\/strong><\/p>\n

I contact the provider of the software (CallGraph) and express my displeasure.<\/strong> Realizing they are in India I didn’t expect a response, but got one in less than an hour. I tried a couple recommended steps without success and decided to just send them the file with SendThisFile.com.<\/p>\n

As I dozed off last night I couldn’t help but admit this was just another technology nightmare. And it had to happen on this interview…<\/em><\/strong><\/p>\n

I checked e-mail first thing this morning and saw an incredible message in my inbox.<\/strong> The subject read “Recovered file.”<\/em><\/strong> As it turns out, Rajiv from CallGraph worked his magic and recovered everything except the last second or two. Unbelievable.<\/p>\n

Turns out prayer still works.<\/strong> \ud83d\ude42 And it also showed incredible customer service from a little known company that offers free Skype recording without time limits. There are settings, I’ve learned from Rajiv, to avoid the panic that I experienced.<\/p>\n

\"People<\/a>It is with confidence and appreciation that I recommend CallGraph<\/a> (www.callgraph.biz) to my customers and colleagues who want a tool to record Skype conversations.<\/p>\n

Andy Kaufman
Host of the People and Projects Podcast<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Here’s the setting: I’m interviewing Dr. Kenneth W. Thomas for my podcast yesterday. Ken is one of the most influential researchers in worker empowerment and conflict management, with his Thomas-Kilmann Conflict Mode Instrument (TKI) having sold over 6 million copies. We’re having a great interview. He’s into it, I’m enjoying it. His PR guy is… Continue Reading →<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[18,60],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p488Wj-1s","jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/posts\/90"}],"collection":[{"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/comments?post=90"}],"version-history":[{"count":0,"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/posts\/90\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/media?parent=90"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/categories?post=90"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.leadershipintherealworldblog.com\/index.php\/wp-json\/wp\/v2\/tags?post=90"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}