… and some things just shouldn’t be …

October 25th, 2009

Ok, so I won the NL Championship playoff match in extra games. Anthony and I played two games at 30 minutes per player, which I won 2-0, but not before Anothony won my Queen on move 13 in game 4! After realizing I was losing my Queen for a second piece, I shrugged my shoulders and was getting ready to play the blitz games. However, if Anthony was going to even the match, he would still have to finish me off in the game, and I had enough complicating moves to give him some headaches.

Game 3 was interesting, game 4 was error after error. In game 4, White was in serious time trouble by the time he blundered his Queen away. Don’t even ask what I was thinking when I played moves 7 and 12 in game 4. I’ll add analysis only if anyone asks for some…

Leonard,Anthony (1760) – Berson,Jordan (2044) [B17]
NL Championship Playoff (1), 04.10.2009 – Time control: G/120′ + 30″
1.e4 c6 2.d4 d5 3.Nc3 dxe4 4.Nxe4 Nd7 5.Ng5 Ngf6 6.Bd3 e6 7.N1f3 Bd6 8.Qe2 h6 9.Ne4 Nxe4 10.Qxe4 Nf6 11.Qe2 Qc7 12.Bd2 b6 13.0–0–0 Bb7 14.Ne5 c5 15.Bb5+ Kf8 16.Nf3 Ne4 17.dxc5 Rc8 18.Bd7 Qxd7 19.cxd6 Qa4 20.Bb4 Qxb4 21.Rd4 Qc5 22.d7 Rd8 23.Rc4 Qf5 24.Nd4 Qf4+ 25.Kb1 Nd2+ 0–1
 

Berson,Jordan (2044) – Leonard,Anthony (1760) [D10]
NL Championship Playoff (2), 18.10.2009 – Time control: G/120′ + 30″
1.d4 d5 2.c4 c6 3.Nc3 Nf6 4.cxd5 cxd5 5.Bf4 Nh5 6.Bxb8 Rxb8 7.e3 Nf6 8.Qa4+ Bd7 9.Bb5 e6 10.Nf3 a6 11.Bxd7+ Nxd7 12.Ne5 Bd6 13.Qxd7+ Qxd7 14.Nxd7 Kxd7 15.Ke2 Rhc8 16.Rac1 Rc6 17.a3 Rbc8 18.Na2 Rc2+ 19.Kd3 Rxb2 20.Rxc8 Kxc8 21.Rc1+ Kd7 22.Rc2 Rxc2 23.Kxc2 Bxa3 24.Kb3 Bd6 25.g3 b5 26.Nc3 Kc6 27.Na2 a5 28.Nc1 a4+ 29.Kb2 b4 30.Kc2 Kb5 31.Nd3 b3+ 32.Kc3 Bc7 33.Kb2 Kc4 34.Nc5 Kb5 35.Kc3 Bb6 36.Nd3 f6 37.Nf4 Ba5+ 38.Kb2 Kb4 39.Nd3+ Kc4 40.Nc5 Bc3+ 0–1

Berson,Jordan (2044) – Leonard,Anthony (1760) [D43]
NL Championship Playoff (3), 25.10.2009 – Time control: G/30′
1.d4 d5 2.c4 c6 3.Nf3 Nf6 4.Nc3 e6 5.Bg5 h6 6.Bh4 dxc4 7.e4 g5 8.Bg3 b5 9.h4 g4 10.Ne5 h5 11.Be2 Bb7 12.0–0 Nbd7 13.Qc2 Nxe5 14.Bxe5 Rg8 15.Rad1 Nd7 16.Bg3 Qb6 17.d5 cxd5 18.exd5 0–0–0 19.Qh7 Bg7 20.dxe6 fxe6 21.Rd6 Qc5 22.Rfd1 Be5 23.Bxe5 Qxe5 24.Rxd7 Rxd7 25.Qxg8+ Kc7 26.Rxd7+ Kxd7 27.Qf7+ Kc6 28.Qe8+ Kb6 29.Qd8+ Ka6 30.Qd2 b4 31.Bxc4+ 1–0

Leonard,Anthony (1760) – Berson,Jordan (2044) [B17]
NL Championship Playoff (4), 25.10.2009 – Time control: G/30′
1.e4 c6 2.d4 d5 3.Nc3 dxe4 4.Nxe4 Nd7 5.Ng5 Ngf6 6.Bd3 e6 7.N1f3 h6 8.Nxe6 Qe7 9.0–0 fxe6 10.Bg6+ Kd8 11.Bf4 Nd5 12.Bg3 Qf6 13.Bh4 Be7 14.Bxf6 Bxf6 15.Re1 Rf8 16.Qd2 N7b6 17.b3 Be7 18.Ne5 Bb4 19.Qc1 Bc3 20.Rb1 Bxd4 21.Nd3 Nc3 22.Qd2 Nxb1 23.Rxb1 Nd5 24.Nb4 Bc3 25.Nxc6+ bxc6 26.Qd3 Ke7 27.Qc4 Bb7 28.Qc5+ Kd7 29.Rd1 Be5 30.Be4 Bd6 31.c4 Bxc5 0–1

Customer Service Part II – Does Anyone Really Care These Days?

October 18th, 2009

If you don’t already know it by now, I’ve been working in different aspects of customer service for many years. Although technically speaking, everyone who works at a job where they serve people are, in one form or another, in customer service. However my job is more of a reactive customer service representative, rather than proactive. People have a problem, they call a toll-free number, and I answer.

I have worked for several insurance companies, large and small, and two banks. As many of you know, I currently work in a call centre, and at the bequest of my employer, I will omit their name. I am also the General Manager of my wife’s home business, Kimspirations! Wedding Consulting and Accessories. General Manager is my fancy name for the guy who deals with any issues that people may have with either our business or our vendors.

Recently my friend and local chess adversary (I’ll call him Mr. A until he permits me to use his real name), started training at a local call centre, which happens to also be a former employer of mine and Kimberly’s. For legal purposes, I will leave the company name out of my blog since I won a small settlement against them a couple of years ago.

This is Mr. A’s first customer service gig, so to welcome him to the uncalming mayhem of the CSR world, I told him the truth about customer service that employer’s dare not tell. It’s a simple word called caring.

Most companies teach things in their training classes about products, services, how to navigate procedures, code of conduct, using the interface, troubleshooting, etc. ad nauseum.

But despite what they may call Customer Care, most companies fail to teach the unteachable… the real meaning of Customer Care: caring.

This is where “good” CSR’s set themselves apart from the “good” CSR’s.

Wait a minute… huh?

The question isn’t whether the CSR is good, the question is to whom the CSR is good. Employers, for the most part, want to have calls finished up within X minutes on the average. The good CSR is the one who has excellent TCPH (True Calls Per Hour) and other statistics. All call centres measure CSR effectiveness mainly by the TCPH, or something similar. However, the real question is, which is globally better: Quantity or Quality?

To the call centre employer, it’s quantity. To the client, it’s definitely quality. This is where the catch exists: you can’t have good quality and good stats; the two just cannot exist together. This is the sad downfall of customer service as a whole.

Go ahead and ask any of my employers, current and former. I am notorious for having long calls. Why? Because I’m one of the most thorough agents on the block. And why am I so thorough? Because when someone gets me on the phone, I actually care about why they had to take time out of their day to call.

Now don’t get me wrong… employers also measure “quality”, like whether the agent had a nice opening, called the client sir or ma’am, and asked the client if they needed anything else before thanking them for their call. Yes, this is one aspect of quality, but by far not the quality that clients need.

Clients need a CSR who will put himself or herself in the client’s shoes, and take the time to really help solve the problem at hand. This quality is sorely lacking these days, and it’s because companies that have huge bottom lines are afraid of spending a little money by allowing their CSR’s to take enough time so that they can actually solve problems on the client’s first contact.

In my next blog entry, I’ll give more examples of how large companies have botched up customer service calls. And it’s all because the people that take the calls and receive the e-mails were taught to respond according to company protocol, and not according to what the client actually needs.

Stay tuned…

Some things are meant to be…

October 18th, 2009

… and some things are meant to be, only later!

As you may have already read below, I shared first place with Anthony Leonard in September’s Newfoundland Chess Championships. Since the NL Chess Association stipulates that only one name can appear on the trophy, we had a two-game playoff match. I won game 1 with Black on October 4, and all I needed was a draw with White in game 2 this morning to claim the title.

Well, for 17 solid moves, I played for that draw… and on move 18… on October 18… and my lucky number happens to be 18… I played a stinker, losing two pawns, and eventually the game.

More later… right now I’m off to see a movie with Kimberly :)

And the 2009 NL Chess Champion is…

September 7th, 2009

… well… ummmm… let me rephrase that.

And the 2009 NL Chess Co-Champions are…

Anthony Leonard and yours truly :)

So my time has finally come to win a Newfoundland Chess Championships, but it wasn’t easy. I won my first three rounds, but even my usual customer, Samir El-Gohary, made things very difficult for me. I was 13-0 against Samir going into this tournament, but you wouldn’t know it by the way he handled the Black pieces. Samir always puts his all into every game, and our round-one encounter was no exception. At one point his position looked very promising… more on the games later.

I have to thank a few people before I continue. First and foremost, I would like to thank Alick Tsui for running another successful NL Open. Alick has been the main organizer of chess in St. John’s for a number of years, and asks for nothing in return from the players. His tireless efforts to organize and play have really made chess in this province a success.

I would also like to thank former NL Junior Chess Champion Mike Watson. Mike is also known as “SirWatts” in the world of online poker, and he became a celebrity when he beat David Benyamine heads-up in 2008 in a WPT final table to take home the top prize of over $1.67 million. Mike still has his roots in St. John’s, and donated $100 to the prize fund of this year’s NL Championships.

I would also like to thank last year’s champion Dustin Cole, and five-time champion FM Grant Spraggett for not playing this year. Your cooperation is very appreciated :) (FM stands for FIDE Master, a title that the International Chess Federation awards to Masters)

I would like to thank Steve Martin and Jim Duffett for allowing me to beat them both with Black, and then holding Anthony to draws when Anthony had White. Your combined cooperation is also much appreciated :)

Finally, I would like to thank my wife, Kimberly, for all her love and support. Without her, I would not be where I am today… especially in Newfoundland. Before meeting Kim, I thought Newfies didn’t really exist, except in jokes told by Montrealers :)

I will have more on the tournament, including game analysis, later…

I Don’t Think I Can Dance, but Jenna Lynn Higgins is out of this world!!!

August 24th, 2009

I’m not much for reality TV… after all, most “reality” shows are either just game shows or situations that are unreal anyway. I don’t know about you, but I don’t live on a tropical island, nor in a house with a bunch of strangers, nor do I travel the world looking for clues to my next destination, etc.

One genre of reality show that has realy caught my attention is the entire live talent show series, such as American Idol and Canadian Idol, America’s Got Talent, and So You Think You Can Dance. I like the fact that people are putting out their true talents and passions on stage for everyone to watch and vote on. That, to me, is reality.

Recently, So You Think You Can Dance Canada started season 2. Kim and I especially like to watch the auditions, generally for the funny people who go just to have fun with no real expectations of going through to the next round… and then there are those with no real talent but still expect to go through. They are even funnier ;-)

After watching the Toronto auditions, I saw on my friend Laurie’s Facebook page that her daughter Jenna Lynn Higgins had auditioned and made it through to the finals. Laurie and hubby Dwight have five of the most mild-mannered and adorable kids in the world; Jenna Lynn is their oldest and only daughter.

Here’s one of the things I know about well bahaved kids at church: I don’t remember them well. Kim and I taught Sunday school at Pickering Hope Community Church where the Higgins family also attended, but I don’t really remember if any of them were in either of our classes. I know that Laurie is one of the most smiley people I have ever met, and Dwight is so polite and humble you have to squeeze words out of him to get him to talk.

So then I thought, how good could a quiet, well-behaved church-going teenager do at a competition like So You Think You Can Dance? See for yourself: http://www.youtube.com/watch?v=w-9NYycghq0

To say that I was stunned by Jenna Lynn’s performance would be an understatement. The judges’ comments were dead on, and the fact that Jenna Lynn never struck me as the type of girl who would flaunt anything means even more that she came out of character and nailed the audition perfectly. So of Jenna Lynn went to the finals…

Nearly 200 other competitors with a variety of backgrounds were up against each other for a spot in the final 20. While I knew that the judges loved Jenna Lynn’s audition, the next five rounds of eliminations were all in different genres of dance, requiring a lot of choreography, and one round of team dance. To say the least, the road to the top 20 was an uphill battle for all.

Kim and I watched every second of last week’s episode to see Jenna Lynn’s progress. Round after round, she went through, only the group dance put her at risk as her group failed to come together with a performance that was satisfactory to the judges, so Jenna Lynn had to dance for her life to avoid being eliminated. Once again, Jenna Lynn showed the judges why she was there – not because she can dance, but because she is dance.

In last night’s episode there were 46 dancers left, and the final 20 must have 10 male and 10 female competitors. Each competitor had to dance for their lives again, for once in the final 20, the voting is left to the television audience and not to the judges.

Kim and I were exstatic to see that Jenna Lynn made it through to the final 20!!! Hopefully everyone who reads this article will watch the first episode of the final 20 when it airs on CTV Tuesday August 25 at 8:00 p.m. Eastern Time. Your votes for Jenna Lynn would be truly appreciated. Let’s show Canada what true dancing is made of!!!

Congratulations on making it this far Jenna Lynn… you have a lot of proud people behind you!!!

And the winner is…

August 23rd, 2009

Jordan, of the Biggest Dolt In the Universe award!!

Ok, picture this, 2009 (I’m an old fan of Estelle Getty’s character on The Golden Girls, so shoot me), it’s the final Saturday of the St. John’s Youth Soccer season. There’s been talks about Hurricane Bill coming through Newfoundland, so I decided to check the Environment Canada website every so often for updates. Good news! Nothing is going to impact us yet, and it looks like today is going to be a beautiful day. Other than a very light drizzle at about 3:20 p.m. that lasted less than five minutes, the day was perfect!

So I figured that since it was going to be partly sunny with a fair bit of cloud cover that  the day was going to go smoothly weatherwise, so off I went ref’ing from 9:00 until mid-afternoon… WITHOUT FRIGGIN’ SUNSCREEN!!!

Yes, the UV index today was pretty high despite the cloudy conditions, but Dolt of the Universe Jordan here stopped reading the forecast as soon as rain was ruled out. So here I sit up at the computer because I cannot get too comfortable in my chair with the back of my totally bald head as red as a beet and covered in Solarcaine gel with aloe.

What’s ever stupider is that I bought a tube of SPF 30 sunscreen while in Montreal in preparation for that beautiful day at La Ronde with André, and it’s sitting handily in my bathroom up on a shelf in clear view. At least André and I didn’t get burned that day!

Well, at least the kids had fun today… and that makes it all worth while :)

Fun is…

August 17th, 2009

… when you go into your Yahoo e-mail account and delete e-mails in your inbox and sent folder dating back over four years ago :)

Anyone who sent me an e-mail since 2005 that I have not yet responded to, please resend ;)

I love tennis, but why should I care about Rogers Cup?

August 16th, 2009

Oh, I see. It’s a trophy, not a piece of Federer’s sports equipment :)

So now World #1 Roger Federer of Switzerland is out, #2 Rafael Nadal of Spain is out, and #5 Andy Roddick of the USA is out… three of the four players that everyone was really eager to see in the semis and finals in Montreal. The fourth player being #3 Andy Murray of Scotland, who has barely broken a sweat all tournament. Murray got to a tiebreak yesterday en route to beating Federer’s quater-final spoiler #7 Jo-Wilfred Tsonga of France, and he hasn’t dropped a set yet.

For those who don’t recognize Tsonga’s name, he shocked the world last year in the Australian Open semi-finals when he beat Nadal in straight sets, and looked to be a threat to win the tournament when he took the first set from then world #3 Novak Djokovic… and Tsonga was an unseeded player at the time! Tsonga ended up losing the next three sets to Djokovic, but he has proven that he is not a flash in the pan. Tsonga is now #7 in the world and may soon be rising.

Today’s final will see Murray face Argentina’s Juan del Potro, who has also been quite the spoiler after beating Nadal and Roddick in the quarter- and semi-finals.

So what does all this mean? It means that the Roger’s Cup finals will soon be forgotten, and next month the US Open will be very hotly contested by all of the aforementioned players, and over 120 others. The big question remains around how long Federer can hold on to the #1 spot overall, and whether he can win another Grand Slam now that Nadal is back on the tour after double knee surgery earlier this year.

All I can say is this is one of the most exciting summers in tennis history – the last one being 2001, when Goran Ivanisevic came back from the dead to win Wimbledon.

I must say it’s nice to see a sport where all the top players are of completely different countries… unlike chess of course. Vodka anyone?

But here’s a sad tidbit for Canadian tennis fans: if you combine all the points of the 11 Canadian players on the ATP men’s singles tour, they don’t even place in the top 30 in the world! Sad, isn’t it?

The sad realities about dining in Montreal…

August 10th, 2009

There is a genuine conflict that happens whenever I am in Montreal: Enjoy Montreal dining vs. I seriously need to lose weight. Well, dining won – I gained (only) three pounds while sucking back Orange Julep, steaméd hot dogs, smoked meat and Cott Black Cherry, way too many bagels (but they were fresh out of the wood-burning oven, so that counts for fewer calories, no?), the best pizza on the planet, more Julep and hot dogs… ok, I think I’ll stop now.

So the excuses are over - I’m back in Newfoundland where food is boiled to oblivion, and you won’t find a steaméd hot dog or an Orange Julep anywhere in the province (thank God, or I would weigh over 300 lbs for sure)… and the bagels… referring back to the beginning of my blog, they’re good, but they just ain’t the same as Montreal’s.

So now my weight stands at 270.4 lbs… still down 13 lbs over my previous Montreal visit in May 2008. Errrr… yay.

Time to break out the fiber ;-)

Home Sweet Home!

August 9th, 2009

Ok, for those of you who thought I disappeared off the face of the planet, I’m alive and well and sitting at my desk in St. John’s. I had very limited use of a computer with Internet access, so the last week of my trip went unblogged… sorry!!

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