If anyone has worked directly with customers, you'll relate.
Don't you just hate it when someone comes in and yells at you? They assume whatever happened that was wrong you did on purpose and therefore you're the scum of the earth for not doing it right? Obviously you couldn't manage to do it right anyway because, let's face it, you're just in customer service. If you had a brain you'd be a lawyer or doctor, not working with customers.
I have had my fair share of people throw drinks at me, throw bags of food at me, call and complain about me, cuss at me, spit at me, or refuse to leave a drive thru window because of the littlest things: I forgot to give them a straw; or I only gave them fifteen bbq sauces when they asked for sixteen, or I breathed funny or answered a question from a fellow co-worker and broke eye contact. You name it, I've been there.
That is part of the reason I try and be so careful when I handle people in customer service. If I have to call any service department for any reason, I check myself going into the phone call. Am I angry? Should I cool down first? Can I address the problem reasonably without making the person on the other end of the line feel like I'm the customer that ruined their day? Should I wait a few days, hours or minutes to collect my thoughts so it's quick and painless for everyone?
Don't you just hate it when someone comes in and yells at you? They assume whatever happened that was wrong you did on purpose and therefore you're the scum of the earth for not doing it right? Obviously you couldn't manage to do it right anyway because, let's face it, you're just in customer service. If you had a brain you'd be a lawyer or doctor, not working with customers.
I have had my fair share of people throw drinks at me, throw bags of food at me, call and complain about me, cuss at me, spit at me, or refuse to leave a drive thru window because of the littlest things: I forgot to give them a straw; or I only gave them fifteen bbq sauces when they asked for sixteen, or I breathed funny or answered a question from a fellow co-worker and broke eye contact. You name it, I've been there.
That is part of the reason I try and be so careful when I handle people in customer service. If I have to call any service department for any reason, I check myself going into the phone call. Am I angry? Should I cool down first? Can I address the problem reasonably without making the person on the other end of the line feel like I'm the customer that ruined their day? Should I wait a few days, hours or minutes to collect my thoughts so it's quick and painless for everyone?
Even though I ensure the answer to the last three questions is a solid yes, there is still a point in the conversation that I can feel the biting sarcasm or general frustration yearn to kick in.
Example: This morning I was on the phone with a Customer Service Representative from AT&T. A small billing problem, and let's face it, billing problems are the worst. Kudos to anyone who works in billing; you're pretty brave. After being told that I misread terms and agreements that I read clearly, I felt it coming. My general frustration for the last week tried to get the better of me. I bit it back, I refrained from raising my voice (not that I have much of a voice to raise today,) and tried for patience.
The problem was resolved in 18 minutes and 43 seconds. I left both of the women I talked to with good reviews, claiming that I was indeed a satisfied customer.
Now, I like to connect dots. Maybe God put me at Chick Fil A four and a half years ago so that I could learn to be more patient. So that I could enter that adult world of bills and problem-solving with a little more understanding so I won't be that lady with the Christian bumper stickers who gets out of her car to yell at other people because they are being impatient. Either way, you have to appreciate all of life and it's little lessons.
Example: This morning I was on the phone with a Customer Service Representative from AT&T. A small billing problem, and let's face it, billing problems are the worst. Kudos to anyone who works in billing; you're pretty brave. After being told that I misread terms and agreements that I read clearly, I felt it coming. My general frustration for the last week tried to get the better of me. I bit it back, I refrained from raising my voice (not that I have much of a voice to raise today,) and tried for patience.
The problem was resolved in 18 minutes and 43 seconds. I left both of the women I talked to with good reviews, claiming that I was indeed a satisfied customer.
Now, I like to connect dots. Maybe God put me at Chick Fil A four and a half years ago so that I could learn to be more patient. So that I could enter that adult world of bills and problem-solving with a little more understanding so I won't be that lady with the Christian bumper stickers who gets out of her car to yell at other people because they are being impatient. Either way, you have to appreciate all of life and it's little lessons.
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