It's better to laugh than to cry about something, right? So coming to the "end" of our busier season at work, we've recognized that a sheer volume of calls isn't what makes us want to curl up and cry at the end of the day. No, it's the basic decency lacking in an increasing number of customer interactions. I know life is tough all around and sometimes "adulting" is really hard- I'm with you 100% ladies and gentlemen. However, taking out your anger or frustration on the person on the other end of the phone, other side of the counter, or table doesn't increase your maturity points. I've worked in a variety of customer service positions over the last 8-9 years and while each one has their unique quirks, some basic principles seem to apply fairly universally. One of my co-workers has a phrase that seems appropriate, " The customer is not always right, but the customer is always the customer."
* Expecting great service is your prerogative. In fact, I encourage you to have high expectations, keep people on their toes, etc. But expecting that great service to mean that a company does whatever you want, when you want it, and for the lowest price you are willing to pay it not okay.
* Separate the situation from the person you end up talking to about the situation. They may not have had anything whatsoever to do with it. Remember you are talking to a real person (most times), not a computer. What you say and, more importantly, how you say it affects other people.
* Along with that, recognize the distribution of responsibility in any given situation. For example, yelling at your waitress because you waited 30 minutes for food when she brings it out hot probably indicates the issue was more in the kitchen. Be willing to recognize when you have a responsibility there- when you arrive late or provide inaccurate contact information.
*Please respect rules or restrictions. They are there for a reason and probably one that protects both of us. It is easy from a customer's standpoint to think it's always a casino set up- that the house always wins. But that's not always the case; more often than not, a business wants to create service that offers long-term benefits, not just short-term cost effectiveness. Take a moment to listen when they attempt to explain why something is set up a certain way.
* There is a fine line between being proactive and asking for discounts and telling us you are refusing to pay late fees, collection fees, or the balance because of xyz. Before working at my current job, I did not even know it was an option to tell my service providers that I would not be paying my late fees because it was my cousin's boyfriend's dog's fault. What?!
* In a society that enables a lot of complaining and venting (hence the post you are currently reading), the most effective method to solving a particular issue will
probably not be whining and complaining. Express your concern or complaint, then give the company a chance to correct it. If you just wanted to complain, vent somewhere else before calling.
* Remember the big picture. There is a scale here of urgency, of importance; freaking out about getting service for just one cricket found at your home is different than not getting your medication on time as needed. No matter what the circumstance, it is never okay to demean or belittle others; pick your battles on things that matter most.
The next time you pick up your phone to yell at your phone, electric, or pest control company, take a minute to check yourself. Next time you're at a restaurant, a department store, or Wal-mart, take just a few extra seconds to be considerate and kind to those who work there. Yes, part of their job is to provide goods and/or services for you, but that does not make them slaves to your every request.
