The other day a friend of mine of Facebook posted about an experience they had with a customer service representative over the phone. They made a comment about how customer service is dead and it made me think …
I work in a call center for a very large and well known company so I see the other end of those conversations. I’ve been the customer and I am the rep, every day. I promise you it isn’t as easy as it seems.
Just think about it, sitting on the phone all day, every day with calls coming in back to back to back…. For 8 hours …every day ….mind you, the majority of the people you are talking to are not being exactly nice. Now don’t get me wrong, there are many great people I talk to day after day. But there are also people who have been incredibly hateful. I also only have the experience for my own job so maybe this doesn’t apply to every setting.
Now I don’t want to delve into all these horrible calls or reps that I’ve experienced because that is not the point of this. The point is… it’s not that customer service is dead ..it’s that human decency is dead.
In my experience with my employer I have had the privilege of speaking with some incredibly kind and great people. I’ve talked to people who just needed help and were so grateful when I could just help them. But I have also talked to people who have cussed me and verbally broken me down over something so menial. I have had my first and only experience with racism against myself all because I was doing my job as I was expected to do it. I was kind and professional and it didn’t matter. It’s heartbreaking and can really take a toll on a person when you are dealing with that day after day.
But we have to remember that we are all human beings and just because someone else was hateful or we are going through a hard time does not mean we need to take it out on someone else. It’s a vicious cycle …”abusive” customers cause calloused reps and calloused reps cause “abusive” customers. That doesn’t go for just reps and customers either. It’s simply being a decent human being to each other.
We rarely hear those pass it down stories where someone ahead of you in line at Starbucks paid for your drink so you did the same for the person behind you. But we need to, we need more of those people and less of the people who have no care for anyone but themselves.
Don’t forget that the person providing you that “Customer service” is another human being who has their own issues and maybe what they need is a kind person to show them not everyone is out to get them.
You are so much more likely to get what you want when you are nice instead of screaming and yelling. You attract more bees with fields of flowers than you do with a pond of vinegar.
We have to take accountability for our own actions because those are the only actions and choices we can control. If you choose to be mean and hateful then don’t get upset when someone is mean and hateful back. We can’t lose faith in society because then it is truly lost. We have to, as cliché as it sounds, be the change we want to see. We have to stand up and be what we want society to be because actions and attitudes (good or bad) are contagious.
Pass it down.
Be the reason someone smiles today!
Thank you for being a part of my journey,