I’ve always thought that everyone should work retail at least once in their life, if only to experience the humiliation and indignation of being uninformed and unimpowered and constantly reminded of both by the thankfully minor (but unfortunately loud) portion of the population that thinks shopping is a life or death situation. Once you’ve worked in customer service, you really have no choice but to act somewhat reasonable towards others in the field. Constant interaction with strangers–pleasant, angry, or otherwise–is not any easy job.
I’ve done this. I’ve worked retail. I’ve seen the good, the bad, and the ugly. But with one month of professional customer service under my belt, I’ve decided to add a caveat to my mantra: In addition to working retail, everyone should be required to spend a week or two in a third world situation. Because it has come to my attention that what this world needs is not love – although love is nice and it certainly decreases the number of angry phone calls and hang ups I receive – but perspective.
To put it succinctly, if you are not dialing 911, your problem is not an emergency. Therefore, you are probably going to have to take a number and it’s probably not number two. But rather than camp out on my soapbox, I thought I’d offer a few insights and tips about the overall world of customer service–good or bad–and how to navigate the ropes with as little collateral damage as possible.
- As emotionally upsetting as your situation may be, don’t editorialize. Most of the people you speak to won’t be involved or responsible, and even if they are, they won’t care. They might be heartless, but most likely they just don’t want your baggage. Also, they’ve heard it all before. (Water off a duck’s back, baby!) Be persistent, but stick to the facts.
- Be willing to accept that you may be wrong, especially if it’s a situation you’ve never dealt with before or a subject you don’t know a lot about. If it’s not your job, the customer service rep probably knows more than you. Trust me, humble pie tastes better when it’s warm. If you’re wrong, own up to it quickly.
- It’s okay to ask to speak to a manager, but go up the company rope, one by one, even if it takes time. If you try and jump rank, no one will know what you’re talking about and you’ll annoy the higher-ups who try and stay out of the details. Stick with the people who deal with your situation on a day-to-day basis. They’re the ones most able and likely to help.
- Stay calm, cool, and collected. If I want drama, I’ll watch Lifetime. Hanging up or getting mouthy does not impress me and it does not help you. If you’re a repeat offender, don’t think word won’t get around. Talking about the crazies makes for great water cooler conversation.
- If you feel like you’re stuck in a merry-go-round of transferred phone calls or emails, don’t take it personal. Many large companies are spread across multiple locations and have a high turnover rate. People may genuinely not know who should handle your concern.
- And finally, if a company or business has a history of treating you this way, take your business elsewhere! You’re not going to change the company culture while swinging through their electronic phone directory, but money does talk. And if you have no choice but to do business with the company, join the club. I hate Comcast too. ;)
What do you think? Have you worked in customer service before? Did it change the way you treat others? Do you have any thoughts to add?
