I mean, people will always whinge
in glee about how much they hate their jobs; how much they crave to sing “thank gawd it’s Friday” at the end of
the week so that they can kick off their work boots and swap ‘em for a pair of
trainers or kitten heels; and ultimately, how much they hate that Monday
feeling when they have to drag themselves out of bed for another week long haul
of daily grind. But I mean really. I hate it. And nowadays, it’s almost
entirely the fault of the clientele.
Now I know quality customer
service. I can feel it.
Granted, I’m sure most people can. And I know how important it is in any
business, but the more I work where I work, the more the quality that I
acquired during my year stint as a coffee shop girl begins to dwindle. And
while I have stated, and will continue to state, that difficult situations will
make you stronger, there are just some situations that I feel are a little too
mentally and emotionally draining. And while cock-ups are inevitable – we’re
all human – some people just aren’t willing to compromise. And when things
fail, they morph into sub-par human beings and scratch and hiss and roar at the
top of their voices.
Now I’m not guilty. I’ve animorphed in the past. When there’s been a cock
up at the doctor’s surgery or at the student loan’s company or a mysterious
charge to my mobile phone bill, I’m the first person to call up somebody in
demand to resolve the issue. Nevertheless, I rarely stay angry for long. I’m
not a very confrontational person as it is and I tend to find what I lack in
verbal skills, I make up for in writing (but I guess you guys can be the judge
of that). Nevertheless, not everyone is like me. Some people are quick to point
the finger at the first person they’re put through to without any real consideration
as to where or who the problem lie with. And as I said, it seems natural to see
red first before actual common sense sets in, but when you really think about
it – does shouting really help the situation?
Example one. In the past, my
internet service provider was TalkTalk. In my honest opinion, they’ve got
nothing on Virgin or even Sky but they seem to be doing quite well apparently.
We were having continuous problems connecting to the internet. So I called them
up. According to them, there were no problems in the area and our connection
was fine so I decided to call technical support who indicated the problem could
be with my phone jack. I must have called them a number of times – insert issue
number one; 0845 number = extra expense. As usual, you’re met with that
annoying computerised voice when really you’re desperate to speak to an actual
person – insert issue number two; automated phone calls equal further expense.
I must have spoken to at least three different people – insert issue number
three; lengthy discussions with relatively unhelpful staff – and by then I was
getting frustrated. What can I say? I need my internet. Hello! My name’s Melissa. And I’m an addict.
Anyway, at this point, I decided
to call customer services threatening to cancel my contract. I started off all
guns blazing. And yet, the woman on the other end was really nice about it. Thus,
the beast clawing to come out was restrained and after the entire conversation,
I couldn’t help but think to myself – ‘Why
am I getting mad at her for? She didn’t do anything’.
Ultimately, the situation and
situations like this always seem to get resolved – even if it is for better or
for worse. But I have to ask myself, what is the point of going in all guns
blazing, when simply raising the issue in a firm, but diplomatic fashion works
just as well?
Example two. Remember I said that
I’d legally changed my name? Well I had to have my medical records updated.
They issued me with a medical card which had spelt my name incorrectly so I
contacted the designated channels and they said they’d rectify it. Low and
behold, a week later, they issued me with a second medical card…containing the
same problem. Great stuff.
Now I don’t know what possessed
me to do this, but I figured I’d write them a letter about it and post the
incorrect medical card back to them. A little under two weeks later, I receive
a response indicating where the problem lie and that it would be rectified. A
couple of days after that, my new card arrived. Problem solved. And I didn’t
even need to get leery with anybody. A few words on a piece of paper and it was
sorted. I’m seriously going to start adopting this method more often.
Now I’m not sure how it works in
other cultures, but I’ve realised – heck, I know
– that in the west, we are some of the most selfish sons of bitches ever. If
the boat isn’t cruising smoothly, we’re gunning for somebody. We pick up our
spears, don our war paint and start attacking the closest person in sight. And
if it’s not that poor unsuspecting customer service representative from British
Gas, it’s our nearest and dearest who have to put up with us, whether we take a
minute or thirty to air out of grievances, or execute an unintentional tongue
lashing because we’re a little more irritable than usual at that particular
moment in time.
But while airing out grievances
is a good thing – we’re humans, we’re social creatures; we need to vent – is howling
uncontrollably the best method? It certainly might make some of us feel better,
but rather than raise our own blood pressure and give that poor unsuspecting
recipient a phenomenal ear ache, isn’t it easier to talk it out like civilised
human beings?
Obviously, this is wishful
thinking however. Not all those who work in customer service actually know how
to serve customers. So we get frustrated with them, especially if we feel like
we’re going around in circles. But after being on the receiving end of many a
furious customer, whether it was genuinely my fault or not – I can’t help but
wish for an ideal at times. Because I’m human. I want that rocky road to be
void of craters. I want to live a stress free existence.
I want, I want, I want.
Ultimately, I think that’s the
problem here. And so long as the heart wants what it wants, I’m sure that there'll
be a time in the future where I’ll forget everything that I’ve written here
just because some tosser overcharged me at the supermarket.
nice post
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