The way we treat people is an expression of who we are.
There’s something about the customer service industry and the consumer culture that reveals the values that matter to us. As the sentiment of ‘the customer is always right’ still lingers, it prioritises the offer of giving the customer the best possible. Not only that, but doing so in the most polite and helpful way possible. Not only that, but in the quickest time possible with any advantage you can get over your competitors. The customer can then get a sense in which they are somewhat self-entitled and special. Often the reality is that because there’s a gap between expectation and delivery, customer complaints and concerns can still abound.
It’s interesting, however, observing how customers/consumers engage with those offering the customer service. Whether face to face or in telephone conversations, there can be the sense in which the rep has to be subservient and deferential to the customer. The customer in turn has no problems assuming a position of importance to such a degree it almost comes across as a right to sometimes belittle and berate when they are not being satisfied. This can range from sly and sarcastic remarks to full blown vexatious rage going well into the verbally abusive.
The level of disdain and disrespect accorded to those who are offering the service, can be a little unsettling.
It got me thinking about an issue about expectations and realisations. What if the person we were speaking to turned out to be more important than we thought? What if that person we just raged to on the phone would turn out to be someone with a pivotal position of influence for something we might need sometime down the line? What if by the attitude we displayed we missed out on a great opportunity to receive something beneficial?
Beyond those issues, is this the way to treat people? Is this how human interactions should flow – not just in the aggressive, but in the casual and dismissive attitude as though the people we engage with are menial and those below us?
This has not come from witnessing others committing these sins. This comes from reflecting on my own engagements and interaction with those who are simply doing their job to the best of their ability. I’m not the aggressive and loud type, but recognising the humanity in it all and celebrating that just by gestures such as friendliness and thanksgiving can make a difference. That was something I soberly reflected on.
Making a positive difference in human interactions, even with those we may never see again has got to be something that’s gratifying. It’s a gift to another human being that reminds us that it can be good being human.
It can be good being human.
(Photo by Kate Townsend on Unsplash)
For His Name’s Sake
Shalom
C. L. J. Dryden
Life With CD 