This really should go without saying, but alas, McDonalds did have to write on their coffee cups ::Caution: HOT!:: So I guess that means common sense, as much as we would hope it thrives in our society, is not exercised as much as it should be.
Here's some tips to help you navigate the world of public service when you are the one getting served. There's really only one rule:
Do not be THAT person.
You know the one. Its the person that gets the nickname, PITA (Pain In The Ass), or douche-canoe. The one that everyone else in the office knows as soon as you walk in or out of the door. To prevent being 'THAT' person, don't stand out, at least not in a bad way. How do I avoid standing out? Well, I'm glad you asked, because here's a list of some helpful advice.BE POLITE - although we work in public service, we are not servants or slaves or peons. You get an attitude with me, I'm going to give it right back to you. Ever heard of the phrase sweet as honey? Yeah - you'll get a lot more from me if you remember your P's and Q's.
GET OFF THE PHONE - That's right, douche-canoe. I'm talking to you. Put the phone away and take that stupid blue tooth out of your ear. You look like a prick and I'm going to assume it doesn't stop with the looks and that you truly are one. Respect the fact that you need something from me, not the other way around.
REMEMBER - YOU ARE NOT ALWAYS RIGHT - Remember the phrase, the customer is always right? Those days are gone. Waive bye-bye to free meals for being an ass in a restaurant, to getting free paperwork from the records center, etc. More than likely, you come in thinking you can be a dick and I'm going to charge you more, when I could have used discretion and given you the paperwork free.
STOP TALKING - We've got work to do and you are not our only client. We do not care about the back story. We don't want small talk, we want to finish the task at hand. We don't care that your grandma's great uncle stole money from your cousin and since you had a joint bank account, your money is gone now too and that's why you're here. Use as few words as possible to tell us what you need. Even if we make it seem like we do, we don't care about the why. Also, when you talk it makes checking what you want us to do more difficult. Oh no! you might think. Am I this person? If people leave you at the counter while they go do their job or they respond with one word answers, then yes. You are this person. Please (I said please) shut up.
BE PREPARED - Before you call or come in, please have your information available. We are a lot more willing to help you when we don't have to wait for you to sort through 500 pages to find your account number or a drawer full of non-working pens to find one that does. And if you put me on hold, the connection with be 'lost'. Remember, you called me. I didn't call you.
Now that being said, those who are jerks get laughed about and the stories get passed around the office for years about 'Remember that A-hole awhile back?' New people come in and we use you as an example to shock them and make them wonder why they ever thought working in customer service was a good idea.
But those of you who are kind are also remembered. We think back on you with fond thoughts. When you come in, we jump up so we can wait on you. We smile when we hear your voice on the phone. You are our calm in the storm and give us a reason to take a deep breath and refocus. We go above and beyond to help you in any way we can, sometimes breaking the rules just a little, since you weren't our typical customers. (Free drinks and desserts, anyone?)
And let me quickly touch on the subject of freebies. Men complain that women get more free stuff than them because we have boobs. Honey, it has nothing to do with our boobs and everything to do with a smile, a sparkle in the eye and a little harmless flirting to make the person waiting on us feel a little special for a few moments. Give it a try.
Any tips I should be adding to this list? Add them in the comments below!
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