I have been working in the customer service field for approximately a year now. I did different kinds of stuff and have encountered a different kind of customers as well.
Back in my home country in Asia, the customer service role is not a prestigious role in which those are working for the position are considered to be “no-brainer” people. Usually, those who are working behind the counter are those people with no degree. Well, that’s wrong!
I have seen some of my friends working behind the counter and what’s wrong with that? Each one of them earned their bachelor degree and it does not mean they are not smart right? Maybe they are starting their career journey in customer service field and will move on to the next stage when they are ready later.
By working behind the counter, it also does not mean that you only can do simple stuff. They must be proven as the real problem solvers. Based on my experiences, every single customer has their own unique problems and enquiry. They have different traits and how they treat “us” is also different from one to another.
Some customers, especially those from Asia tend to not really appreciate the work of customer service people. They come to the counter with their money to pay the bills and all, but remember, if the officer is not going to serve you then you will have the trouble as well.
I have some customers where they just threw the things they are buying towards me, not because the distance was big but because they want to show their power. Lack of appreciation was shown.
Some other customers even yelled at me without me knowing what I did wrong. We are also human, and we are all having the same right to be treated fairly. Not because we aren’t professionals so you can treat us that way.
Every problem the customers gave us, must be solved quickly in order for us to serve our customers and to run the line. Even when you are having a rough day, you cannot mix your personal life with your working life. You might be angry at customer A but after he/she finish his/her business you must be ready to welcome customer B with a big smile and treat them with the right and fair standard.
Just recently when I was doing the balancing by the end of the day, one customer came and she missed the cut off time for one of the application and so I asked her to come on the very next day, especially if she was in a rush. She rolled her eyes at me and sighed. Well, I couldn’t do anything. She missed the cut-off time and I needed to do the balancing as well. She might have had a bad day herself, but yeah I wasn’t supposed to be one to put the blame on.
On the very next day, almost near the cut-off time she came again and met me. I guessed why she came and she said “oh you remember!” and gave me a huge warm smile. I processed her application and while I was doing it, she said “I’m terribly sorry for what happened yesterday. I did not mean to blame you but I ran from the other side of the building to get it done so I was angry at myself when I knew I missed the cut-off time.”
That was touching, to me at least. Not everyone can admit their mistakes and say sorry for the treatment they did. It is a good example of how people could change after one event, and how people actually CAN treat others the same way as she/he treats her/himself.
I also learned, if you don’t want to be treated badly by people, you should not start to treat people badly as well. It will get back to you eventually.
Another time, a lady came to me and said thanks for the other day. I couldn’t remember her face and what she meant so she told me that I gave her an advice of what to do and she was so grateful for that. Being grateful because of a simple thing is not hard, eh?
I’m not saying that all customers treat the customer service officers badly, I have met some people which they are very nice and really thankful for you assistance.
I also learned to treat others fairly. You might not know what kind of person he/she is, what kind of life they are living, what kind of day they have been going through. Maybe they even have earned their degree in one of the most popular educational institutions. Who knows?
Also how people dress up should not make you have a particular image. I saw people dressing up casually and end up buying luxurious items. I think that’s the definition of not judging the book by its cover.
So yeah, starting from now on everytime you treat people other than your family and friends, you can try to treat them fairly and see how things could change to a better way 🙂
Remember, people will treat you the same way as you treat them. Appreciate even more and be grateful for what you have, even for the simplest thing you have. A simple hello and thank you will do!