My last post dealt with speaking up with honesty, but today I'd like to focus on something somewhat related...kindness.
I've worked in and around the customer service field for over 10 years now. I've been on many sides. I've been the customer, the service worker, the provider, the vendor, and the manager. I've seen and heard many things, some not very nice.
Yet it always amazes me that when a customer service interaction goes south, one party is always to blame; the customer or the provider. Someone inevitably will say, "If so-and-so hadn't done this, then I wouldn't have done that." While it's true that there is a such thing as cause and effect, it's important to remember that our choices play a pivotal role in every interaction we have, and can inevitably make or break a situation.
Take fast food service for example. We all hate repeating back our orders multiple times, waiting at the drive through for too long, or (God forbid) realizing they got our order wrong after we've driven away. Typically, the type of employees in this job are teenagers or college students working part-time, or older individuals who want to make a little money on the side.
Here's a cute (funny) video about bad customer service:
While these examples are exaggerated, there is a common theme: lack of kindness. Whether it be the service worker or the dissatisfied customer, one of them is obviously lacking in the kindness area.
It goes a long way. It's the difference between raising your voice or blocking an argument before it starts. And unfortunately, it does not dictate that the person we are being kind to has to be kind to us.
I'd like to challenge you: Make a conscious choice to be kind to someone today (even better if they aren't reciprocating!) and share it with me, if you feel like it. :)
