You Get Nowhere By Shouting.

If you’re involved in Customer Services, which type of customer would you like to deal with and listen to first?

(Customer A)

Someone who roars loudly to be heard over absolutely everyone - even though they stand directly in front of you. Their problem is far worse than anyone else’s. This person uses wild and aggressive hand movements and their chins flap in the wind as they speak. They want you to solve their every problem – especially the ones that are nothing to do with you or who you represent.

OR

(Customer B)

This person initially empathises with how difficult your job is. They even ask how you do your job so calmly in sometimes, very strenuous circumstances. This person also apologises for taking up your precious time and for disturbing you in the first place. And they say thank you and mean it.

On those days where the proverbial dung hits the spinning metal, your patience and resolve are tested. On these days, all kind of silly, inappropriate and stupid questions are fired your way. Most are frequently asked questions but others are totally out of left-field.

How those queries are thrust at you and the tone in which they are spoken, dictate how you want to deal with that particular customer.

If it’s Customer A above, you generally won’t tolerate their kind of behaviour if it starts getting personal and abusive. I cannot stand anyone who broaches a situation with the general impression that because you work in Customer Services, you are an actual thick imbecile.

They think that you hadn’t the intelligence in school or college to get a real job afterwards, and so settled into this job because you hadn’t the qualifications to do anything else.

In reality, it is actually quite the opposite. Those who work in Customer Services are very astute and shrewd characters. They have the social skills and abilities to deal with every situation. Those who shout and roar abuse at Customer Service representatives are the ones who possess no social graces or communication skills at all.

Two days ago, I was bulling for a row on the phone with two different companies. I had received two pieces of mail that had put me in a bad mood. Luckily for me, all I got yesterday was two monotone machines.

Yesterday I got up and exercised first thing. It must have put me in a better mood as I approached the two conversations in a totally different manner. I realized that by being polite and kind, I actually got the same tone in reply. The problems I had were solved far more quickly in this way, rather than by me ranting down the phone at two strangers. I have also realized that sarcasm never works – even over the telephone. The tone of your voice never lies. I was considerate and understanding, and both companies rang me back with final resolutions.

And what did I learn? You really get nowhere by shouting. No matter if it’s a stranger, friend or loved one. It only puts their back up and makes them more defensive. You also give a bad first account of yourself, if it’s a stranger. If you do go down this path, you will only regret your actions later in the day asking yourself

“Why did I say that?”

And if you do shout at a stranger and achieve no resolution – where does that leave you? Only back at square one with a problem and an issue unresolved. You also may have to approach that same customer service representative a second time. How do you think they might react upon seeing you again? Will your card already be marked? Think before you raise your voice.