Why do we keep hearing about customer service employees whose behaviors border on the hostile? For example, the fast food worker who doesn't like how a customer treats him/her and privately spits on the food (or worse). The retail employee who feels justified in poor customer service because he/she doesn't like the working conditions, the boss and/or the pay.
How have we become a nation who feels it's OK to mistreat customers?
Back in the early 1990's, a friend of my husband's pointed out that if the US was going to become a service based economy, we were big trouble.
People taking jobs in the service sector must be aware going into a job just what "service" means: to serve. Period. If you don't like the idea of serving others, you need to seriously consider another line of work. If changing fields isn't possible, you need to be able to suck it up and deal with it.
Now, there are those who will feel quite put upon at that idea. They'll tell you that customers should always be nice to the help... and so they should. However, when people come into an establishment to spend money, they have certain expectations. Expectations that need to be fulfilled if they are going to return. Polite, courteous, helpful. That's what people expect.
Can we put out the idea that customers should treat employees with respect and courtesy? Of course, they should. However, they are the ones spending money so they get to call the shots. Unless a customer is completely abusive, it is not up to the employee to retaliate. In those cases, call for a supervisor to deal with them. Pass the customer off politely to management.
Somehow, somewhere along the way, we've forgotten to set expectations on how we expect people to behave when interacting with others. This just isn't a customer service issue, but an issue about what constitutes appropriate behavior. Have we failed as parents, teachers, mentors, managers because we haven't been clear on our expectations? Have we failed as a society because we haven't always set appropriate limits?
People who are disrespectful of others will wonder why they continue to make low wages or have difficulty holding jobs. They will rail against the idea of having to subjugate their needs and wishes temporarily in order to get a job done well. They can rationalize their behavior all they want. They will continue to be unhappy.
There is never an excuse for treating people poorly, no matter what line of work you are in. So, put a smile on your face and courtesy in your voice. You'll be surpised at the difference it makes in your life.
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