I (Frankie) know all about customer service. I've been a waitress, worked in retail, I am an office manager who answers the phone and schedules appointments, and the co-owner of my own business. I'm always and forever dealing with customers/clients and I know the golden rule; the customer is always right. But, that's not quite true is it?
One of the hardest things about my job is being nice to people who feel that it's okay to be mean to me. I know where their head is. They know that I'm serving them and if I'm rude, no matter if they were rude first, I could, at the very least lose a customer/client or, at the very worst, lose my job. So does that make it okay for them to be rude to me? Absolutely not, but unfortunately, lots of people think it does make it okay.
I get it. Sometimes things happen and we get frustrated. It happens to me all the time. But, nine times out of ten whatever happened to frustrate us or make us flat out angry, has nothing to do with the person taking care of customer service. These people usually aren't who we have the problem with at all, but because they are there and we know they can't say anything back to us, it makes them an easy target. That's not okay.
The next time you get mad or frustrated with a business, just remember where the problem originates from. It's almost never because of the person who you're dealing with at that particular moment. Just because you're angry or frustrated doesn't mean it's "right" for you to be rude.
Whether you work from home or in a brick and mortar business, no matter what side of the counter you're on or which end of the phone line you're on, we're all customers at some point and we're not always right. Be nice.
Frankie and Andrea take turns sharing stories. Just good talk over a cup of coffee.