Our local community theatre staged a hilarious Christmas musical a few weeks ago. Here are the lyrics from one of the tunes:
The Christmas rush is on again; it’s high in overdrive;
We only have a single day; we pray we will survive this…
Shopping. Shopping. Shop, shop, shop ’til we drop!
Yes, the Christmas rush is on again. The stress and chaos is producing it’s share of Customer Service nightmares. Mark True sent me a link to this story by John Wagner. John offers a disturbing story about his experience at Home Depot. He caught the manager of the store speaking obscenities about his wife when the manager didn’t think anyone was listening. Another one of those "you gotta read it to believe it" stories.
This is a great reminder for everyone in Customer Service, and especially those in the Call Center industry who occasionally are tempted to mutter something underneath their breath or who may trust that "mute" button too much (anyone have one of those stories to share?).
It’s best to live by the words of my Grandpa Spec (and countless other parents and grandparents):
"If you don’t have anything nice to say, don’t say anything at all."
If a customer has you so frustrated, angry and flustered that you’re going to spew something out that won’t benefit anyone – better to
- take a time out
- take a deep breath
- count to ten
- compose yourself.
If you can’t do it – then hand the customer off to someone else.