I have worked in the Customer Service industry since I was sixteen. The day I turned sixteen, I started working at McDonald’s and continued to do so for four years. I was not lovin’ it. I had to wear a brown polyester uniform that was hot and itchy. I was given a visor to wear which was about the worst thing that a teenage girl in the 1980’s could be forced to do. I mean, I spent so much time on that hair—blow drying, curling, teasing and spraying it. To put a visor on that masterpiece—well, it was a shame! And the smell of grease! It was nearly impossible to wash out of my hair. I was yelled at, belittled, scratched, cussed, flashed (yes—FLASHED), teased, cheated—do I need to go on? It was tough. TOUGH.
From there I went to work for a large company and worked on an in-bound sales line. I took catalog orders. After a while, I moved up to being an actual Customer Service Representative. Next, I worked in Installment Loans at a large bank. Then I worked the front desk at a credit union. For some reason I went BACK to Customer Service and finally landed in Credit and Collections. I don’t know if I am dumb, enjoy abuse, or maybe God is trying to teach me something and I’m a slow learner. Regardless, I’ve spent over half of my life working with people—customers.
So. What kind of customer skills do you have?
Oh. Did you think I said Customer Service skills? No. No. No. I said what I meant to say. Customer Skills.
You didn’t know that was a thing? Well—for the most part—it’s not. I mean. Most people do not have customer skills. They tend to forget that person serving them is a human being—with feelings and everything!
So here are some skills I think every customer (which means every person) needs to possess:
Be Loving. You have no idea what your server has been through or what they are going through. They might have just failed a class, been through a break-up, be in the middle of a divorce, have a sick child, have financial struggles, or be sick themselves. Show love.
Be Joyful. Even if you have a problem from the beginning, you can choose joy. I am here to tell you—you will receive much better service from someone if you start out the conversation with a joyful attitude.
Be Peaceful. If your situation is a difficult or stressful one, be sure to breathe and think before you speak. You can help bring peace into the situation rather than introducing more agitation.
Be Kind. How do you like to be treated? Do you like to be greeted with a smile and a friendly “hello”? Why would your server not want the same thing? Many times the kind customer will receive above and beyond what the “screamer” receives. Because, well, we just like to be treated with respect. Don’t you?
Be Good. It’s not that hard. Don’t say, “You People” to the person that answers the phone. That person likely has nothing to do with decisions that are made at their company. Don’t curse. Don’t call them names (unless it’s “Sweetie”, see below). Use positive and uplifting language. If you can tell your server is struggling, let them know it’s okay and give them a second to compose themselves.
Be Faithful. Avoid going into a situation expecting the worst. Have faith in your fellow human being. Have faith that they will do a good job, fix your problem, and serve you well. Imagine this world if we all had more faith in each other.
Be Gentle. Some of my favorite customers are the sweet ladies from the South. When I answer my phone and I hear, “Hey, Sweetie, Can y’all look at my account and see where things went wrong?” my heart immediately melts a little. In my head I’m like, “I will do anything for you today because you are just so…NICE.” Why do we think we have to be so harsh and demanding all the time?
Practice Self-Control. I get it. You get angry. I’ve gotten angry. I mean, have any of you dealt with an insurance company? The cable company? A collector? (ooops that would be me…) It’s frustrating! No one wants to make those calls or deal with those situations in person. But, I promise, the person who can control themselves and work with their server instead of yelling at them and personally attacking them will truly get their problem resolved much quicker and with less stress.
Oh my goodness! Do you see what I see? These skills look like…the Fruit of the Spirit! Imagine that!
Every day we are each served by others whether it be at the drive-thru, in a restaurant, the bank, the convenience store, on the phone—practice your Customer Skills. I think you’ll find that the Customer Service you receive will be greatly improved.
AND—you’ll be a better HUMAN.
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Galatians 5:22-23 (ESV)
But the fruit of the Spirit is love, joy, peace, patience, kindness, goodness, faithfulness, gentleness, self-control; against such things there is no law.
Lisa Bull sees her life as a journey along God’s divine plan. While considering herself an expert on nothing, she enjoys laughing and has made “choosing joy” her motto. Lisa has experienced God’s unfailing love and grace in her life and wants nothing more than for others to enjoy that same gift in their lives.
Lisa is the daughter and granddaughter of ministers. She has multiple relatives in ministry on both sides of her father’s family including several pastors, pastor’s wives, and missionaries. In fact, ministry in her maternal grandmother’s family can be traced back several generations. She loves being a wife and mother of two terrific young men.
Visit Lisa at mommalisaof2-LISA’S PERCEPTIONS