Some of you may know that I work in the insurance industry specifically with group insurance. January is always a trying time for us as most groups change their policies Jan. 1st. To add to the mix, we have 3 holidays that hit during our crunch time. We always have stragglers that are not in our system by Jan. 1 and guess what they all come down with the flu and need a prescription on the first. I am getting to a point here...I promise. The last two days I have been bombarded with angry callers demanding me to fix their situations. I work as hard as I can but can't solve the world's problems alone. Most of this is out of my control. I have been screamed at and hung up on. People can be so rude to others. They forget I am a person just doing my job so I can get a paycheck and take care of my family. If anything I sympathize with them and want to help. I finally took a call from a very appreciative customer today who simply said thank you. You better believe he was moved to the top of my stack. He will be the first one called when the problem is corrected :)
I now try to practice this approach with others in the service industry. I watched a lady chew out the Subway clerk last week because their credit card machine was broke. When it was my turn, I just reminded her there would be a special place in Heaven for those of us who have provided customer service.