Not Being Sarkari

Being a customer service professional is a courageous decision. Though I am sure most of customer service professionals are pushed to make this decision because customer service jobs are in abundance with none or very less prior experience required. After all, you can teach anybody to follow manuals.

 

But I still feel that we all customer service professionals are always doing spirited and courageous jigs. Spirited because when whole world is partying, we are serving them so that they remember their party for whole life. When whole world is going around with their loved ones on Valentines Day, we are working hard so that their bond of love gets strong. When whole world is preparing for Diwali/Christmas holidays, we work hard so that these holidays become memorable for everyone whom we touch. 

 

This is a courageous effort also because very few customers acknowledge the efforts of customer service people. It is always assumed we are doing their jobs and we do not need any bouquets for our efforts. After all, we are paid for doing this. And since we are the faces of many service oriented businesses, our share in brickbats is largest. We are responsible for every single goof-up. But we always try to remain cool and continue to do our jobs. If this is not courage, then what it is.   

 

For us, every transaction is a new begining. As we start our new interaction with a new customer, all our past interactions are wiped clean from the slate. After all, every customer is different and his needs and demands will be different from the last one. And our job is to be consistent in every interaction so that customer walks away with fine memories associated with brand. Any goof-up and all our past transactions will not be able to save us from the fury of an angry customer whom we have accidently rubbed on some wrong side.