There are times when I wonder about customer service representatives. Does s/he understand how much power is within their grasp? Does the individual realize that I see the company and their voice as one in the same?
The stories of bad service are endless. Conversations suggest that everyone has more than anyone one of us wants to recall. In a recent example, I was confronted by the reality of the emotions that emerged from a dark place deep within me. My frustration quickly ran to empty. The desire to be patient and courteous expired. The only thing that I had in plentiful supply was the ugly side of myself. Sadly, I think that is only person talking to the representative.
The haunting conversation has left me with personal lessons that I can take with me.
In all circumstances, my voice represents who and what I am. I may be having a rough day, but to those meeting me for the first time, this is the only Bill they know. I may be wrestling with difficult circumstances, stressful situations, or a lack of energy, however my voice will represent me. In the worst circumstances, I am reminded that the psalmist words still resonate today; “Who on earth can do it – declaim God’s mighty acts, broadcast all his praises?” (Psalm 106.2)
Life is always more than being right. In a conversation, both sides have an opportunity to give the other respect and patience. When we both do, solutions are found and opportunities seized. When either side loses their grasp the outcome is much more likely to be less than ideal.
A priceless gift we can give each other is the willingness to have a dialogue and work with the other. It starts with listening but does not end there. It includes a commitment to put hope into action, understanding into practice while embracing compassion and understanding.
My voice and the actions that follow define me. I think my brand needs work. After all, I represent more than myself. I represent everything I hold close to my heart.
