Life can be harsh. My friends and I are currently grieving the loss of a very special friend. However, this post is not about that. This post is about an experience I had at work last week. It made me think about how people can detach their consideration for other people when speaking to a ‘company’ on the phone.
It is easy to forget that the faceless person on the end of a phone has feelings. They are not just a voice attached to a company. When anger has been brewing inside you over the space of a week and your children are running around, driving you crazy during the Easter Holidays, an eruption of emotion is hard to contain. This does not mean that you are entitled to scream down the phone like a toddler having a tantrum. Have some respect for yourself and others and you could save that person unnecessary stress and yourself unnecessary embarrassment. I am not a robot here to listen to your out of control screaming. I am a person too.
So next time you call a company with a complaint, think about this…
You don’t know what they are going through
The person on the end of the line may have just lost someone. They may have thought that they could muster enough courage to make it to work that day because they didn’t want to let the team down. They may be going through a break up or divorce or have any number of issues in their life. Not everyone is hardy and well equipped to deal with a feisty customer, especially when dealing with clients is not a major part of their role. You don’t know what someone is going through whether they are on the end of a phone or you meet them in the street. Have a little consideration and you can make life a little bit easier on somebody having a bad day.
It may or may not be their fault
It doesn’t matter whether the fault is theirs or not, screaming at them is not the answer. But saying that, if it is their fault, you will cause that person to feel guilty and worthless. Nobody deserves to feel that way, people make mistakes. If the mistake is not theirs on the other hand, although they are there to represent the company, they are not at fault and may be trying their best to sort out somebody else’s mistake.
Screaming will NOT get you anywhere
Sometimes you just need to let it all out, I get that. But that doesn’t mean it is going to get you anywhere. You are far less likely to get what you want out of somebody if you are screaming at them. Asking to speak to somebody in charge rather than taking it out on the first person you reach on the phone will allow you to explain your problem to somebody who can actually do something about it, without ruining anybody else’s day.
Have a little consideration, feel a little love.