Lessons from the Other Side of the Counter
by Thomas M. Pender
 
Over the years and through several jobs, I have spent countless hours in one form of customer service or another.  Whether it’s at a cash register, information counter, or on the telephone, I’ve learned a lot about humans through customer service.  I’ve recently come to the conclusion that all citizens should be required by law to work in this field for one year, preferably between their last year of schooling and their first year of the career of their choice.  Society would certainly benefit!
 
Consider that when you speak to a customer service representative, you are generally in an unpleasant mood.  You are paying a bill, complaining, or in a rush to get something purchased or fixed so you can get home.  This person, hired and underpaid to make your life easier, is now the target for all your aggression, aggravation, and general abuse.
 
In my experience getting socially gut-punched, here’s what I think the public should learn about the customer service worker’s day:
 
1)      Greeting – In this field, you quickly conclude that you are lucky when a customer’s first word is “Hello.”  You are generally approached with the demand first.  All through your workday, you are introduced to people with the opening lines “I won’t stand for this!” or “How dare you?” or “What are you gonna do about this?”  Your friendliest greeter will probably shock you with the ever-endearing “You work here?”!  You feel completely dehumanized, yet you are required to smile as you respond.
 
2)      Courtesy – Forget “please.”  Don’t expect to hear “thank you” more than a couple of times a day.  Because it is your job to assist the customer, the customer considers you an employee of theirs, and therefore, you are to do what is demanded.  How dare you expect to be coddled with politeness?
 
3)      Anonymousness – It’s strange, but even while someone is complaining, if they take the time to glance at your nametag and fit what they read into their rave, you actually get a warm feeling.  Even when you hear “Look, Herb, something’s gotta be done about this,” you at least know that you are being acknowledged as an individual person, not a giant evil corporation.
 
The reason I feel that all people should be subjected to this is because after their sentence is up, they will never again be guilty of these atrocities.  Each time we approach a counter or call a help desk, we would recall how we were spoken to, and do our utmost to use as much kindness as we can muster.  I know it’s worked for me!  I’m the most patient customer some folks will meet all week, and all because I have felt their pain.