Very often, I speak with people who act like the use of their cellphone is a matter of life and death. I can relate. I hyperventilate if I misplace my phone, I get angry when it doesn't work right, and I moan and groan when it takes forever Facebook takes forever to load.
What I don't do is unload on some unsuspecting stranger on the other end of a customer service line. I realize that we are there as a sounding board. I really do get that. I guess what I don't get is why some people feel the need to make their problem someone else's problem too.
"I don't think you realize how urgent this is. This is my business line and this will happen if I don't get my calls: my boss will fire me, I will lose this multi-million dollar deal, and all of kingdom come will be reduced to ashes."
First, I do realize how urgent it is. I want to fix this and move on to the next call. I will smile and nod and fix your issue, credit your account, and I'll even wash your car. I will stroke your ego and make you feel like the king of the world, just don't tell me how the planet will become an inferno if I don't fix this right this second.
What I will never understand is why people back themselves into corners like this. If your line of communication is so important, have a back-up plan. If you don't have a backup plan, at least allow for some downtime.
We have become such a culture of entitlement that we weep and sob when our internet connection goes down. "Please enjoy these photos of starving African children whilst I repair your BlackBerry."
Just remember, the brief moments that you are having difficulties is the payback for the 99.9% of the rest of the time that everything works like a charm.
No comments:
Post a Comment