We have been having some connection issues with our wifi. Go figure…we have only added two more computers and figured out how to use our smart tv in addition to the plethora of electronics drawing on that modem that hums by Russ’s new home office all. day. long.
So on Saturday I called the local provider who shall remain nameless because I have no desire to give them free advertising.
After going through the bazillion prompts with the cheeky robotic voice that kept reminding me how he is an automated voice system who can understand voice commands (and yet frequently would respond with a robotic apology and how he didn’t get what I said, could I try saying it another way?), I finally got to speak to a real live person whose name is Sharon and let me tell you…it was a first time ever experience.
Sharon was amazingly kind and helpful from the get-go…which was so nice since usually the customer service reps for companies I deal with say, “Yes, Mrs. Reeeeeee-mur, I have your file right here….”
Oh. That’s not good.
And it’s RYHMer. RHYM-er…long i….
But Sharon, she was a breath of fresh air.
Her cheerfulness took me off guard from my post-automated-voice-system irritation syndrome and I must have told her twenty times she was the nicest customer service person I had ever talked to.
To which she would reply it was easy to be nice because …. I was so nice, too….I am thinking of inviting her for coffee when the table areas open again.
So as I dissect what made her so special in all oft his, and think about how I can learn from her and apply so that others experience that kind of good feeling when they talk to me, it comes down to some characteristics:
- She had a smile in her voice from the start and in words and tone let me know she was on my side and wanted to work with me to help me get the best service possible.
- She never once put the blame for faulty service on me and my ignorance, and she didn’t diss her company…she just kept explaining the practical steps needed to fix the problem and was respectful in her attitude.
- She knew her stuff.
- She went slow when I was not understanding and was efficient in the rest of the process when I was.
- She didn’t talk down to me and popped little encouragements in along the way.
- She not only fixed the problem, she made my day better in the process.
We are all getting a little cranky these days.
The pandemic has taken a toll, whether we have actually been bitten by the bug or not, we are feeling the effects of a whole lot of anxiety producing stress around us.
So in the midst of it, let’s be Sharon’s.
Let’s speak with a smile in our voices and an attitude of just coming alongside of others who may need our help.
If we are not helping, maybe we aren’t the ones called to fix the problem, so we can just be kind and offer encouragement while others wait for the real help they need.
Just some thoughts.
And I have witnesses that I didn’t go off on a Customer Service rep so I am not making this up.
It’s in my file.
Be blessed and I hope you run into lots of Sharon’s and very few automated voice assistants today <3