I had an experience recently that I wanted to share about customer service. Some people never get it.
I went to a new doctors office and the moment that I spoke with the receptionist I could sense the attitude. So when people are stressed I try to smile and be pleasant and hope for the best. Well she wasn’t having it, and my answers were clearly frustrating her. There was some disagreement if my insurance was active, and so she told me it wasn’t when I knew it was.
I called the insurance and had them speak to her and tell her I was a real insured person. Surprisingly she still wanted to argue about it. I just let it go. I saw the doctor and told him that I think I frustrated the receptionist and he laughed and said she is often frustrated. So it wasn’t me. Anyway the doctor was pleasant and we concluded our business.
On the way out I thought that perhaps an apology might help us have a better relationship and not leave things on a negative note. Even if I think I will never see someone again, I want to be respectful and kind. So I spoke to the receptionist about this and she still continued to defend her position. I agreed that she was right in what she said, but that I was also right. She could not see my point of view. She doesn’t have to agree with it, just understand it was all I was wanting.
So I realized that some people are in customer service but they never truly understand what it means to serve. She was so caught up in “not being wrong” that she couldn’t see the truth of what I was saying. I am not saying I was right, but I think you have to listen and show a customer you are on their side.
I could make lots of arguments about why I was right and why she was wrong but that isn’t the point. It doesn’t matter who is right or wrong. What is important is that the customer feels you are on their side, and she clearly failed at that. My conversation did not enlighten her, so I smiled and said thank you and left.
You can’t make other peoples issues yours, even when you have the best of intentions.