Sometimes, I think the surprise comes because they get a caller that the agent has next to no idea how to deal with. Perhaps there is an extreme language barrier. The United States has been home to a large variety of cultures for a long time. Sometimes, it's a jargon barrier. Some people are not good at explaining insurance lingo to people who have very little experience with insurance companies. And sometimes, my agents don't know what to do with people who call because the caller has a chip on their shoulder the size of Devil's Tower.
Are you a good customer?
Let's pretend shall we, that it is the customer I evaluate. Is the customer being kind, patient, personable? Are they knowledgeable or impatient? Do they ask the right kinds of questions to get the answer that they are really seeking?
We are on a big roll right now at work to be consumer-centric. Are our agents doing things like building trust and rapport with the caller? Are they using the prospect's name? Are the agents listening closely to what the consumer (or potential consumer) is saying? Are they active listening and rephrasing back to the caller what they have gleaned as the prospect's needs?
So, I'm wondering, how am I being consumer-centric to the person who is attempting to help me. Am I being polite and kind? Or am I demanding and impatient? Am I listening to the person serving me to make sure they do have my order correct? Do I use my cashier's name? Do I bless their day by being in their line, or am I muttering under my breath curses because I believe they are dumb, slow, off in la la land somewhere.
Is my attitude reflecting my gratitude toward the person trying to assist me? I suspect, it is not as often as I think. For quite some time I've attempted to follow the practice of do no harm to another. There are days I am much better at it than others. I need to be more mindful of what I say to people when I'm checking out of a store. I need to be paying attention and I need to not be fixated on my phone.
It seems to me, that if we put as much effort into treating others the way we wish to be treated all of us would be a lot better off. I know how annoyed I get when someone is staring at text messages when they should be focused on talking to me. But am I just as guilty with someone else?
Some ideas for being a good customer:
1) Be present with the person you are interacting with. Put away, as much as possible the things that will distract you.
2) Look at the cashier's name and use it. If it is something exotic or difficult ask, "How do I pronounce your name?" When they tell you, thank them and try their name out. Dale Carnegie say's a person's name is one of the most valuable things they own. What if you are the only person that uses their name in a professional capacity for the day. You may have just become their favorite customer. And, they just might look at your credit card slip or receipt and try to remember your name too.
3) Remember you have absolutely no idea what the person on the other side of the counter has gone through. Maybe their spouse just left, maybe something has happened to a close family member, maybe their boss just put them on a corrective action report. Put yourself in their shoes.
4) Just because your day has gone poorly does not give you the right to make someone else's day painful.
5) Try a little courtesy. "Please," and "thank you" go a long way in today's world.
Five simple things. Could doing these five simple things give you or someone else a better day? Maybe even a good day? I bet it could. I'm sure there is a lot more one could do. But, I think trying to be a better consumer is a great place to start. Up for the challenge?
