Frustrated with Customer Service - How do you get their attention?

Dear Debbie,

It just peeves me when people in a customer service role could give a rip about you (the customer).

I watched a woman ask for help at a local store yesterday and the store representative was almost completely unhelpful. The customer walked away in a huff and out loud made a snide comment. I thought, that's how I feel too when there's no exchange, no effort, no interest from the other side ... especially when I think they will be there to help.

Any suggestions so I can bring positive energy instead of going to the negative?

Daniel in Santa Monica
Daniel | 06.18.09 - 5:12 pm | #

Dear Daniel in Santa Monica,

I share your frustration. I really do. I recently had a similar experience and found myself thinking: Why be in a service role if you don’t enjoy being of service?!!!

I can’t comment on the women’s experience you observed but I can offer some kick-ass advice my father gave me for the next time this happens to you. “Kill ‘em with kindness, Deb” he used to say.

As a result, when a customer service person treats me with disregard I do three things:

#1: I take a deep breath (literally) and turn up my “Nice Meter” to level 10.

#2: I quickly find something about them that I can compliment. Example: I really like the color of your nails.

#3: Instead of raising my voice, (which we tend to do when we get angry) I lower my voice, making it sound as soft and comforting as possible. Whatever they say...regardless of how mean they might act...I speak in this tone.

I tried this recently with a UPS person who was determined not to help me.

A package I had sent to Los Angeles had been damaged during delivery and UPS had returned it to me, via the store.

I assured the customer service rep she had it. She was certain she didn’t. We were clearly at an impasse so I decided to “kill her with kindness.”

In less than a minute, her entire attitude changed and she solved my problem, leaving us both feeling satisfied. When I went in the other day to mail a package she even remembered my name.

Unfortunately, many people in the service industry are getting squeezed right now. They are often underpaid and overworked. Additionally, the tasks they perform can be repetitive.

Keep bringing your positive energy to the party, Daniel. The world needs it! Maybe those of us who are having a better day do have a responsibility to help those who aren’t.

Debbie Robins
deb@kickassadvice.com

Join the Shovel it! gang. You can make a difference at every age!

Debbie Robins is highly respected corporate, executive, career coach with deep roots in the entertainment industry. Deb is also the author of two books, Where Peace Lives, which has been on two best seller lists and enjoys endorsements from Deepak Chopra, Gore Vidal, Maria Shriver, Arianna Huffington, Penny Marshall, Jane Seymour, Debbie Ford and more. And Shovel It! Kick-Ass Advice To Turn Life’s Crap Into The Peace And Happiness You Deserve coming out Nov. ‘09/Alyson Publishing/NYC, with celebrity contributions from Deepak Chopra, Rosanna Arquette, Sandra Bernhard, Julia Ormond, Carolyn Bivens, Daniel Powter and more.

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