In any business – big or small, the most important assets are human.
Maybe that’s why there’s a dedicated branch of corporate structure entitled ‘human resources’. Effectively, that is what people are, and they deserve management strategies worthy of every other aspect of a business.
We humans feel comforted by talking to other humans. A pleasant social interaction brightens up what would have otherwise been a tedious or stressful day. To deal with a person who is warm, engaging, caring and intelligent in any setting is a bonus. To deal with such a person in a professional environment is a revelation.
Exchanges between consumers and the purveyors of customer service can wind up being a proverbial roll of the dice. When you dial up the contact number of any organisation, you inevitably take a deep breath or two as you punch in the ‘dial 5 to speak to a customer service representative’ number.
If you’re not so lucky, you might wind up with a bored, gum chewing, jaded so and so who is most likely checking out Facebook or playing solitaire while pretending to be interested in what you have to say. The conversation will probably end with you being put on hold and being transferred to, yes – another department.
However, if lady luck does happen to be on your side for once – you might actually get to talk to someone who actually – gasp! – cares about their job, and as a consequence of that – cares about you! When this happens, it can pretty much restore your faith in humanity.
Some problems that one encounters in the workplace are complex and stressful. They require energy, creativity and ingenuity to solve. Sometimes, getting to the root of such a problem involves countless wasted hours on the consumer’s part, trying to get through to someone who understands /cares / can be bothered.
Frustration and stress bring us to boiling point sometimes on our quest to sort these glitches in life out. It is a sad but true fact that on many an occasion, we can only get results when we get mad, or when we use threats.
How amazing is it when we don’t have to resort to fury or legal action to get a wrong righted. And how safely cocooned in life’s warmest blanket are we when we know that we have someone on our side who genuinely wants to help us!
When you don’t have to keep calling the same customer service number again and again, playing Russian roulette with the numerous, faceless and largely unhelpful people. When you can call back and speak to the SAME person that you spoke to last time. And that person is on the case.
It’s sad that this kind of situation is the exception, rather than the rule. It just shows us that good people are like gold. One good person has the power to cancel out countless bad ones – all it takes is one pleasant and helpful interaction that yields results to restore the faith that was about to be lost in an entire organisation.
At the end of the day, if you’re lucky enough to have a job, it doesn’t hurt to attempt to be reasonably good at it. After all, as well as the people that you deal with on a day-to-day basis being happy, you yourself will also be happy – full of the wonderful satisfaction a job well done brings and positively emanating a huge fuzzy warm glow, knowing that you’ve helped someone else and made their day a little bit, or a lot better.