 Customer service in particular is something most companies can't
afford to skimp on because, many times, it may be the only
difference between their company and their competition. Yet, most
large companies' front line is woefully inept in concepts as simple
as politeness and good manners.I was calling a hotel to confirm a
reservation. This was a three-star hotel, mind you. One would think
customer service would be a top priority here, because that is the
only reason people pay the extra money. This is how my conversation
went:
"Holiday Inn. May I
help you?" (Keep in mind that she asked me whether she could help
me.)
Because I did,
indeed, need help, I answered, "Yes, you can," and continued: "I
made a reservation for Thursday, Friday and Saturday night and..."
"Hold, please!"...
*click*
Then I heard nothing except imaginary crickets until I decided not
to play her Hold Game and hung up.
Now, I know that there are circumstances that require a customer
service person to put someone on hold, but she didn't even give me
an option by asking, "Could you please hold for a moment?" Then at
least I could have said that I would call back later or that I would
be happy to hold. No, even that small courtesy was not extended. She
interrupted me mid-sentence and then silenced me by pressing her
all-powerful hold button.
I am quite sure that this is not representative of all Holiday
Inn employees. In fact, I've met maids and dishwashers at Holiday
Inns who were more polite. Surely, most of the employees are
courteous; otherwise, how would they have stayed in business for so
long? However, this is just one small act of rudeness in a world
full of it.
How difficult could it really be to be courteous? A person could
easily make it sound like they know they are being rude to put you
on hold and apologize for the inconvenience. Even if they are not
sincere, it would be better than nothing.
[to top of second column]
 |
Even when not on the phone, all it takes is eye contact and a smile
to put someone at ease. I was walking into the post office the other
day, mentally willing every person I passed to answer my hello. Most
hurried on their way, head down, with possibly a muffled "hi." Then
an older gentleman in overalls and a baseball cap held the door for
me, looked me in the eye, smiled and said, "Beautiful day, isn't
it?" I almost tripped and fell into the door frame. I was waiting
for a polite answer, and still I was floored when I got one. My
whole day was filled with lollipops and rainbows after that. Why
should that be so rare?
It does seem that many older people have retained the good
manners they were taught when they were youngsters... with the
exception of the occasional old grouch at the DMV, of course. There
is always one of those, and heaven help you if you get in that
person's line.
I have noticed, though, that a smile and a polite inquiry such
as, "How is your day going?" may just take the grouch off her face
and replace it with a grateful smile. Either that or you'll get a
litany of complaints about her arthritis, her no-good ex-husband and
the engine light on her car. So you really are taking a chance here,
but why not try it? By listening, you may at least make the next
person's experience a little easier.
Everyone is busy. Everyone has places to go, things to do, but
there is still room in our day for a smile, polite discourse and
civility. Try it. Not only will you make another person's day
sunnier, but you may also find it quite therapeutic yourself.
At the very least, be very careful about how you put people on
hold, because you never know... it might be a newspaper columnist.
[By LAURA SNYDER]
Laura Snyder is a nationally syndicated columnist,
author and speaker. You can reach her at
lsnyder@lauraonlife.com
or visit www.lauraonlife.com
for more info. |
