Thursday, July 24, 2014
May I Help You?
I read a quote once saying, "People ask why customer service has gone to hell in a hand basket, I ask why have customers gone to hell in a hand basket"
I thought about this quote this morning when I heard a story on The View about a man who was faced with the choice of deleting a tweet he posted about rude service, including the name and gate number of the agent he encountered, or leave the plane. The airline stated it was a security risk. Although I can not say how much a of a realistic security risk his tweet may have posed, I will say I commend Southwest for standing up for their employee.
It seems all of the women on The View (as well as my husband) were on the side of the passenger. Now, as someone who works in customer service, I have to say I do believe in a lot of cases, customers are the ones taking these things too far. A huge amount of people these days are so self-important and privileged they forget the person they are talking to is actually....get this...A PERSON. Not getting what you want, thinking it should be "no big deal" if the rules are bent or broken "just this one time" for you, or because you do not work in a service position and think they deserve your nasty attitude because "they choose this job", does not give you the right to treat people like they are beneath you. I have been called a cunt, a bitch, a moron, a nigger and just about anything else you can think of working in several customer service oriented jobs over at least 20 years of my life. I do not recall one company standing up for me, instead I have been told to "not take it personal".
I am all for expressing your opinions on social media or anywhere else you may choose, however you have to accept the consequences that follow those actions. Instead of actually getting in contact with a manager/supervisor to lodge a complaint this man took the passive way out and tweeted his little hurt feelings. I will completely agree he has a right to make this his chosen method of expression and say whatever it is he feels he needs to tell the world, but including someone's full name and specific work location is insensitive, and in my opinion, out of line. What if she is a battered woman whose ex-husband was searching for her? You have no idea what is going on in someone else's life, but of course WHO CARES when you want what you want, right?
Well, you can choose to treat others as if their lives do not count when it involves providing others with a service, but be very aware, not all people or companies are going to cower to your entitlement issues. There will be consequences for treating the world around you like personal servants. You feel important enough to demean another, well than I hope you are also important enough to not only find another flight headed to your exact location in a matter of minutes, but find alternatives for all the services you require the assistance of OTHER PEOPLE to receive in this thing we call life.