Customer service corner: Simple human interaction important,
even on a bad day
By Christine Davlin, VCB tourism education manager

Christine Davlin

It has happened to every one of us. Our day is off to a great start when suddenly we have a “human” experience that changes our day. For some, it could be the simplest thing; the interaction with an employee at a coffee shop, gas station, convenience store, or the person who just cut us off in traffic. What was once the start to a good day has now left you irritated or angry.

When the encounter happens as a customer, we often say to ourselves: “That person should not have a job that deals with the public,” right? I would guess most of you have had that thought at one time or another.

As a person who understands the role of good service from luxury resorts to the impact that an entire community can have, I often wish I could stop people in their tracks and ask them if they realize the effect they are having on others, a business or a destination. After all, even if we are the ones who provide service for a living, we are all customers to someone. We are all just human beings dealing with human beings.

So, the question remains, how do we get through to those that have an attitude or never utter a word during a transaction? How can we get them to see that they have the power to change the course of someone’s day or leave an unfavorable impression? First, it is important to recognize that the majority of negative people have no ill intent.

The best way to break through is to appeal to our emotional side. We all have problems, some of us carry them around like a billboard, some keep them in check and refuse to let them affect the way they treat others ... and everything in between. Our perceptions are all unique, and yet we often think others process our actions the same way – but we don’t! Two people can witness the same situation and have two different opinions of what happened. Allowing people to see how others view them or help them to realize they are stuck in a “world of their own,” is a vital step. It also is important to convey that is takes effort and commitment to make a change, and as the experts say, repetition of the preferred behavior is the best way to break a bad habit.

I like to start my customer service classes with a section on “people dealing with people.” It is an attempt to break through our outer shells, return to the basics, and focus on how we treat others, not just customers. We need more compassion and empathy. There are many books on positive thinking. I like the “law of attraction” concept; when you exude positive energy, it comes back to you!

 Home Page