I do customer service for my company and it’s so humbling. It helps me understand what people in the service industry go through. I really respect the people who had to deal with me in my past when I would go-off on the customer service rep. Not understanding they have nothing to do with the company or the product, but they have to get the brunt of everyone’s frustration. Many of us take our life’s frustration out on the customer service reps. When we’re mad with the government, customer service can take it. When we’re mad with the boss, customer service can take it. When we’re mad with our spouse, customer service can take it. Any problems we’re having, we give them to the customer service rep. It’s been amusing and upsetting handling the customer service department for my company. People write in with demands, threats, false accusations, and everything else. They write in as if they are the only person emailing in. They want the entire world to stop and serve their needs. It’s hilarious and it makes me mad all at the same time. Some time back I would forget that I’m customer service and I would respond as an entitled CEO, but under the name of my customer service rep. I really damaged my company a few times because I had to rip some folks. Then after I rip them, all of a sudden they are shocked and appalled at how they are being handled not realizing that I just gave them back what they gave me.
They thought they could write in and go off on the assistant and the assistant just take it, and then move on. Maybe that’s what real assistants and customer service people do. Maybe they don’t take it personal. At least I hope they don’t. I’ve learned a lot doing customer service. I do it for the very lessons I’m learning. It has made me humble. It has made me look at life differently. It has helped me understand how many people are struggling in life. It has shown me how many people are hurting and angry and operating from those places. Very rarely does someone write in respectfully, peacefully, and full of grace and understanding. I can count on one hand how many people can keep a level head and nice attitude when the world doesn’t stop for them. I’ve been guilty of handling situations just as most others do. That’s why I put myself through this training.
To be successful, like real success, lasting success, you must be humble. You must have a servant’s heart. Jesus said, the greatest among you is the servant. If you can be humble, you will be exalted. If you can have a servant’s heart, doors will be opened to you. If you can smile after being cursed-out and talked-down to, you’ll be able to achieve anything. To reach the top you must have the heart of the lowly. Your ego will destroy you.
The next time you have an issue with your phone bill, food order, or anything else remember this post. When you speak to the customer service rep, speak how you’d like to be spoken to. Approach it in a cool and calm manner and watch the sea be parted for you. After going through the fire as a customer service rep in my company I began to change my tone when addressing issues with other companies. I noticed the cool, calm, and collected version of myself got a lot more results than the angry and irate version of my past.
A servant carries the burden instead of dumping it on someone else. A servant is the greatest among us. A servant is a leader. A servant is stronger than anyone else. A servant’s heart will take you where ego can’t.
Grow with me as we try to have a servant’s heart in everything we do.