Wednesday, January 31, 2007

Giving a Break to Hassled Customer Service People

I received this from a friend and just had to post it!

Written by Harry Tucker

I was recently traveling during bad weather that had caused cancellations of many flights. I was sitting by the gate, having already changed my ticket and was watching the unfortunate airline rep at the gate counter. She was being bombarded by people who seemed to assume that the poor weather and flight cancellations were her fault. Each one in turn laid all of their grief on her and I could see she was being pushed to the brink...

A little ah-ha light bulb flashed in my mind and since I am apt to follow my instinct, I stood up and took my place in the line of ornery people intent on sharing their bad day with her.

I patiently waited my turn and when I was finally standing in front of her, her weary eyes looked up to me, her forehead creased with stress and she asked "May I help you, sir?" I said "Yes you can". I then suggested that she act busy while I spoke to her. I told her I stood in line to give her a 5 minute break. While she typed (I have no idea what she typed), I explained to her that while all of these people were intent on ruining her day, the fact that she had other people in her life that really cared about her and that she had passions in her life that gave her life meaning was far more important than what was happening here today. In circumspect, what was happening here wasn't important and shouldn't stress her out.

We chatted back and forth for a few minutes as she continued to look busy. After seeing her regain her composure, I knew she had to get back to her work and I wished her a great day, telling her it was time for the next customer.

She looked up at me and I could see that her eyes were slightly welling up. "Thank you so much", she said, "I don't know how to thank you for this". I smiled and told her the best way to thank me was to pass on the kindness to someone else when she had the chance.


Hillary said...

Wow! What a great idea! :) I'll have to try that sometime!

nachtwache said...

That is so sweet! I love people like that. I always try to be nice and encouraging. I don't know if I could handle dealing with some customers! Wonderful people like that can make your day!

nachtwache said...

BTW, I actually live in the lower mainland, but I don't want to write anything, that'll give my exact location, my husband is worried about some weirdo, usually it's kids that need to worry about that, not 47 year olds, but it's safer this way. Hillary actually might have my e-mail, I've sent her a couple. She knows I'm Niki's mom, my daughter worked at Kawkawa, our church camp, like Hillary.If I fill out the "e-mail this to a friend" do you get my e-mail that way?

Anonymous said...

Hi there,

I am the writer of this piece and I appreciate people sharing the story because it helps spread good news around.

Have a great day!

Harry Tucker

Anonymous said...

That was awesome. I wish more people could be kind! I do my best but some people think I am weird for trying to be nice to everyone. Some people even give me weird looks when I try to be friendly. It's very sad.