There are many things that one learns about people when they work in customer service. One thing that I have learned in my years of customer service work is that people have an inability to LISTEN! This is especially frustrating to an introvert who does not enjoy talking to people that they don't know....and yes I know that I am in the wrong line of work since I don't enjoy talking to people I don't know but that is beside the point.
When customers come in to process a transaction and they don't have everything they need I take the time to explain to them everything they will need. Depending on the situation I will even give them handouts that I use to further illustrate what they NEED to bring in order to complete the transaction.
Unfortunately about 75% of the time, if not more, only about half of what I tell them sticks in their brain. The handouts that I give them to help them remember everything I've told them doesn't really help because they don't read (another downside to working in customer service).
It's really frustrating and irritating because when they come back without everything they need they get even angrier than they did when I had to send them out the first time. They complain about having to make multiple trips but if they would just take a minute, calm themselves down, and properly listen the first time when I told them what they needed it wouldn't be an issue.
I have no compassion for these people. If I take the time to tell you something then f*****g listen. I mean I'm an introvert so I don't talk just to hear myself. I talk because you need to know this information....it is important if you want to be able to successfully complete your transaction. These people also need to realize that the more they argue (over what I said or over anything else) and the more unpleasant they get....the less willing I am to go out of my way to HELP them! Treat me with some respect and understanding because I don't make the rules, just enforce them, and I will do everything in my power to help you. Be a jerk and you can take a hike!
It's not just when I have to send people out for more paperwork though. I have found people don't listen to you when you are sitting there running their transactions. At my office we, essentially, just process paperwork. All of the official products are mailed to you.
I spend half the time I am waiting on customers explaining to the customer when they should receive their documentation in the mail and what they can use as a temporary in the meantime....and the other half repeating myself when the customer asks "What do I use in the meantime?" or "When will that come in the mail?"
REALLY?!?!?!?!?!?
I just told you that. You were sitting there looking at me!!!!!!!!
It is really frustrating to watch what you just said go in one ear and out the other!
Here is my plea to everybody reading this!! LISTEN!!!! When you are somewhere have a transaction completed listen to what the employee says because chances are they are not talking just to hear themselves. Show them some respect and kindness and you will find that they will return the favor and even go out of their way to help you when they can. Don't get angry at them for something that they can NOT control. We, in customer service, do not make the rules...sometimes we don’t even agree with them. We just get the privilege of enforcing the rules and dealing with the oh so kind customers that come in. Remember that you are in public and don't make a fool of yourself in front of the other customers!
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