This is the word I use when I’m angry/frustrated/annoyed. Usually – I’m partially to blame and I certain was this weekend past when all I could think was “ARG!!”.
A customer had sent an email and I’d replied to it – flippantly, without the right amount of tact and without the type of customer service I usually proudly deliver.
And guess what – he had the nerve to call me on it!
He even suggested I write a blog on it called “Teacher Doesn't Apply Own Lessons”.
I was steaming. I fumed. I vented a little. I wrote back to him and challenged him.
He backed down.
I calmed down and tried to reopen the dialogue. Because… he was right.
He handled the matter tactfully and in a grown up manner. And eventually I got there too (I hope).
So while I won’t indulge him and write a blog called “Teacher Doesn't Apply Own Lessons” – I will write one admitting…
- that even those of us who love customer service, have our off days
- that we should all take time to pause before we reply to emails either too light heartedly, with venom or with anger
- that even if we don’t necessarily see the customer’s point – we should thank them for bringing it to our attention rather than just whining about it behind our backs – or, in this day and age, whining about it behind our bank and in everyone’s face on social media.
Thank you Terry – lesson received loud and clear.