Poor customer service can be infuriating. Sure, we know that businesses and brands should always aim to make their customers happy. The saying is that the customer is always right, after all.
There is, however, a fine line between being right, and being a jerk about it. There shouldn’t ever be a situation that results in business employees having to put up with verbal abuse, or being treated like they’re some sort of lowly person only there to serve. It’s not cool. It’s not okay. Most importantly, it doesn’t really get the job done.
Next time you’re on the receiving end of sucky service and are about to go all Sandton-mom on their butts, take a deep breath and remember these six reasons why kindness will actually get your problem solved faster.
1. You’re speaking to a real person, with real feelings
Mistakes happen. And unless you’re some sort of super-powered cyborg, we’re willing to bet that you’ve made a mistake or ten in your own career. Imagine some crazy, entitled stranger screamed obscenities at you every time you dropped the ball.
Ditto for the worker, waitron or customer service rep you’re engaging with. Maybe they’ve had a bad day. Maybe they just found out who dies in the Game of Thrones finale.
You don’t want to be adding more emotional turmoil on top of that, do you? Try to be nice or, at the very least, polite. Your small act of kindness could go a long way in improving their day, and speeding up a resolution to your problem.
2. Kindness equals more kindness
This is a no-brainer. If you’re nice to somebody, they’re going to be nice back to you. Especially if they’ve screwed up. The world needs more kindness, anyway.
3. You won’t look like an A-hole
Imagine that the lasting impression that you leave with someone is that you’re a huge, A-grade nincompoop (this is a PG 10 establishment, you can insert your own colourful descriptions). Preserve your honour, and your reputation, and be kind.
Kind people get better service, and they sort out their problems more quickly. Kind people don’t get suspect bodily bits in the meals they send back. Be like kind people.
4. Kindness makes you healthier
Seriously though. Did you know that doing nice things for other people boosts your serotonin, the neurotransmitter that’s in charge of warm-fuzzies like the feeling of satisfaction and well-being? It also releases endorphins, a nifty phenomenon that some refer to as a “helper’s high”.
5. Your kindness could improve their business
People tend to ignore criticism when it’s wrapped in aggression and personal insults. It’s a form of self-preservation. By providing calm and measured feedback, the person you’re dealing with is more likely to make you (and your complaints) a priority.
They’re more likely to implement changes or see that you’re adequately taken care of because, in their eyes, you’re a more valued consumer. Not only does this get your issue solved more quickly, but it could result in a better service offering from their side. Basically, you’ve helped them out. Pat yourself on the back.
6. You might walk away with something extra
By cutting the staff some slack you’re more inclined to score a discount or a freebie. Who doesn’t like freebies?
So there you have it. Before doing a Hulk smash on that school-holiday shop assistant, consider approaching their failings with kindness. Leave a review with us, and outline what happened and where they could improve, but be kind about it.
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