Why You Shouldn’t Hire An Ostrich To Do Customer Service

When an ostrich feels threatened it buries its head in the sand. The ostrich believes, so the theory goes, that if it can’t see you, then you don’t exist.  Danger averted. This is one of the primary reasons we don’t hire ostriches for customer service jobs.  Simply ignoring a customer will not alleviate their problem nor will it make them go away.  It may come as a surprise then how many customer service professionals seem to have been trained by ostriches.

Just a few days ago, I walked up to a counter at the airport to ask the gate agent a quick and simple question.  I saw she was on the phone as I approached and expected to wait a minute or two.  As she saw me approach she averted her eyes down and away.  I stood and waited patiently. 

Standing right next to her, I could hear her call. It was about something work related but it included a lot of he-said-she-said also.  I only had a quick question; she wouldn’t even need to look anything up on her computer or even end her conversation.  I politely interrupted, “I’m sorry, can you tell me where the B terminal is please?” Instead of asking whoever was on the other end of the line to hold on a second so she could quickly answer my question, she actually turned away from me even more, not even acknowledging that I existed.  Like an ostrich, she thought that if she couldn’t see me, then I don’t exist or at least I’d go away.

I didn’t go away.  Instead, I seethed.

I tend not to be the seething sort, so it fascinated me why I seethed.  Was it because I want all the attention and I expect to be listened to and heard on my terms, when I wanted it, especially by someone who is supposed to be in a customer service role?

I could have easily walked away and asked someone else.  I probably could have found a sign if I looked around a little more.  Damn her, she’s a customer service agent and I’m a customer!

Nope. It was none of those things.

A few days later, I was in a hotel and wanted to know which way the conference center was.  Again, a simple question that wouldn’t require anyone to do any work, look anything up on a computer or even stop what they were doing.  Just like a few days before, I approached the concierge counter and the concierge was on the phone.  Like a few days before, she was talking about something work related but there was clearly a little extra friendly banter.  Like a few days before, she didn’t interrupt her call to help me. She continued to talk on the phone leaving me standing there to wait for her.  But she did one simple thing completely different.  She looked over the phone, held up her finger and mouthed the words, “I’ll be right with you…”

I didn’t go away this time either…but this time, I felt fine.

No seething.  No anger. No incensed customer demanding immediate attention.

So often, companies forget that 100% of customers are people. And people are human.  And humans are a sensitive sort.  A delicate mix of caffeine, sleep-deprivation, hormones, uncertainty, social awkwardness, stubbornness and a dash of the-world-revolves-around-me-because-I’m-the-customer. Though we think we want answers and immediate attention, in reality we just want to be acknowledged.  We just want someone to show us, in some way, that they recognize that we exist. If we don’t get that, we demand even more than we really need and act like a buffoon until we do.  In contrast, if our existence is acknowledged, we show remarkable patience and generosity.

More than one of my friends have complained to me that when they come over to my apartment, I just scream out come in. They will walk in while I’m finishing an email and, without looking up, I’ll just shout out, “hey.”  The first time I heard the complaint I pushed back, “I’ve known you for years, you’ve been here thousands of times, just give me a minute and I’ll give you all my attention.”  Then I added the kicker, “why so selfish?”  But my friends are human (for the most part) and are, like me, a sensitive lot. So after more than one person told me it was rude, I tried taking my head out of the ground.

Now, when my friends come over, I hear the same knock and, even if the door is unlocked, I get up and let them in.  “Hey,” I say, “come in, I’m just finishing an email, give me a minute and I’ll be right with you.”  They say, “don’t worry, take as long as you want.”  I get more time to finish what I need to and no one feels uncomfortable. 

Perhaps we should change the term "customer service representative" to "people service representative" just to remind everyone that customers are people too.

p.s. no need to send me an email telling me that ostriches don't actually bury their heads in the sand. I know they don't.  But that doesn't change the fact that too many customer service representatives do.

Download a PDF of this post

Comments

[wholesale hats]

Thanks for such a great post and the review, I am totally impressed! Keep stuff like this coming.

[Head Racquets]

Similar the urbanization virtually any

[Cheap Hats]

Nice article thanks for sharing this!I like, I am the first time on this site and am really enthusiastic about and so many good articles. I think it’s just very good.

[wholesale synthetic grass]

I'm so glad to have found your web page. My pal mentioned it to me before, yet never got around to checking it out until now. I must express, I'm floored. I really enjoyed reading through your posts and will absolutely be back to get more.

[cheap jordans]

555linli1
　Destiny: A tyrant’s authority for crime, and a fool’s excuse for failure

[Air Jordan 7]

555sql Anything to work hard to make, the outcome is that god's will, don't begin no faith and produce not hard, this is confidence.

[jordan shoes]

The post is pretty interesting. I really never thought I could have a good read by this time until I found out this site. I am grateful for the information given. Thank you for being so generous enough to have shared your knowledge with us.

[jordan shoes]

The post is pretty interesting. I really never thought I could have a good read by this time until I found out this site. I am grateful for the information given. Thank you for being so generous enough to have shared your knowledge with us.

[Belstaff Jackets]

This blog is cool! Hey, when you have the new era caps chance, check my blog out and tell me what you think! Its a company i am starting and i want an new era hats opinion. If you like what you see, please follow me!
http://www.toplacosteshoes.com
http://www.mybelstaffjacketsoutlet.com
http://www.topvibrams.com

[Babolat Rackets]

Grand Slam Tournaments:- Includes French Open tennis, Australia Open tennis, US Open tennis and Wimbledon Open tennis championship.

[shoesyohji3]

Good website! I really love how it is simple on my eyes and the data are well written. I'm wondering how I might be notified whenever a new post has been made. I have subscribed to your RSS which must do the trick! Have a great day!
PPC Revenge 2.0 Ninja Says -This has definitely sparked up an notion in my brain. This really is a amazing web site article.

[Monster beats studio diamond headphone]

This is a really good post. Must admit that you are amongst the best bloggers I have read.
http://www.themonsterbeats.net/lady-gaga-heartbeats-inear-headphones-silver-p-210.html
http://www.themonsterbeats.net/monster-beats-by-drdre-lebron-james-23-limited-edition-p-193.html
http://www.themonsterbeats.net/monster-beats-by-drdre-limited-edition-lebron-james-23-p-226.html
Thanks for posting this informative article.

[http://www.asicschuhe.com/]

Asics Schuhe ist die beste Laufschuhe,Beste Verarbeitungen, hochwertige Materialen und ein unverwechselbares Design machen Asics Schuhe zum Liebhaber vieler Schuhfans, denn sie sind auch für den Alltag perfekt einsetzbar!

[Vendita Giubotti Belstaff]

Thank you. I just found this blog and what a great resource! It is a good blog and their posts are effective. This is very nice post! I will bookmark this blog.

[call center philippines]

Hahaha. I've experienced the first part in your story. There are questions bothering in my mind on why they are like that. It ruins your mood.

[Justin Bieber Supra]

Hi, Eric -- thanks for the great comment. I've been reading your blog, and I've become a big fan of your writing and thinking on modern IT. It was actually your recent "CIOs: Consider This" post that linked me to your older post on shadow IT that was the seed of inspiration for this post.

I know there's a continuum of possibilities in how marketing and IT can collaborate, and my ideas are pretty far to one side. In a lot of situations, the best solution will depend on the specifics of the organization and the people involved. I also think this "best solution" will be a moving target in the years ahead, evolving with technology and shifts in organizational structure and culture.

But in a world where marketing technology may take shape in forms that are very different than what we've thought of as "IT" in the past, it's not that radical to think of a tech team in marketing running it directly. A new generation of functional embedded IT facilitated by the cloud generation.

I definitely look forward to reading more of your thoughts on this subject!

[Justin Bieber Supra]

Seriously I like your writings always, your a wise man..
I passed alot with like that situations, at the beginning I was like to help just to open a new door to return as the past, but when I understand the life positively, I`ve leived that it`s better to forget who`s forgetten you!
So I prefer to ignore it and don`t send any reply!

[Justin Bieber Supra]

I think Cincinnati's sucess depends on the leadership of the QB. Cincinnati can have all the talent in the world, but if Carson can not get the guys to come together as a team as Chad would say "Kiss the baby". Look at the Colts. Payton is a leader. The Colts do not have the best individual players but it is the leadership of Payton that makes the team come together and win. It is up to the offense to stay on the field and score, giving our defense time to rest. I totally agree with what was said that the Bengals have to many mental errors. They need to work on the OL not jumping to soon. I saw that all year long last year.

[True Religion Jeans]

While I haven't removed my mouse from my desk just yet, it's easy to only use the Magic Trackpad with no need for the mouse whatsoever. The most difficult adjustment has been getting used to not having to pick up and move a device in order to navigate. The Trackpad blends in perfectly with my iMac and bluetooth keyboard and looks much better on my desk while offering a simple, elegant, efficient interface tool that requires little space. It's a great idea that has been executed well. The touch movements are easy to master and it has a proper tactile feel via the finger friction and integrated buttons that (built into the feet on the bottom of the Trackpad) provide clickable feedback for those who don't want to simply tap the Trackpad.

[True Religion Jeans]

While I haven't removed my mouse from my desk just yet, it's easy to only use the Magic Trackpad with no need for the mouse whatsoever. The most difficult adjustment has been getting used to not having to pick up and move a device in order to navigate. The Trackpad blends in perfectly with my iMac and bluetooth keyboard and looks much better on my desk while offering a simple, elegant, efficient interface tool that requires little space. It's a great idea that has been executed well. The touch movements are easy to master and it has a proper tactile feel via the finger friction and integrated buttons that (built into the feet on the bottom of the Trackpad) provide clickable feedback for those who don't want to simply tap the Trackpad.

[Wholesale New Era Hats]

I get a bit fed up with shop assistants who carry on conversations with their friends and don't look at me while they 'serve' me. So when they hold their hands out for the case, or the credit card or whatever.

[football jerseys]

praised the Democratic sponsors of the bill, saying she believed “angels have sat down on your shoulders.”

[sports jerseys]

It is my pleasure to read this page,I look forward to reading more.http://www.nfljerseysmalls.com

[Louis Vuitton Clothing]

look at how the problem is a superficial understanding, if the boss is not substantive, it is impossible to make a full

column wedding dresses

[shox]

We all have egos and they need to be stroked now and again, especially when we are the customer.