ICYMI: We've all seen it happen — someone tearing a strip off a customer service worker because they weren't getting the service they feel is deserved. It's poor behaviour that many in the industry say is becoming the norm.
| Posted: Sept. 7, 2022, 1:20 p.m. | Updated: Sept. 7, 2022, 3:40 p.m. | 12 Min Read
“We contact mall security frequently,” says Burns. “For those of us dealing with difficult situations on the sales floor and at customer service areas, we have radios and phones to communicate that we are in distress or need help dealing with a situation.”Being in the customer service industry is not for the faint of heart. Customer service is embedded in every job and is crucial to keeping businesses afloat, says Janet Ross., a program of PeopleWorx in Coldbrook, N.S.
It's given consumers the confidence and entitlement to share their feelings in person, she says. Because there are so many ways consumers can get what they want, skills like patience and empathy have gone by the wayside. This leads to many unnecessary complaints, he said. The issue might have nothing to do with the server and more to do with the kitchen staff, such as food quality or confusing orders. It could be supply shortages or a delivery issue.
Things were so bad for Monica Walker, a P.E.I. woman who is not using her real name for fear of speaking out, that she had to quit her customer service job because it was seriously impacting her mental health.Problems with irate and belligerent customers are so commonplace many workplaces now offer training on it.
Customer service requires a toolkit full of techniques as each customer is different, explains Ross. It’s also an important skill when working with co-workers or vendors. The quality, content, and frequency of such training, however, varies across workplaces. Despite how unfair it is to the employee who is at a disadvantage, employers suffer too, amid mounting pressures to increase overall productivity.
Customer service skills are new muscles that do require support and information, explains Ross. Many employees have baseline instincts and knowledge to smile and give correct change, but when faced with opposition or difficult customers, tools are missing.
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