Working as temporary employee in several companies and organizations has its cons, but also its pros. One of these pros is getting to know several types of working environments and to learn a lot from it. Still, there are things I find shocking.
I do like customer service and processes professionally, so I am constantly looking for ways to make processes work for the customer. In my opinion, the customer is a center point, the sun as you might say, with the services and products flowing around like the planets in our solar system. How shocked I was to find out that some service oriented environments are seeing the customer as a threatening, harassing object of no importance at all.
So I started asking questions. Why is the customer of no importance? Why can’t we deliver what is asked for? Why do we not offer alternatives? The answers were basically the same: the customer is harassing us and keeping us from performing in our jobs. I really could not believe this. Customers is what it is all about. Without customers, you cannot bring your idea to the market. Your products and services should be pivoting around the customers, not the other way around.
As I could not live with it, but still needed my pay (yes, I know, sometimes earthly issues are of high importance too), I decided not to think about it too much and in the mean time help the customer where it was within my power to help. It still gnaws my mind, from time to time. I am a customer too, and I want to be treated like I am the most important person in the world. Why shouldn’t my customers deserve the same treatment?
The company policy hasn’t change a bit, unfortunately. It takes more than just an operational agent to get things done, to change minds. I have no idea what the future will bring them. And I wish their customers the very best.