Anybody who has worked in a service industry has a story. Probably several. People who through the veil of anonymity they throw civil manners and courtesy out the window. Clearly we are all just varying levels of dependents in this situation: the consumer dependent upon the service and all the variables that come with it (quality, cost, reliability, etc.) and the employee dependent upon improving those variables in exchange for financial compensation to afford their own services for themselves and their families.

If people would look more in that perspective, a discourse of “This is the problem. What can you do?” could be done more efficiently and effectively. In my experience, there have been several times where the solution is often easy and quick but the conclusion is dragged out because of the consumer’s insistence to “tell their tale.”

Perhaps we should expand the term “customer service” to more then just that specific industry’s promised product. We also provide the no consequence venting venue for their lives. Is that customer truly shouting at the top of their lungs because of an extra two dollars on their most recent bill? Some, sure, but my guess is the majority have deeper issues in their lives and want to let it out. They want to do the socially unacceptable thing of shouting, swearing, getting angry and letting their emotions take over. If they allow this to boil over in their workplace, family, or friends then there would be a lingering effect which wouldn’t improve their situation and most likely negatively impact someone else.

The stranger on the other end of the line, the spokesman for this latest inconvenience in their lives, allows the perfect outlet. They will never meet, they will never share an awkward silence and with the simple press of a button the entire encounter is over. The power the consumer has in this situation is intoxicating then the rest of their day spirals out of control, it’d be against human nature to not take advantage of such a beneficial release with little or no risk.

From the employee standpoint, perhaps it is time that we don’t look at this angry customers in disdain but instead be glad we allowed them to let a little rage, little anger, little frustration out of their systems. If this allows them to be calm in another situation with a friend or family member, isn’t it better that we take it in the chin? We are patient, we are strong, and we are improving the lives of others even if in the most minuscule way.

Sometimes the smallest pebbles can make the largest ripples.

This entry was posted on Sunday, October 4th, 2009 at 12:50 pm and is filed under analysis. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.