The Dark Side of Customer Service

I'm going to try to keep this short [LOL, like that is EVER a possibility!]. Well anyway, in one way or another, we have all worked in an industry where customer service is a must. Whether it was that seasonal part time job working in the mall or that "nine to five" answering phones, we were at the whims and ways of someone. And 90% of all the interactions with people have either made us want to take an early break or simply lose our job by slapping the snot out of someone stepping out of line. Trust me when I say that you and I are on the same page in so many occasions!

My thoughts in preventing such acts of violence is to simply DROP IT! In truth, no one is tying us down to work our current jobs. There was no contract signed in blood that keeps us from walking out those doors. We work by choice. And if we choose not to work and get that paycheck, that is a consequence that we have to deal with when we choose to be unemployed. In moments of true stress and anger, let me suggest you go off into a quiet corner [I prefer my car. I'll explain later] and think about the situation. After your heart slows down and your breathing returns to normal, you'll realize that the situation was much about nothing. Also try to reflect on the reasons why you applied to this position in the first place. Obviously the reasons will vary but they serve as inspirations to take things in a better perspective and not let the moment entrap you in fruitless emotions that can only cause harm in the end. After reflecting on the situation, I find myself laughing at myself for letting such small confrontation irritate me so much. Nothing last forever and the situation you are in, will pass. Take it for what it is ... a lesson from GOD!

We also have to remember the stressful positions that these employees have when confronting us in our customer roles. We have to learn to show some appreciation to the fact that someone is willing to help us out. Now I can feel a disturbance in the force... someone proclaiming that we show our appreciation by paying their checks. At the end of the day, we have to realize that those who offer us service are people too. And sometimes, they complete tasks that some of us wouldn't dare do. And such acts of kindness can be the silver lining in the eyes of a stressed out employee.

At the end of the day, we all are in the service of someone. Even if you're self employed, you're in the service of your customers. Would it not be just plain common sense just to show a little consideration? But again, this isn't a perfect world. And proof of such walks around us everyday. My view is that no one is going to steal my joy.

BTW, about the car >> it's about choices. I could always start up the car and leave OR I can calm down, find my footing and continue moving forward. I choose to be employed and not everyday is going to be peaches and cream. Some days, I will just have to buckle down and brace for the worse.

The Loyalty Among Co-Workers

There is a saying that there is "no loyalty among thieves". The reason for such an observation is that there truly is no boundary or limitation for a thief. A person that upholds to the title of thief can rob from his own mother because of the fact that there is only one rule for thieves ... NEVER GET CAUGHT.

But I am not among a gang of hardened criminals. I speak about the working world where one has to labor for his/her pay rather than prey upon those that dwell in the realm of 9-5. And if you have to share a majority of your time with a group of people who are similar in missions and goals, one would tend to think that a bond would grow. A certain "loyalty" would be expected within the boundaries of this newly found relationship. Heck, you spend majority of your waking day with them! They can at least be cordial and attempt to be friends

But the fact of the matter is that your co-workers are just that! They are not inclined or obligated to assist you in any shape form or manner. Much like parts to an engine, co-workers have to perform a certain task. And though you might need assistance, they must continue to perform or find themselves at risk of being replaced right along with you.

But what about TEAM ETHICS? It sounds good hearing that you are a part of team. Who doesn't want to belong to a group of like minded individuals that have your best interest in mind? Who doesn't want to feel that they are supported while working? But the fact of the matter is that being employed is about self preservation and nothing else. If a situation were to arise where an employee is placed between the moral injustice of a fellow co-worker and his salary, is it not obvious what the employee would do? In most cases, the employee would cling to his current position, leaving the co-worker to fend for himself. Cruel, but true. Even animals tend to fight for food rather than share. It is about survival. And for us, working human beings, our paycheck is our treasure to longevity and no one is going to get in the way of that.

We would like to think that we have friends in our workplace. Look again. Everywhere around you, there are enemies. If you are in a supervisor position there are people scheming to knock you out of your position and assume your title. Even at the low end of the totem pole, there are demons looking above and below you. Not to make you paranoid, but it is best to have two sets of eyes, if you get my meaning.

Thinking positively, there are some good to being loyal to the people around you. It might not get you that promotion or the raise that you've been asking for, but it will definitely build your reputation among "TEAM". You will be considered dependable, reliable, and worthy of some amount of praise. And in the situation you find yourself in the position of a higher title, those people who you helped will loyal to you. In a imperfect world, doing good has it rewards ... some times.

If it is to be then it is up to ME

The title of this entry speaks wonders all by itself! Some times, it is down right difficult to rely on the efforts of others. You have to roll up your sleeves, get that extra cup of coffee in you, and prepare to burn that midnight oil. The world is moving at a pace to where we cannot procrastinate in the hopes that our team mates will pick up their slack. In some situations, we just have to be able to haul not only the responsibilities our titles hold, but the obligations of others as well. And in the end, we can't expect a reward or a crumb of appreciation. The world doesn't work that way. If it did, I wouldn't be blogging about the issue at hand, now would I?

Going along with the theme of TEAM DYNAMICS, when it comes to the morale of the team, there will be times when members will become frustrated and stressed out due to the expectation that their positions hold for them. Some days, it is just a heavy burden to hold and it becomes obvious that we are not machines! And it is not going to be our supervisors to come to the rescue (though we expect that)! We have to look upon the will and determination of ourselves to keep moving and HOPEFULLY, tomorrow will be a better day!

If you find yourself in a rut... my suggestion would be to take a step back and breathe. Take time to re-assess the problem in front of you. Being frustrated only waste the energy that you have already put toward solving the issue. If you need to ask for help, by all means, don't waste more time by being prideful... ASK FOR HELP! In the long run it will save time, money, and of course the aftermath of you going nuclear!

Some times, you have to rely on others... just know who you are relying on. Relying on complete strangers can lead you down a road that is not helpful. When it comes to team building, we are all working towards a goal and that goal might need every one doing different things. And those things might relate to one another. A complete stranger or someone new might not have the knowledge or experience of the person that held the position before. This is where we become adults and try to help out. Yes, it might set you back a little, but at least you're helping out the team and trying to make "the new guy" feel welcomed. This also strengthens the bonds within the unit that we call "TEAM".

The Dying Art of Leadership

In a way, yes leadership is an art. You just can't pull a book off the shelf and study such a quality. Many ingredients are needed to become a leader. Just look at Obama. Get past the fact that he has a percentage of African American lineage and you will see that this man has walked a path that many have attempted but so few have crossed that finish line. When we look at the people that are consider leaders in our communities, what makes them a leader? Well, when I was younger (and I use the term loosely, haha!) I always had the thought that the elder residents had a say in the way things were run around the community. In my hometown my next door neighbor was Ms. Clora. And being the matriarch of her family, she didn't have a problem letting the children of the community know what is right and what was wrong. And the sad thing about it... our parents agreed with her. So if Ms. Clora were to come upon the knowledge that you got into a fight, she would patch you up and then tell you parents when you got home. Back then, I would have called it being a nosy busybody, but now I look back and realize that she was showing concern for our safety and love for the future of the community. Back in the days... ain't nothing better!

But in today's age of information, seniority is not the only quality one has to have to be considered a leader. Knowledge is an essential tool needed to direct one's community. My greatest example of such a statement in action would be Pastor Eddie Bishop Long. Now, I am not going to go into the whole line of tragic events that have recently been discovered about this man, but the fact that he has cometo grips with the situation and is still "guiding his flock" is an amazing feat! His method of combining biblical and real life lessons is probably the greatest reason why his congregation numbers in the thousands. Knowledge is everything and the ability to not only receive, but to distribute that information in the way that your followers can be convinced that their participation is important is again a great tool to have.

Being socially active has always been an important factor in being a leader. One cannot just post a blog, update his/her Facebook status, or tweet every 15 minutes and instantly have a following. A leader shows his/her face in the most important events... the events that the followers will be present! And at such events, the leader shows his determination to become part of the community and shows that he/she is not just face designed to console and ease the problem with sugar coated solutions.

Being a leader also means to have an understanding that people under you or following you have some common sense. They also have the ability to carry your ideas or burn them. It just depends on how you look at them. Those people that help you can be the greatest weapon in achieving you goals. Yes, it might take some honing and some sharpening of the edges, but in the end you can possess a reliable asset that will come in handy in the greatest of challenges.

I am not saying that all people are made out to be leaders. And in this entry, I have just named a few qualities that make a leader. Pending on the situations at hand and the challenge ahead of you, what you ask your team might vary. Just remember the "GOLDEN RULE":

"Do unto others as you would have done to yourself"

R E S P E C T

TEAM Dyanmics

Thinking about the word team, I would like to think that there is a sense of honor when finding yourself a part of a goal. Whether the goal is minuscule or global, it is with the hard work and determination of the TEAM that accomplishes the goal. Even if a member of said team is not performing to the best of his/her abilities, the TEAM comes together to assess the problem, analyze the options available, and execute the strategy planned as efficiently as possible.

The problem that I have witnessed within the TEAM environment is when there is a attack on the efforts of the team there is a all out panic among the members. When threatened, it is most likely that all members will be looking for an exit strategy that will preserve themselves from the downfall. Also if the members feel that their positions are threatened, then they will do anything and everything to keep their heads above water... even drown his/her very own teammates.

What I'm looking for is a solution to the problem of the teammate drowning rat. How should I confront the situation? I've looked through my options in a professional manner. Sure, I can go to the "principal's office" and snitch out the rat and tarnish my own reputation among the team. Or, I could have a sit down session with the person in question with a neutral party. But my all time favorite is to approach the person in question with a 8 pound sledge hammer. Anger management class... been there done that! I just find the aggressive approach to be effective. But I'm only kidding, but I want this bad feeling inside me gone.

Here's the problem:

A while back while at work I was a invisible third party to a radio conversation. In my perspective, it just seems that the rat was implying that my performance was not up to par.

Since that conversation, I been avoiding any type of communication with the rat. I have told my supervisors, but the feeling of snitching came over me, so I avoiding revealing who the rat was. But in the back of my mind I really want to place this rat in a plastic bag and toss it over the overpass. Thanks for the inspiration, Lorena!

But the cynical side of me is trying to persuade me to bide my time and remain observant... waiting for the rat to corner itself in a compromising situation. But I cannot falter to the whims and ways of the rat. My honor will not allow me to go that path! So instead of festering in the puddle of my self-doubt, I think it will be best to be an adult and confront the rat head on! And thus my thought for the day:

"Leave a rat alive too long and you're bound to have an infestation"