So it seems that dedicating a blog to kindness invites brand new opportunities to display such traits on a routine basis. And honestly, I can’t say that it’s been easy. While at work yesterday, a customer called, complaining that she could not access our organization’s website with her Log-in ID and Pin #.
I thought this was strange because the website was up and running and we had not experienced any complaints all day, but I listened, nonetheless.
I asked a number of questions and after guiding her, she was able to access the site. This was great I thought; she got what she wanted and I would be able to get back to the customers standing right in front of me and actually do the work I was hired to do .
But not so fast. With speech coupled with both urgency and desperation, she wanted help attaching a document to a personal email and wanted my verbal assistance. I wanted to hang up. Was this a joke? I was very close to telling her that it was impossible, not only did I not have the time, it was not in my job description. In addition, learning to attach a document is a hands-on activity; You just can’t learn that over the phone.
But who am I to say no to such as small request? I figured it was best to try; it’s always best to try.
My verbal commitment didn’t derail the laughter inside, however. When I couldn’t hold it any longer, I placed her on hold, told a co-worker about the call, and laughed some more. I couldn’t believe the caller.Why would she think I could help her over the phone? Why hadn’t she taken basic computer courses at the local library?
Since I lacked the nerve to ask these questions, I asked her to locate the document she wanted to attach, but she couldn’t so that’s where we ended. Of course she wanted me to wait until she found it, but that wouldn’t be fair to the waiting customers. After explaining this, she understood, thanking me for my patience and help.
What was the point of all this? I’m not really sure, actually. I just know that the 10 second thank you she gave was nice and something I appreciated far more than a phone being slammed, a few choice words, or the many huffs and puffs that come with frustration. Her message left me calm, happy, and ready to meet my next customer.
