I have been in the customer service industry since I was thirteen. I had a paper route in the seventh grade. It was
short lived due to the whole getting up early on Sunday mornings and on Holidays to make sure my customer's newspapers were placed correctly on their front porches. (Riding your bike in the winter time is not easy under snow pants and a
friggin' parka.)
I've had my fair share of irate individuals, and if there is one thing I have learned in my nine years of customer service, it is how to deal with these people. Swallow your pride and agree with everything they say. If their voice rises, keep
yours low. They are only making a spectacle of themselves. Take the blame while they are present, explain yourself later. Yes it sounds smarmy, but in all honesty, its the easiest way to diffuse the situation and get them out the door.
Yesterday, for the first time in the fifteen months that I have been with National City, I had a customer bring me to the verge of tears. He came in the door blazing. Feeling the need to protect sweet little baby
Nihada-bear, I called him to my window.
"Gimme a pen" he demands.
I oblige.
"Gotta deposit slip?"
"For checking, or savings?" I ask, out of instinct.
Silence. I look up.
"Checking..." he says, shaking his head once, the way my uncle Jerry does when he is talking about interacting with people with disabilities or of different races.
I hand him the slip, he fills it out, but not without first berating me for the "stupid" mat on the counter that asks "Does YOUR employer offer a
Bank at Work Program?"*
He slides the deposit slip back at me with his driver's license and his unemployment card.
"There's too-
thurdy-fore on that card" he says. "I want 200
uhthat in my checking."
Once again, I oblige. I do an advance on his card for $200. I deposit that into his checking account. I complete the transaction, and I hand him his card, account balance, and a receipt. Smiling. Naturally.
"Where's my
thirdy-fore
dollurz?"
"Oh I'm sorry, I must have misunderstood you, that's my fault." I reply, with the
eloquence of a royal. He hands me his card, I re-run it for the additional $34. Just as I finished that transaction he points out that "they charge me
evertime you do that."
"I realize that sir." I reply. Again, eloquence.
Needless to say, what happened next was a series of me trying
desperately to please this man, all to no avail. (The conclusion of this story involves a bit of banking jargon, and who has the patience for that?) He grew redder in the face, his voice grew shrill, and other customers began to stare. He began to sputter, telling me how ridiculous the situation was, demanding his money, demanding to use the phone, demanding that I call the unemployment office, demanding to know how anyone could mess this up.
I'd like to say that I sacked up and punched him in the jaw, but I didn't. I kind of like not having to rely on unemployment for my habit of paying bills and putting gas in my car. Instead my eyes began to well up, I began to shake a little bit, and I began to blush. Fortunately my fearless leader, Suada, our head teller (or "Customer Service Leader" in Nat City speak) comes to my defense. She finally ushers the customer out of the branch.
Unfortunately in a banking environment, people are not patient enough to let tellers excuse themselves into the break room and shake off unpleasant interactions. So I plastered on a smile, tried to swallow the quiver in my voice, and turned my attention to the next person in line.
This customer returned today, fulfilling my wildest fantasies. Once again, he induced a flustered and shaky reaction. This time I received a little help from Luke, the fabulous LFC. He told this customer everything I told him, word for word, and while the customer was still irate, he left.
This whole interaction makes me wonder who this guy is. What makes him think that it is okay to interact with people in such a down right dick-like manner? I was taught to treat people with respect and not blow things out of proportion. I understand the frustration of $34 suddenly being out of reach, but the man had a fairly strong balance in his checking account. waiting 24 hours for this amount to be credited to his card was not going to break him.
He vowed that he would return tomorrow, in the event that he had still not been reimbursed.
In my nine years of customer service experience, I have never been dreading a customer interaction more that what is about to happen tomorrow.
And please, dear friends, don't make nice bank tellers cry. They are doing their job the best that they can.