I feel like the most confusing debate I’ve ever seen is whether you should take the time to be nice to customer service people. Like, yes? Always? I don’t care if it slows things down a tiny bit. I don’t care about that fraction of a second. Still do it.
I know there are places where this isn’t the norm, but, I’m just gonna tell you straight: you’re wrong.
I’ve worked in any number of jobs that have contact with the public, and there is a huge difference between the people who just say what they want and the people who first say hello - you know, like you’re an actual human - and then ask for what they want. One of those groups makes you feel like an automaton. The other makes you feel like a person.
But beyond that general concept, let me just tell you, genuinely nice people make all the difference. I once had a client rail at me for like ten minutes straight for something I had nothing to do with, had no control over, and could not possibly fix for him. I was ready to cry by the end of it. I was ready to quit by the end of it. I hung up the phone with him and decided I needed to take a walk before I started breaking shit, but before I could get out the door the phone rang again. Against my better judgment, I answered it, and I was so glad I did.
It wasn’t like the client who was calling was going to give me a million dollars or anything. It wasn’t like she was calling to ask how my day was going. She just needed a thing, and was calling to ask if I could help her with it. But she was so freaking nice that by the end of what couldn’t have been more than a two minute call, she’d undone so much of the damage he did.
Nice people are a balm against the shitty people. They can make all the difference in the world. So be the nice person that makes someone’s day a little better.