I recently needed the help of my e-mail provider’s customer service department. The experience, to my surprise, was quite pleasant. This started my wondering mind to thinking about customer service in general and interaction with those departments.
The term customer service implies a person, the customer, will benefit or be helped by an action of another, the customer service representative. When we contact customer service we have some expectations: we will be connected with a knowledgeable and helpful person, we can trust that what they say is true and correct, they will be polite, they will be respectful and listen and respond to our need, there will be an explanation of options, and a resolution to the problem or issue that is satisfactory to both parties.
In all honesty most of my calls to customer service are resolved quickly and to my satisfaction. But there have been exceptions where my experience has been different from my expectations. In my experience the biggest aggravation or disappointment has been in the amount of time it takes to connect with a person who can help me.
It is exasperating to have your call answered by an automated answering machine with its menu of what seems like a zillion prompts. Once the correct menu option is chosen then there is the “your call is important to us, please hold for the next available operator”. And the most frustrating…after being on hold for several minutes the call is dropped and then it is back to the automated answer machine to begin again.
If the problem or issue is simple the answers are quick and easy. Sometimes things are more complicated and take considerable time and effort. For the most part customer service representatives are knowledgeable and well trained, they are professional, understanding, and helpful and are to be commended for a job well done.
However, there are those in the profession that are rude, impatient, and patronizing. Maybe they are having a bad day or just not a people person. Working in customer service is not an easy way to make a living. But if you are working a service desk and having a bad day, well, take a deep breath put your problems aside and be the professional you were hired and are being paid to be. If you are not a people person then you are in the wrong place and need to look for more suitable employment.
There is one call we can make to customer service that never has automated answer machines or lengthy hold times or dropped calls. There is never any charge for the call and the line is available 24/7.
The One who hears our call always has the answers and solutions no matter the problem or issue. No need for warranties or guarantees or paperwork. And unlike automated calls He listens then prompts! He is wise, righteous, and loving and there is no falsehood in Him. We are not strangers to Him, He knows us. We can trust Him without fear or reservation.
He may send us to His first rate reference and instruction manual. Or He will have His Helper work on our behalf. His Helper will spur us on or hold us back as needed. He will provide whatever or whoever is needed wherever and whenever they are needed to help us resolve what troubles us. The answers and solutions and resolutions may not be quick and easy but they are always perfect.
He never has a bad day. And He is a people person. After all, He created people!
In my distress I called upon the Lord, to my God I cried for help. From His temple He heard my voice, and my cry to Him reached His ears.
Is that not a wonder? We cry and He hears us. No static or noise just a clear direct connection.