They (the very mysterious and elusive they) say that we make a decision about people in the first 30 seconds of seeing them. (Ok, so they really probably are experts, and have the studies to say so. (Cue dramatic voice) This time). But what about on the phone? I've spoken to people where I'm pretty sure they were lucky to graduate high school - they just weren't very smart sounding. Snap judgement? Oh yeah. Accurate? Usually. Once in a while it's a new person who's just learning their job, but usually? Yeah.
I spend a lot of time on hold for tech support with our cell phones at work. I make snap judgements about the people I talk to all the time. On the other hand, I'm sure they make judgements about me too! I can tell the minute they think I'm going to be a bitch - which sometimes I am - their voices get harder, and they get less co-operative. But if I'm nice - polite, keep my voice pleasant, and be encouraging (not encouraging, but show my willingness to do what they need done (tech support remember) and tell them thank you for their help, and I appreciate their hard work) - they will do their best to get my problem solved. Somehow, I think the not-so-nice people tend to be the predominate calls. And, after all, what does it hurt to tell someone that they've done a great job & thank you for helping?
The moral of the story is, I guess, to just be nice. And at least try to use your brain.
No comments:
Post a Comment