Here is a story about a man who, amongst others, has many years of experience but, unlike others, can exude an aura, of authenticity, through his passion for helping others. An ability to capture potential employers’ attention. To make them feel and connect, what it’s like, to be in his shoes and feel his experience like it was their own, just through the way he speaks, and the emotions he was able to show.
I think it was a miracle, possible only through your words of appreciation to them.
Recently, we ran our CV, and Interview course for experts in customer services and i was given the opportunity to be the interviewer in the simulation practice. What i learned is that a simple word of appreciation to customer service professionals means a lot and could help them with their career progress.
If you were to run your own business, wouldn’t you want your partners to care more than just the money? Wouldn’t it be nice to find someone who is passionate and believes in the value of what they do? Personally, i would. These people have access to the mental strength to be driven and motivated relatively easy.
And here is where the word of appreciation could help the business owner find these individuals. During the simulation process, i interviewed more than 10 individuals within a week. Still, one particular individual pulled a string in my heart and made me emotional and reminded me what it feels like to help others. He was oozing passion about his work, about helping others, and the efforts he put in to help other people mitigate their problems.
At the start, this individual spends his energy being nervous. But with a single question and key circumstances that happened in the past, all those energies were redirected, into confidence, as he talked about his passion for helping others. His story, though similar to others, made a massive impact on how I perceived him. I sense the genuineness in what he does and how passionate he is about it.
The question was, “describe a time where you think you did excellent customer service”, and the key circumstances that act as a turning point for his confidence and passion was the word of appreciation from customers. I think customer service individuals deserve more praise and gratitude.
Think about it. Any problem, the person that’s gonna be there to communicate and help you solve them is the customer service individual. They do this day in, day out. They have to learn the different personalities of people they encounter daily. Most importantly, they must be patient and treat the customer with respect even though sometimes respect is not reciprocated. Customer service individuals have to be professional in how they communicate consistently. Sometimes, things went wrong out of their control! and we must remember that sometimes, they are not the ones who can provide solutions but only a channel for communication. Hence i think we ought to try to understand their position and give more appreciation for the help they provided us with. This appreciation, as mentioned earlier, could be the trigger point for them to shine in their interview and get promoted in their careers.
Some might argue that it’s their job and it’s just something they have to deal with. Indeed, they are correct, but why don’t we be, the light that shines amongst others who treat customer service individuals negatively with the justification of “it’s their job.”
Appreciate them, and help them remember their passion for helping others.