Customer Served

Too much emphasis these days is placed on finding fault and pointing out errors in things or people and not enough attention is given to commending them for their efforts. Business and companies large or small should not be excluded. So when a company hires a “challenged” person, mentally or physically, to a front line position not only gives credit to the company for seeing a person and not their disability, but also to that employee for knowing they can do the job well. I wish more companies and customers would feel this way.

            Today while visiting a business office I found what would be the trifecta of commendations with this establishments customer service counter. Standing at an unoccupied side counter organizing my papers, I noticed a physically challenged customer service representative dealing with people at the front counter. Her disability not only affected her mobility but speech as well. I say this only to paint an accurate picture of the situation. Now, this is a reasonably busy office, not with long lines of people waiting, but a regular and constant flow of impatient customers not really wanting to be there in the first place. This representative dealt with every single person in a polite, professional and genuine caring manner rarely found in any customer service agent anywhere these days.

            While handling an issue for a customer, there was an unfortunate glitch in the computer system while imputing information for the newest person’s concern. With an explanation and heartfelt apologies, the inconvenience was being sorted out at a rate only the computer and software would allow. The customer expressed their understanding and patiently allowed the clerk to handle it without comment. Then it happened.

Two heavy sighs followed by impatient toe-tapping were heard from the “next in line” person which brought the attention of, well, everyone within earshot. This being a rather small office area, this meant everybody in the place.

The person being served then turned around, and without a word, gave a stern and disgusted look that silently portrayed the expression of “Seriously, Asshole?” that put an immediate end to the sighs and toe tapping. They then promptly returned their attention to the clerk where they shared a smile.

The “next in line” was looking around the room for some kind of support when they met my gaze. They must have read on my face the effort to contain my laughter because their eyes looked at nothing more than carpet until it was their turn at the counter.

To the obvious surprise of this beyond rude customer, they were greeted by the clerk with the same smile, courteous and professional manner as all who entered before. Now placed as “next in line”, I felt privileged to have been in attendance for this. And to think I wasn't even going to come here today.