So, I had a new experience this morning. I have a job as the telephone operator at a large retailer, and I am part of the customer service team. The job is very easy, and affords me a lot of perks (studying while at work, etc.) I also truly enjoy talking to our customers, helping others, and handling questions. I know that I'm an important first impression, and I take that job seriously. I also know how frustrating and challenging customers (and employees) can be, from a service perspective. But after thirty years of handling serious problems, griping, complaining, and sometimes sheer stupidity, I know that 1) your attitude is everything, 2) each complaint is an isolated instance, and you cannot (or should not) allow the accumulation of handling other issues affect your emotions. You cannot wallow in negativity, because it becomes self-fulfilling, and also can give you heartburn!
Today I sat in as a participant at our first department meeting. I watched my young manager as she failed to lead, and allowed the meeting to become a gripe session with seemingly little attention to our role as service-providers. I listened for quite a while, and then made a statement about "checking our demeanor"...that it could cause us make the problems worse by worsening our relationship with the sales force...that each person - no matter how frustrating - was an opportunity to teach...(yadda yadda yadda.) I was quickly told (nicely, as I'm the department senior citizen at 54) that until I had "experience" I really didn't understand.
WOW. I wanted to fire back that thirty years of personally laying people off, handling conflicts in the court room, presenting bad news to a hostile executive committee, calling over three hundred customers to explain that our restaurant may have given them foodborne illness, etc., etc., gives me all the experience with "difficult situations" I need. But my tongue got a biting, and I decided to let my actions speak for themselves. When I have that opportunity to demonstrate what I've learned over years in the trenches I can make a much more powerful point. And if my colleagues value it - great. If not...I've done my work with excellence. And had time to study for my Anatomy test, too!!
Ahhh...youth!!
Cheers!
Ima
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Ima, you have the right approach: Keep "leading by example" and you'll train your immature manager and become her valued resource. OR she'll go find a job more suited to her skill level.
ReplyDeleteBTW, I'm so proud of you! Many fine people have seen their former careers evaporate in this economy. If anyone can climb that ladder again, it's YOU. The highest rung may no longer be the objective, but you'll make A LASTING IMPRESSION ON OTHERS with each rung upon which you find yourself. And I KNOW you--That 'teaching' thing is what gives you the highest reward. You GO girlfriend!
Right back at ya, girlfriend! Thanks for being there. Weigh in whenever the moment moves you...
ReplyDeleteRegards,
Ima