Request Information About Customer Service Training for Your I.T. Staff

Subscribe to the Compassionate Geek Newsletter today!

a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

CALL: (206) 988-5858


Privacy Notice: I do not sell, share, or distribute your personal information to anyone.

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>

I was upgraded to first class and got to witness someone being humiliated. The woman in front of me had been dealing with flight complications all day, none of which were her fault. The airline, as a partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she was pretty loud and much of her loud conversation was directed to me. I didn’t like the interruption, but I understood her situation and tried to be patient.

A woman behind me, however, came up to the woman in front of me and read her the riot act. She lectured her up one side and down the other about proper behavior and how her rudeness wasn’t appreciated. The woman in front of me became uncomfortably quiet from then on. She was humiliated. To make matters worse, as we were getting off the plane, a guy came up to her and continued the humiliation. Her behavior was out-of-line, but knowing her circumstances, I cut her some slack.

My brother and I were having dinner at a nice restaurant. Two guys at a nearby table were talking politics…loudly, and perhaps fortified by liquor. My brother, Tom, is a master at working with people. He walked over to their table, told them how much he agreed with what they were saying, and asked if they could lower the volume just a little bit. He did it with grace and aplomb, befitting a diplomat. The two guys lowered their volume and everything was fine.

Do You Want to Correct or Humiliate?

In both stories, the goal of a quieter experience was achieved. In one case, everyone felt good and they had a positive experience interacting with their fellow humans. In the other case, however, everyone was angry and humiliated. And it was so unnecessary. None of us are perfect. All of us can use reminders every now and then about our behavior or our attitude. The behaviors needed to be corrected, but the humiliation was unnecessary and contributes to undermining human relationships. Don’t like someone else’s behavior? Work on the issues, but don’t criticize character or personality.

What’s your goal? Do you want to change someone’s behavior? Or, do you want to humiliate and embarrass that person? If that’s what you want, what do you hope to achieve and how would you feel if the tables were turned?

For More Ideas on How to Improve Communication and Customer Service Skills

IT customer service bookBring my IT customer service training seminar onsite to your location for your group, small or large. I have programs that can fit nearly any budget. Click here for the course description and outline.

Subscribe to My Free IT Customer Service Training

Sign up for my free IT customer service training by email, The 5 Principles of IT Customer Service Success. The course includes the free version of my new IT customer service book The 5 Principles of IT Customer Service Success and eight free customer service lessons by email.

Please Leave a Comment

If you find this post helpful, please share it and leave a comment.

Compassionate Geek Online Customer Service Training

top |

Tags: , , , , , , , , , , , , , , , , , , , ,

Leave a Reply

Your email address will not be published. Required fields are marked *