Humor and Customer Service

Customer service, who hasn't been on both sides of the fence? It's not easy to serve the "great unwashed public" as my college professor used to call the public. That's where having a sense of humor comes in. Humor and empathy can truly be lifesavers in the jungle known as Customer Service.

Customer Service requires that the customer be first, but that his or her negativity won't pull you under. A wise man once said, every job is a sales job. You sell your performance as being "excellent" and sell the belief, that "the benefit of keeping me exceeds the cost of having me on the payroll".

Self confidence is important, knowing that you did a good job and learning how to correct mistakes, when you make them. These skills are never too late to develop.

In order to succeed at the customer service game, there are similarities which bear pointing out.

Those companies who upset only the tiniest fraction of their customers usually have a commitment to customer service, from upper management to the janitor, so to speak.

They continually "raise the bar", or find new ways to satisfy customers by improving quality, service, or accessibility to services and products. Customer Service is a passion for them.

Maybe as a surprise (to me for one), these companies which excel at customer services are also very desirable places to work! There is a spirit of unity and common goal setting - make the customer happy - do what is needed to leave them smiling. That in itself is a good environment for both customer and employee!

Did you guess the job location of these smiling young ladies? If you said Disneyland, you are absolutely correct.

Customer service at Disneyland is very, very strict. Cast members, as they are called, must learn to be good actors, who must become experts at customer care as quickly as possible. Smiles - yes. Earrings - no. Breaks are taken when the crowds die down. Many are fresh out of high school, with very little experience taking care of anyone but themselves. It is a great experience. Here, they must learn how to be energetic and alert while serving tired, hungry and sometimes difficult "Guests", as they are called.

So, how do these employees deal with the stress of knowing that they are in the wrong and the customer is almost always in the right? They can resort to passive aggressive behavior, or just plain Humor!

These lines were spoken between co-working Cast Members, play acting in an attempt to keep their sense of humor during stressful situations real or imagined:

When the boss calls you in on your day off.... "No sweetie, I am getting married that day. Looks like it's you behind the counter at Coca Cola Haven"

When a Guest asks - perhaps for the 20th time since your shift began, where the public toilets are located "Keep on walking. That's right. Get your hand stamped. Out the doors of Disneyland, down Harbor Boulevard. There's a Union 76 Gas Station on the corner. Be sure and ask for the key."

"You're looking for Mickey Mouse? Mickey Mouse is a girl and she's having a cigarette right now."

Just a little humor can really take the edge off.

There is nothing like one Customer Service employee to empathize with another's busy day. "Don't fuss at her! You can see she's got her hands full." It is like the Golden Rule in action. Patient as angels, the customers sit piously and patiently. Why? Because they are Customer Service employees themselves!

As college waitresses, the tip would sometimes be for the same amount as the meal (more like snack) if the waitress did her best. That means refilling the iced teas (four to five times!), bring lemon wedges within 15 or so minutes of being asked, and smiling sweetly at the two waitress customers who had settled in for a long chat. TLC is always highly appreciated!

The madonna complex extended to those who were in the same boat that we are, or once were in.

Customer service providers must remember that even if a person is annoying, they probably aren't doing so intentionally. They just express themselves poorly. Try to listen to the message, not in the way it's being said.

Customer service recipients - give your server a break. They aren't your personal valet. They might have been serving other people just like you for the past 8-10 hours before. Give them a break if they look a little disoriented. Maybe they haven't eaten anything for a long, long time. Try not to be indecisive with your food choice, or say no now and then yes later. Not everyone has the nerves to work with, much less serve the General Public.