From experience, I can say that one of the most exhausting, patience-testing, underappreciated jobs is working in customer service. Being a just a grocery store cashier and not a manager, I didn't even see the absolute worst of what ungrateful American consumers have to offer. However, through my own personal experiences and through witnessing first-hand the wrath of angry soccer moms whose coupons did not ring up correctly, I have decided to come up with a comprehensive list of things that the average consumer does not know about the customer service worker trying to cater to their needs.
1. What that person's day was like before they showed up to work today
Everyone has a story and each person has struggles in their lives that they have to try to forget about when they clock in each day. Part of being in customer service is making the experience of others as enjoyable as possible, which sometimes means putting on a false smile and faking it until you make it.
2. If the problem you're experiencing was even their fault
Oftentimes, customer service workers must take the heat for mistakes made by people in other departments. When consumers are looking for someone to blame, it is easy to point a finger at the person standing right in front of you, but try to remember that they most likely don't have any control over the situation and are doing the best they can to resolve it.
3. How long they've been working there
It is difficult enough to learn the ropes of a new job without having the added pressure of an angry customer. If someone is moving particularly slow, they may just be learning the procedures of a new system. Have some patience!
4. That person's level of education
By far the most irritating assumption that I have seen customers make about customer service workers is that they are uneducated and talk down on them for it. They could be putting themselves through college or chose to work there because they were unhappy with their previous career path. Even if it is their primary career, it is infuriating when customers think it is acceptable to patronize someone because they don't have the most glamorous job.
5. How many other jobs that person has taken on just to make ends meet
I have personally worked with co-workers who have showed up for work right after finishing an entire shift at their second job. It is hard enough to work one full-time job, and some people have to add even more hours to their load to be able to pay for their basic needs. Never just assume that a worker who makes a mistake is lazy and incompetent; they could be working harder than you even realize.
So next time you find yourself in a hurry and starting to feel frustrated with the customer service worker trying to help you, remember these factors and have some empathy. No job is easy, but these people deserve some recognition for everything they deal with.
