I distinctly remember my first encounter with a customer service representative. It was in Barnes and Noble and the employee was desperately explaining to the woman on the other end something about refunds. I stood there watching his frustrated expression as he rubbed his forehead.
"Yes, I can get the manager to verify that for you." He put the phone down, took a breath and looked me in the eye. "Don't ever go into customer service."
I solemnly nodded my head and continued to wait. A decade later, I now work in a customer service position.
Some people might shake their heads at me and say "Why did you do this to yourself?" For one thing, I need the money and beggars can't be choosers. For another thing, I believe every good manager has to have experience on the front lines in order to perfect managing practices and routines.
By having this experience in customer service, an employee learns a lot about themselves and about the company that they are working for. Robert Moskovits, who is the Vice President of Business Development at Kars4Kids Charity, was blown away when asked if the future employee he was interviewing requested to work in the call center for a few days in order to understand the challenges facing the company and the needs of the clients. This will quickly take to you to the next level at being the best boss ever.
Working in customer service has given me more than just insight into the institution that I work at. It has allowed me to grow as a human being. I have learned more about patience and understanding from this job than any exercise I have been put through in my undergraduate classes. It has taught me the importance of flexibility. The biggest part of the job however, has been the demand for selflessness. My customer service job demands putting someone else's needs above my own. Constantly doing this day after day for the past four years has allowed me to grow in such a way that I can be proud of.
I have worked weekends, night shifts, and early mornings. I have given up so much of my time, energy, and self to this position, but in the end, I know that it has made who I am today and has given me the soft skills needed to be successful in whatever I decide to do.
I understand the frustration of the Barnes and Nobles employee; I have been there on several occasions. I have been put down and bullied over the phone. But I would not trade my experience working in customer service for anything. It has made me more kind, generous, empathetic, and overall a better person, and for that I am very grateful.
