Lots of people like to play the "Blame Game". Many employees are like soldiers and they gripe about work.
While it is not strange to hear employees complain about their customers it is not good for them to "act out" and display an inappropriate emotion to the customer.
I learned on a visit to a hospital that employees are capable of delivering good customer service, despite the fact that they may be frustrated with the patient.
On one occasion I accompanied my Mother for an outpatient test that was scheduled to last for 45 minutes. I was not allowed to be in the room so I went to the waiting area and began to read an out of date magazine of the sort often left for those who must wait for health care personnel.
It turned out that my seat was directly in front of the workers' station. Since I was quiet, their conversations were audible; and to my surprise the technician was complaining about my Mother! I decided to maintain silence, but wondered if my Mother would tell me about this employee.
It turned out that she had a wonderful experience with this employee. My Mother had been asking many questions and she told me that the technician had answered all her questions with great interest. Again, I kept silent. The lesson for me was, you don't have to like every part of your work, but if you want to help your customer you stick to the rules of good customer service. You need to be attentive to the needs of your customer. You listen and you act with courtesy. The employee has been complaining that my Mother asked too many questions. This good employee understood that you may not like certain work circumstances, but you are capable of meeting the needs of your customer. On the other hand, despite the fact that she was off stage, she was not really off stage and what she thought was private was not private.
In order to perform good customer service, you must work on yourself first. It is the quality of your response, despite your personal opinion of the actions of the customer that counts. If you want to have discipline, so that you have the strength to respond with empathy and interest, you need to take time for you. Build your internal strength and character first! It will pay dividends. You have more control over your own response than you do of anything else.
