Customer Temper Tantrums

What is up with the way people react to the word “NO”? Every time I am put in a position to uphold to a policy the first response I get lately is “Your treating me less than human” or “Your treating me as a 3rd class citizen” – What? Why is it that when people are told “no” or “you need to do …. first” the first thing that comes to their mind is – That’s not fair! Every time this happens I have to take a double take – because I thought I was speaking to an adult in an higher education/healthcare setting not with children. Then reality hits and I AM speaking with an adult, but this response is what I get from my 7 and 11 year old. We have done such a disservice to our youth and young adults by letting them think that they need to challenge everything. Yes I am a huge component of asking questions and being completely informed, but having unrealistic demands is obnoxious and shows lack of maturity.

Everyone of us live by rules whether they are written, spoken, or a part of daily expectations. In my offices we are 100% customer service focused and we do this well (in prior post “Customer Service – not a job task, it’s a mindset” you can see my passion on providing great customer service), but it really seems that in the moments this is called into question it typically is when the customer does not like to hear “No” or “Wait”. Accusations of poor customer service never stem from the customer actually being treated poorly or receiving poor product, but from an unrealistic since of entitlement. Let’s call this what it is – an over sized temper tantrum. You are not showing your superior intelligence by trying to always buck the system or prove your injustices, some things are put in place for a reason. As long as those rules and policies are not truly an injustice then follow the policy and move forward.

-J