Customer Service coaching moments

Bad days have a ripple effect in our world in uncountable ways. But good days can sometimes provide significant counterweight. The tension between those opposing viewpoints is as old as humanity and maybe that’s why the world is an interesting place. Can you imagine a world where everyone was having a good day? How would you know?

I’ll describe what I would imagine is someone who was having a bad day. Mamie (read my other posts to find out who she is) needed to head to a part of Toronto that required her to take a different transit line than she is familiar with. I have to tell you first of all that Toronto is undergoing a construction frenzy of biblical proportions, and taking as long a time as the pyramids to complete. So, our major hub of transit, Union Station (finished renovation project depicted below) is in the midst of chaos, teeming with commuters from every mode of transportation converging in a single place amid debris, hoarding, and closures.

She saw a sign saying that the streetcar line she expected to use was out of service due to construction and so she approached a uniformed transit employee for guidance.

She asked him how she could get to Spadina Avenue if the underground streetcar line was shut for construction, to which he replied, “Bay Street.” Toronto is the third largest city in all of North America and Mamie was standing in the heart of it. To her, “Bay Street” was like saying “Get Lost”.  She was not impressed.

She stood up to Mr. Grumpy and asked him again for more clarity to which he replied by silently pointing to a stairwell to the street.  Mamie is not one to back down and she cornered Mr Bad Day and said, “What I want to know is this. What’s the location of the stop and the vehicle number? Can you tell me?”  Here’s what he said, “Do you know how many times I get asked that question every single day?”

Here comes the coaching moment that Mamie so thoughtfully provided to this poor soul at that moment. “Then why are you doing this job if you don’t like it?” She turned on her heels and walked away.

My hope is he then took a breath, took a break, and went home at the end of the day in a better mood, maybe he resolved to take control of what he may normally feel are daily situations that are out of his control.

 

About Peter Armaly
I get jazzed by automation, big data, and blockchain tech. Business, technology, and fitness are things I understand. Scotch, wine, food, and fiction are things I appreciate.

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