For one of the vacation jobs I had, I was assigned to be stationed at a community centre to assist the public in filling out of application forms to apply for a scheme. Besides filling in the application forms manually, it can also be done online via the e-service which was not available at the community centre I was at.
A woman wanted to help her friend apply for the scheme via the e-service and asked me for the procedures of how to go about doing it. I told her that the e-service option was not offered at that community centre. Since it was not offered, my supervisor did not brief me on it, so I was not familiar with the system. As a result, I advised her to contact another community centre instead.
Immediately after that, she phoned her friend in front of me and she told her friend that I was not doing my job because I could not provide her with the details she needed. I felt wronged because although what she asked for was not within my job scope, I still helped her by directing her to the appropriate channel. That was what I told her. After which, she told me very rudely to “shut up” and that “customers are always right”. I was surprised with her response because she appeared highly educated. I was very angry at that moment and an argument started.
I believe the argument evolved because she did not like that I corrected her. Yet, I feel that I was right to stand up for myself when I am being wronged. Should I have kept quiet in the first place in order to avoid this conflict? Or is the woman being unreasonable?
A woman wanted to help her friend apply for the scheme via the e-service and asked me for the procedures of how to go about doing it. I told her that the e-service option was not offered at that community centre. Since it was not offered, my supervisor did not brief me on it, so I was not familiar with the system. As a result, I advised her to contact another community centre instead.
Immediately after that, she phoned her friend in front of me and she told her friend that I was not doing my job because I could not provide her with the details she needed. I felt wronged because although what she asked for was not within my job scope, I still helped her by directing her to the appropriate channel. That was what I told her. After which, she told me very rudely to “shut up” and that “customers are always right”. I was surprised with her response because she appeared highly educated. I was very angry at that moment and an argument started.
I believe the argument evolved because she did not like that I corrected her. Yet, I feel that I was right to stand up for myself when I am being wronged. Should I have kept quiet in the first place in order to avoid this conflict? Or is the woman being unreasonable?
Whenever one is in the service line, I believe one will always have to conform to the notion of "the customers are always right". Unreasonable customers are prevalent in this contemporary times.
ReplyDeleteHowever, the woman seemed to be in the wrong in this situation. She has no right to yell at you even after you directed her to the appropriate channel. But it was also wrong of you to retaliate. Two wrong turns does not make a right one. Instead, you should have harnessed your negative emotions into a positive reaction. For example, you could have said,
"Is it possible that you leave your contact number so that I can reach you once I know the details? Thank you for your kind understanding Madam."
In addition, you could seek your supervisors assistance as he/she should be more well versed in handling such callers.
Personal or family problems could have been the cause of her unhappiness. Maybe you were unlucky to have been the spark of her rage.
Anyway, I would like to thank you for the comment on my second post. Indeed it is true that a wedding occasion is supposed to be a happy one. By keeping that reason in mind, it certainly helps to keep my emotions in check.
ReplyDeleteHi Joyce , I could understand how you felt at that point of time since I've worked the same job as you !
ReplyDeleteFirstly, she is definitely unreasonable.Secondly, I think you have done the correct thing. I would have done the same way anyway.I believe at that moment you must have tried your best in answering her enquires.
However, if the lady has scolded me , I will definitely not argue with her . I mean there is really no point arguing with her. With the attitude of this lady , I believe her position will be even more defensive if you have reacted.No matter how best is your next solution , she is not going to be satisfied.
I believe that you are not wrong in standing up for yourself – the woman is being rude and unreasonable. You might have helped others who would be providing service to this woman in future by making her being more understanding and less rude.
ReplyDeleteStaying silent is one way of handling the situation would be to stay silent. The woman might likely be stressed or at least irritated since she could not help her friend immediately. People usually perceive government as efficient and thus perhaps she is expecting she could get all the help she needed from you. Standing up for yourself would only direct her anger to you.
To go one step further, you could apologize to her. Even though it was not your fault, most people would be appeased if you apologize to them. If you feel wronged, you can view it as apologizing for the organization you are working for.
Whichever course of action to take would depend on your aim: If you want to avoid her wrath, you could stay silent or apologize. If you want to stand up for yourself, you can still state the facts. However, do apologize and tell yourself that you are doing it for the organization.
Hi Joyce,
ReplyDeleteUnderstanding that it can't help to feel angry and being wronged at the moment when we were accused by a customer unreasonably. But from the other way round, maybe we can think that is the anger is so unbearable until we must FEEDBACK at that moment. I do agree with Rauf that whenever one is in the service line,one will always have to conform to the notion of "the customers are always right". But i also feel that it's not so easy to do so. The more we practice the tolerance, the more we will find it easy to handle this kind of customers in the future.
Anyway, we should feel lucky as the customer is not our family member that we have to face everyday. It's a way to make us feel better when facing such customers once in a blue moon. Haha...
I understand how you felt at that moment. If I were you, I would have stood up for myself too. However,it was not necessary to argue with her since she seemed to be unreasonable. I agree with Rauf that it is better to consult your supervisors in this case. They are generally more familiar with the system and the situation as well.
ReplyDeleteMy ex-colleague in service line used to keep smiling and explain to customers or direct them to the boss in this kind of situation. I understand it is really hard to practice, but it is a good chance to learn how we can manage our emotion and action when the conflict happens. So, please forgive her and free yourself from anger. =)