On Breakfast With Bec & Stu last Tuesday morning, I told Stu the story of how I recently witnessed a lady abusing waitstaff at a cafe I went to all because they didn't toast her ham and cheese croissant; cussing them out and threatening to rip out their tonsils and shove them up somewhere the sun doesn't shine. Pleasant, right?
As a frontline customer service representative myself, I've witnessed firsthand the stark shift in the way customers interact with us since the onset of the COVID-19 pandemic. What was once a profession that garnered respect and appreciation has now become a battleground of rudeness and disrespect. The pandemic has undoubtedly taken a toll on all aspects of life, but the erosion of civility towards service workers is a troubling trend that cannot be ignored.
Before the pandemic, interactions with customers were generally pleasant and respectful. Sure, there were occasional challenging situations, but they were the exception rather than the rule. Fast forward to today, and it feels like rudeness has become the new norm. Customers seem to have forgotten basic manners and empathy, instead opting for hostility and impatience.
One of the most glaring changes is the lack of understanding and empathy towards the challenges faced by customer service workers. Whether it's enforcing mask mandates, implementing capacity limits, or navigating supply chain disruptions, we're often caught in the crossfire of customer frustration. Instead of acknowledging our efforts to maintain safety protocols and provide assistance under difficult circumstances, we're met with a barrage of complaints and insults.
The anonymity afforded by online platforms has only exacerbated the problem. Behind the safety of a screen, some customers feel emboldened to unleash their frustrations without any regard for the human on the other end. What they fail to realize is that we're not just nameless entities there to serve their needs – we're people with feelings, families, and our own set of challenges brought on by the pandemic.
The decline in respect for customer service workers is not just disheartening; it's also detrimental to the overall customer experience. Respect is a two-way street, and when customers treat us with disdain, it creates a toxic environment that affects everyone involved. It's time for a collective reassessment of how we interact with service workers. Remember, a little kindness goes a long way, especially in times of adversity.
Tune in to Breakfast With Bec & Stu Tuesday mornings 7-9am on Shock Radio!
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