An interesting title, perhaps a bit out of the familiar zone in relation to my other articles. Well, yes and no that is. I figured, since we already have the well-known “Buddha at the Gaspump” on YouTube, I might just go for this one. Though in this case, it is not meant to be just a metaphor. I will write about some of the actual experiences of working at a customer service position, with Zen of course as the main lens or vantage point. It will probably alter your vision on humanity. It will make crystal clear why the world we see every day is the way it is. It will perhaps even make you consider a different approach towards people at any such positions, should you ever need them… or not. Whatever you will make of this, there’s a gap between sanity and insanity… and we’re all able to swing across, if someone hands us the rope persuasively enough. That is to say, there’s a potential within every human to leap from clarity to chaos in an instant.
Where does it begin
Before diving into this mystery, let’s look at where this begins. And it always begins with an organisation that has a product or service, who creates customers who need or – in some cases – think they need the goods. Sooner or later the goods will be less than satisfactory for either a minority or majority of the buyers, depending on the quality of the job delivered.
Some conversations are like emotional curveballs, where the challenge is to prevent the caller from shouting Strike 3! before hanging up the phone. In other words, maintaining a professional stance is vital to not only survive this kind of job, but to master one’s own emotional field as well.
There we see a coming to life of something that wasn’t always part of the original plan. Maybe it was born out of a necessity to keep customers happy. And yet, sometimes it is part of the original plan. Here we witness the genesis of the Customer service department. Its speciality: being a warm blanket for all the customers, a listening ear and most importantly, a problem solver that will make your worries vanish within a few minutes. Sometimes it takes a bit longer, but this is the basic idea. They are – often more than the rest of the organisation – in direct communication with the people who use the products.
You can imagine such a position to be a recipe for a wide variety of conversations related to problems, complaints and compliments. Some conversations are like emotional curveballs, where the challenge is to prevent the caller from shouting Strike 3! before hanging up the phone. In other words, maintaining a professional stance is vital to not only survive this kind of job, but to master one’s own emotional field as well. In some encounters, this field is like a vibrating wall absorbing incoming rocks from a slingshot. This sounds a bit extreme and, of course this is not the middle ground. Nevertheless, it gives a good idea of the bandwidth at which two people interact with one another. Since you now have a little introduction of what the arena is like, we can jump into strategy and tactics happening in the combat zone.
When I say strategy and tactics. these are seldom consciously applied by the caller, although in some cases there is a setup to try to get something done. Unconscious strategies are well-known for their false sense of innocence. Not to be confused with strong emotional moods – which is a quite different, more inflamed state of a strategy gone haywire – unconscious strategy is what the human psyche or ego uses to get its way. The only problem is that we often don’t know it is doing it. There’s a myriad of situations where these unconscious strategies can come up, but mostly they do fall into a few main categories. When people need help from an unbalanced standpoint, they can for instance assume the role of a victim of the situation, or they feel entitled to being given something which they feel is missing.
Victimhood
Often times, when someone really feels victimized, there’s no way even the simplest of ideas or suggestions make it into their suffering brain. It can’t… it won’t go in. They’re like a drowning person, kicking and screaming in the water. Be careful they don’t take you down with them.
As a victim of the situation, someone is driven into a helpless state of mind. People who declare themselves to be a victim to something, act and feel helpless and might even be in a mild state of panic. This state is irrational and chaotic. In life-threatening situations, we sometimes hear of stories where rescuers almost get drowned by the victim because they panic. At the customer service problems aren’t life-threatening, yet some people can act in the same way. Without trying to ridicule this kind of behaviour, the insane nature of it becomes painfully apparent when you have to deal with it regularly. The baseline for the conversation is; there’s no point talking sense into them, because their mind isn’t making any sense right now. And you’re not supposed to try to make sense of it. Instead, offering space to calm the mood is like first aid. As soon as a response to that ensues, communication can begin.
Often times, when someone really feels victimized, there’s no way even the simplest of ideas or suggestions make it into their suffering brain. It can’t… it won’t go in. They’re like a drowning person, kicking and screaming in the water. Be careful they don’t take you down with them. Now this is meant metaphorically in terms of emotional space. One has to be careful not to share the same emotional space. Don’t jump in with them, stay in your basket hanging under your rescue chopper. Wait until they’ve exhausted themselves. In a rare case you’ll find that some have an incredible amount of endurance. Where others have long gone under, they’re still above and even making waves of their own. In a way, they’re drowning themselves. How mysterious it is to find out that from your point of view, all they need to do is stop ranting and they float… to be picked up by you… and they just won’t do it.
Entitlement
Now, entitlement is a bit different on the emotional spectrum, but not all that different. In a sense, the person still feels being a victim of something, but he or she doesn’t believe to be at the mercy of their situation. They feel a sense of injustice for not having what they expect to get. This feeling of injustice brings them to a state of feeling entitled to be given this thing they need. So in fact, someone who feels entitled is a victim who refuses to believe to be helpless. You can compare this with stories of medical emergency personnel being attacked by someone. Somehow they believe they or a person they love needs certain care which they don’t get, as instead what they really need cannot be given because the person goes berserk and attacks the very people who try to help.
You can imagine when someone feels entitled to get something that is impossible to provide, this is a no-brainer for what happens next. In the midst of the emotional attack, one thing is vital. Never give the impression that there’s an opening to help them get what they need after all. The first reaction to someone who is forward and demanding, is to serve them in any way possible. But this is a trap. The very response of being willing to try to meet their needs; it is like a red flag in the eyes of a bull. You will just draw upon their wrath. Staying firm in what is possible and what isn’t, is the best way to break their unconscious assault strategy. This may sound a bit black and white. There are many grey areas and different situations where there’s even combinations of different tactics. Yet, t’s also not really exaggerated. Entitlement can be a tough wall to break down, often resulting in a draw.
Total confusion
Perhaps even more problematic than the aforementioned roles, is when someone doesn’t really know where one is. One just has a problem, but has difficulty explaining the situation, clueless as to what is going on. Basically, if you don’t know where you are, you don’t know where you should be going. If you don’t know where you should be going, how can you explain what it is you need. When someone admits to be lost, it becomes very simple. You just start from the beginning and work your way through. But often that’s a problem now, isn’t it. People don’t like to admit they’re lost. They don’t like to admit they don’t know something. So pretence takes over, where they make up a story to which you, the one who wants to help, are the targeted buyer. Rest assured. It doesn’t matter if you buy in it or not, because the result will be the same – two lost people dwelling in the woods, where one of them imagines seeing breadcrumbs everywhere.
Depending on the type of person, they might not want to know where it went wrong, because a sense of defeat goes with that. Strangely, this defence layer turns out to be quite weak. You can’t hold up pretence with thin air. As soon as the balloon pops, an opening will give way to resolve.
Now, often from the angle of the helper, someone’s state of confusion is quite apparent, as is the cause of it. But the person who is lost, doesn’t know what the cause is. So what do you do? You start asking questions about what happened. Questions about what happened will probably reveal where it went wrong. Depending on the type of person, they might not want to know where it went wrong, because a sense of defeat goes with that. Strangely, this defence layer turns out to be quite weak. You can’t hold up pretence with thin air. As soon as the balloon pops, an opening will give way to resolve. Because only when the defenses go down, inquiry can take place to start tracing back to a new where are we orientation. This will happen quickly in most cases, and in some
it won’t, because the shame of having made a mistake is just too much.
People get affected in their self-worth for the most ridiculous reasons. Again, this is not meant in a dismissing way. It’s actually quite intense if you see this happening so many times, while realizing how unnecessary it really is. Sometimes, people even express how bad they feel for calling for something so simple. It’s amazing how humans often are their own worst bully. I believe this is a core cause for a lot of suffering and its collateral. How unnecessary it really was, you can only find out after you wake up from it. It is life’s irony; you can only find out how unnecessary an experience is by going through it all the way.
Rudeness
Why are people rude. They get frustrated, disillusioned, disappointed, but any of those states doesn’t have to necessarily mean they will be rude to you. They can become emotional, yes. As said earlier, the emotional element in this line of work does require skill and mastery of ones own inner states to a certain degree. But rudeness is quite the opposite of an emotional reaction. It’s more of a shutting down, in a sense even a sort of defeat. When someone gives up, he or she no longer cares what happens next. Some people are more rude in their personality than others. But rudeness is a state of shutting down, disconnecting. They treat you as if you are of no value to them, as if you’re just a resource for their (hopeful) resolution to a problem. When this resolve stays out, here come’s the cloud of meanness raining on you. It feels awful, but mostly it feels like that because there’s no connection.
When there’s meanness, whether this happens with people we know or with strangers… they often need the space and you’re all that stands in their way.
What humans hate more than anything, is to be ignored. In a sense, even though there’s name calling and being verbally compared to certain illnesses, you feel this is mostly a person not paying attention to you. Someone just vents their garbage in your direction, but totally ignores your presence within that happening. It is the being reduced to near nothing, that brings up quite a nasty feeling. Fortunately, there’s a great solution to this. Here it is: there’s truly really nothing to be done about it. If a person is in a state of disconnect, how could you possibly reach them. There’s no way, except when they decide to make the first move. Within this acid rain cloud of theirs you’re still standing in, chances are second to none that will ever happen. So what do you do? Just wait until they had enough of the conversation. It’ll happen soon enough, because you don’t mean anything to that person. What’s the use for someone to stay there with someone who has no value.
This approach might sound a little backwards, but in other life situations this is no different. When there’s meanness, whether this happens with people we know or with strangers… they often need the space and you’re all that stands in their way. When this is someone you know, it works differently because you have a few shared values together as friends or relatives. You can work with that to find out and work out what is happening. But than there’s also a sense of trust. With strangers, this foundation is missing. With rude strangers there is really no working ground to build something. Of course, there are exceptions and in a rare occasion such a conversation works itself out in a surprising way. Those occasions are rare, you won’t ever forget them.
Clear and sound questions
For a fair amount of contacts you get, these are clear and sound questions or situations. It seems that either things were clear for these people from the beginning, or they went through one of these aforementioned phases before calling. The ease with which things move when everything is clear – even when there’s an obstacle or a problem with delivering what is asked – can sometimes be surprising. It seems to be there’s this space of honesty, where things can be said without any sort of emotional afterglow. Things are the way they are. Both the caller and the helper have a clear understanding of what is asked. Both know where they are at, so there’s no confusion whatsoever about the direction to move towards. These conversations run by themselves, carrying a mutual appreciation automatically.
This society still mostly leans towards a mismatch-oriented management strategy. We fix what doesn’t work and what does work we occasionally wish to optimize. But to optimise something, we often lack insight as to the reason why it works so well.
It would be interesting to find out what makes this flow so smooth. We often tend to analyze where it doesn’t run smoothly. Hence, we often have much more detailed knowledge about what doesn’t go well, than about what does. This society still mostly leans towards a mismatch-oriented management strategy. We fix what doesn’t work and what does work we occasionally wish to optimize. But to optimise something, we often lack insight as to the reason why it works so well. I tend to believe that we think we know, but do we really…
What about the rest of the world
All of these different types of interaction actually applies to a wide range of situations in life. We can see how others and also we ourselves, can be hung up in something. This customer service position is like a magnifying glass for the way people behave in general. It’s also a magnifying glass to become aware of ones own reactions. A way of exploring: What does it make me conscious of within my own field of emotion, thoughts and beliefs? The tendency with jobs like this is to train people how to use techniques to manipulate conversations. That’s absolutely a great tool to use, as it helps to maintain a professional attitude and keep some distance to the work you’re exposed to daily. Yet it only goes so far.
What about acceptance of humans beings the way they are. This is a huge topic within the spiritual community. We always seem to be looking for scapegoats, to find people who do more wrong than we do. It’s true that some of us can use a crash course in the basics to compensate for some very questionable social skills. But do we really understand the why of behaviours. We just wish that people aren’t like that. We have wished that for centuries, but did that really change anything at all, at the core? The scenery has changes, the world has evolved as a society, as a species, but mostly because of accomplishments.
The funny thing is, when you work at a customer service position, you tend to be mostly at the receiving end of that. Yet, when talking to friends and other people about their experiences with customer service, I hear the same variety in good and bad encounters.
Did we really evolve as far as we could have internally, consciously. I wonder… is it possible we have to accept these dark dungeons of the psyche. instead of denying their existence. What if we begin to give them space, so they may be seen for what they are. To be willing to really see, instead of looking for scapegoats in the form of any other human, whether it is a stranger on the phone, someone at the store, or perhaps some world leaders and celebrities of whom some are less preferred in their humanity. Let’s be honest; we wish to deny having negative traits within ourselves, even though they show up from time to time. It’s only so much easier to point them out in others. How would we even be able to recognize them, if not part of our own nature.
The funny thing is, when you work at a customer service position, you tend to be mostly at the receiving end of that. Yet, when talking to friends and other people about their experiences with customer service, I hear the same variety in good and bad encounters. Isn’t that interesting. This brings me to a point where I’d like to say “To be continued…” There’s a whole lot to be said on mutual experiences of one encounter, where either side can have a perception of not being understood, for different reasons. As if both are looking at the two-sided mirror, each battling his or her own reflection. I believe there’s a lot to be explored in that regard.
So I say then, to be continued… 🙂
Regards,
Nino.