Let’s dive into a recent customer service experience that left me scratching my head. This tale involves multitasking, a dash of confusion, and a pinch of unexpected humor.
Imagine this: I’m getting ready for a business trip, and my main concern is ensuring a smooth online check-in process. After all, a 5 a.m. flight doesn’t exactly scream excitement, and I’d rather not add extra airport time to the mix. So, I picked up the phone and called the airline’s customer service, hoping to get this sorted swiftly.
The Multitasking Mystery
Now, as I explain my online check-in hiccup to the customer service agent on the other end of the line, things take a peculiar turn. She’s talking over me and not quite grasping my issue. It’s a bit like trying to explain a math problem while someone’s playing a loud trumpet right next to your ear.
I patiently (or perhaps not so patiently) repeat my request, hoping we can get this back on track. Finally, it seems like we’re making progress as she starts troubleshooting. I let out a sigh of relief, thinking we’re on the right path.
The Unexpected Detour
And then, out of nowhere, she throws me a curveball. She starts talking about another customer’s query: “How many children can you fit on your lap?” Wait, what? I can’t help but think, “Am I on a hidden camera show? Is this an airline-themed episode of ‘The Twilight Zone’?”
As I’m contemplating the bizarreness of this moment, the agent adds, “Oh, by the way, cruise ships are making a comeback with a surge of business!” My mind goes into a tailspin.
The Lesson: Focus Matters
It finally dawns on me – the agent is multitasking, and it’s impacting the quality of our interaction. I’m left feeling like I’m stuck in a never-ending queue of bizarre requests, questioning whether my issue will ever see the light of day.
Zeroing In on What Matters
What we should be striving for, whether it’s in the realm of customer service or life itself, is focus. Give your undivided attention to the task at hand or the person you’re engaged with. It’s a game-changer, my friends. It doesn’t just lead to better results; it makes others feel special, genuinely heard, and, most importantly, makes others feel like they matter.
And as the great Maya Angelou once wisely said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Let’s make it our mission to treat every customer – be it a client, a manager, or a colleague – like they’re the VIP of the moment. It all starts with that laser-focused attention.
We live in a fast-paced world where multitasking seems like a badge of honor. But here’s the real deal: genuine excellence in customer service and life springs from being fully present, completely attentive, and ensuring others feel like they’re the center of your universe at that moment. Visit my blog to learn more about multitasking myths and realities: https://peggyvasquez.net/blog/
As we journey through this month, I challenge you to embrace the power of focus. Strengthen your connections, and enjoy the simple satisfaction of making others feel genuinely important.
Executive Support Professionals Summit
Empowering You and Your Relationships
October 5-6, 2023
Join me at the 2023 Executive Support Professionals Summit, a dynamic training and development program that supports administrative professionals like you. And, I’m so excited because I’ll be unveiling a brand new, hot-off-the-press product at this event!
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I look forward to seeing you there!
Sneak Peek Alert!
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Free Educational Resources
Administrative Professional Tips by April Stallworth:
Two free chapters of Not JUST An Admin: