Are customer service and violence prevention intertwined?
I would respond with an emphatic “YES!”
With over 20 years of experience in providing customer service, I can attest to many instances where my level of service directly affected a situation.
Earlier in my career, before I worked at CPI, I was not familiar with the terminology that describes this dynamic. I now know that this is the Integrated Experience, which is a key concept in the Prepare Training® program.
CPI describes the Integrated Experience as how my attitudes and behaviors affect your attitudes and behaviors and vice versa. If my attitude and behavior is positive, it will most likely yield positive results.
The reverse is true as well. If I have a poor attitude or I’m exhibiting rude, disrespectful behavior, my results will likely not be great, and could contribute to someone escalating to verbal aggression or worse—physical assault.
The Prepare Training®
program provides highly effective, adaptable training that uses CPI's proven methods for managing disruptive and aggressive behavior.
I’ve been traveling quite a bit over the past few weeks and I have seen some wonderful examples of a respectful, service-oriented mentality in restaurant, hotel, conference, and airline staff. Unfortunately, I’ve also seen a couple of opposite examples, which makes me wonder what motivates people—sometimes employees within the same company—to behave so differently.
Is it lack of understanding the impact they have on a situation?
Are there underlying issues between them and the companies they work for?
Or are they simply having bad days? (Which, we need to remember, each of us has.)
Recently at a local fast-food burrito place, the manager was having difficulty processing a large corporate order. I had to wait for almost 10 minutes before the crew member could ring up my order. The crew member rang me up and compensated me for my time (without being asked) by not charging me for an upsell I had added to my order. Another crew member noticed and said, “Hey, you didn’t charge her for XYZ!”
My crew member calmly responded with, “You’re right—because she has been patiently waiting for so long, I did not.”
While I don’t think I was exhibiting any anxious behavior, waiting in line for several minutes after a long travel day was not my idea of a fun time. That little touch of customer service made my day and turned what could have been a frustrating experience into a positive one.
What situations have you experienced or witnessed lately in which good customer service calmed a situation down and kept it from escalating?
Please keep the positive Integrated Experience flowing and share some great examples!