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Thursday, June 09, 2005
Prohhorov: To become better means to accept the truth
By Gina Prohhorov
Great potentials
Of course, it will hurt but that is only in the beginning. One can never change if one cannot accept one’s weakness or mistakes. If you want to remain in your comfort zone, then there will be no development at all.
A simple case would be if a husband tells a wife that she is gaining extra pounds due to her midnight snacks. She, too, wants to lose weight but just cannot stop the eating. She goes to bed, turns her back to her husband.
A manager receives a complaint from a regular customer regarding the
impolite attitude of a frontliner. This employe’s attention was called but the next day she submits her resignation letter. This is a typical immature, unprofessional attitude towards handling complaints.
A father tells her daughter to stop watching these irrelevant tv shows so she could concentrate on her studies but she goes to her room and slams the door.
The last example is a normal reaction for a minor but the previous ones with adults involved is disheartening because the emotional maturity is not there. That is actually why there are so many misunderstandings in offices or other public places.
When we get into trouble we cannot be mature enough to face the pain we caused others and to accept the fault. In a situation between a frontliner and a client, a frontliner would still insist on her own feelings at the moment than prioritizing the feelings of the customer.
Remember, “the customer is always right.” This line is so popular but when the moment strikes, this line is forgotten.
When a remedy is needed, we avoid it because we do not want to accept our failures. So we just remain exactly the same sloppy person, committing the same mistake all over again.
A confident person comes out professional in his field when he can be ready to face any situation. A confident person is still humble enough to accept and say “Sorry” without blaming anyone but attending to the needs of the customer immediately. Easy to say, easy to read but it is not happening.
Confidence does not mean being boastful and hiding the mistakes. For people who are scared of being hurt, be mature to face it, accept it and try to be careful next time. If it hurt you when, in fact, it was your duty to perform your job, how much more hurt had you caused your customer? Your company’s customer?
Perhaps these should be the lines in your mind now. “ Ouch, I’m fat but now let me do something about it. “ “ I am always late…okay, let’s see how can I preplan my tomorrow?” “I really am not the smiling person….alright, let me practice tonight in front of a mirror and see how my customer will smile back at me.” “Now, even if someone is yelling her complaint at me, let me focus my eyes on her so I can feel how disappointed she is and I can resolve the matter immediately.”
Yes, Jesus, this pain is definitely not half of the pain you had when you were nailed on the cross.
Let me handle this with your Spirit and be a better person in this world!
For Corporate Seminars on Customer Service, Teamworking and Personality Enhancement trainings, one may email the author through gppersonality@hotmail.com or call 0920-524-8777.
(June 9, 2005 issue)
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