Jason Tomes

It’s easy to write about customer service and communication from the position of the provider. Since coming to the United States, however I’ve more often been the interviewee than the interviewer, the student than the teacher, and the customer than the clerk.

One thing has become very clear to me, however. When I am your customer, when I’m standing or sitting in your office, what makes me happiest is when I have your voluntary attention.

I’ve had a few experiences with “insiders” that made me think about these things. By “insiders”, I mean the clerk at the pharmacy who fills orders for people everyday, professionally, and efficiently. In one sense, the clerk is doing a very good job… however sometimes that speed and efficiency, or even multi-tasking can make a pharmacy outsider feel rushed, and that my customer service needs aren’t being met.

In Japanese we have a nice expression for when someone is a very used to something they are doing, and can be used with both positive and negative connotations. “Narenare” comes from the verb “nareru” meaning to be accustomed to something. Dealing with “narenare” customer service representatives can be frustrating for people new to a business.

I’ll borrow another fine expression from Japanese to continue my point. I want my customer services to not only be putting themselves in my place, but also to have a certain amount of “kincho-kan” or nervousness. The nervousness in this case refers a bit to the need to take care when dealing with customers… to be at least a little concerned that good service is being provided.

When I talk to a doctor, I don’t want to feel that she wants to be somewhere else. I don’t want to feel rushed and hear, “So have I answered all your questions?” with a glance at a timepiece. I want YOU, narenare and kinchokan having customer service representative to make me feel that I’ve gotten the time, attention, and information that I need. I don’t want to leave the office, pharmacy, or classroom feeling unsure about whether my needs have been met.

Sometimes, this kind of disorganized, distracted behavior is more subtle, but the feeling of being rushed or only told what needs to be told at the time still comes through. It is perfectly fine for service providers to feel pressed for time, to feel rushed. It’s natural to feel that way in a fast-paced, high-pressure environment, but the client shouldn’t be burdened with the feeling or be made to feel that they’re confusion is unfounded. If a patient is unsure about how to take medicine, even if the doctor has already “explained” it, the doctor has not communicated that information sufficiently.

Now… how does this pertain to administration, translation, interpretation, and teaching.

Students can leave a classroom with questions still developing in their heads, but I really want students to leave my classroom feeling that they’ve gotten my full attention and that I’ve put a priority on the moments we spent together. I don’t want them to feel that I was rushing them or didn’t feel their concerns were as important as the stack of unmarked quizzes on my desk.

For an administrator, it’s the same. Someone calling in to the office, even for something that “insiders” would consider trivial or office, should get the full attention of whoever answers the phone. Anyone taking the time to contact the office or communicate a concern or find out information deserves at least the courtesy of feeling that their feelings and thoughts were taken into account and communicated.

The best way to keep clients, students, patients, or customers from feeling unimportant… or feeling “prioritized” somehow is to keep yourself from feeling pressed. You have to give yourself over to the moments when you are helping someone. The quizzes on the desk feel less like a distraction when they are not even an option. Time talking with a student or answering a patient’s question is time when attention can not be divided, and proper customer service is essential to keeping the lines of trust and communication open.

Therefore, when a pharmacist decides that it would be efficient to drop my insurance card in with the medicine bottles and staple the bag shut, she should not be surprised when I ask where my card is, and should most definitely respond politely with eye contact and understanding.

Anyone deserves the same, especially those for whom the service you perform is essential to their health and pursuit of happiness.