Keep Your Words Soft and Sweet
Last week I called an 800 number to get info on an online product. After a long wait in the queue, my conversation with the customer service rep was upbeat and informative, until I told the agent that I’d need to call back once I’ve made up my mind about ordering the product. That’s when the conversation went south and she went into a Dr Jekyll to Mr Hyde mode. She angrily said, “You mean you’re not ordering the product? You’ve wasted my time. I could have been helping someone that wanted to order. You should have called customer service!” Of course, with my tone of voice making it clear how frustrated I was at her attitude, I said “Are you kidding me? I thought I did call customer service. It was the only number I saw and you are the most rude customer service agent I’ve ever talked to. You need a course on customer service skills! What is your name?” She told me but it was probably a bogus name. She hung up on me. Whew!
I really don’t think that unhappy gal was following standard procedures. But the more I thought about her, I really do think she needed to meet her sales quota for the day, and I interrupted her progress. And, she may have been under tremendous pressure in her home and business life.
Later that same day, I encountered a long wait in line at a store and while I was inwardly going through the thoughts “Why don’t they get another check-out clerk? And, why are there three store clerks in a huddle just chatting away?” Frustrations were mounting in my little picture-perfect day…..until . . . I started thinking about the fact that I’d acted almost the same way with the rude and frustrated customer service agent. Now I was having to do a self analysis. I was regretting my impatience and lack of sensitivity now at this store, but to that agent who was, perhaps, having a tough day.
Before MY call, she probably had another caller who “wasted her time” — especially if she is paid only by commission on what she closes. Suddenly, I felt sorry for her. I imagined her packing up her things at the end of another long day and heading home. A home where she had to face her own daily aggravations, frustrations, and to-do lists.
That’s when it hit me. While on the phone, I never pictured her as a person. To me, she was just a voice on the other end of the phone that was causing me extreme frustration.How might my reaction have been different if I’d stopped to think about her as a woman just like me? What might it be like to be her, to live her life, and to have to go to her job every day?
I really think God was trying to get my attention to be more aware of my reactions. More aware of handling daily frustrations in a way that reflects a heart that loves the Lord.
Proverbs 16:24 says “Pleasant words are honey from a honeycomb— sweet to the soul and healing for the body.” I want pleasant words to come from my heart that is humble enough to reflect God’s character in my actions and reactions. Whether I am talking with a customer service rep or interacting with those I do everyday life with, I want to work towards being a woman who displays godly character. I want the Fruit of the Spirit: love, joy, peace, patience, kindness, goodness, faithfulness, gentleness and self-control to be evident.
Whether my day goes smooth as glass or is rocky and bumpy, may God’s messages of truth have such an impact on me that my heart and my mouth produce “soft and sweet words…..so that if I have to eat them, I’ll be eating yummy, delectable treats. How about you?