Saturday, February 23, 2008

Lessons in Customer Service and embracing change

New beginnings are tough, scary and just flat-out rough. Change usually comes in right in the middle of the thought “isn’t everything just perfect!!”…and then, all we know is turned upside down and all the things we had as certainties are challenged. Sometimes, however, change comes just in the nick of time, when we think that the world is coming perilously close to complete and utter decimation.

I once read a book that stated “...change does not happen all at once or in one abrupt minute, as people usually think, it just seems that way because we were too busy taking everything we had at the moment for granted to notice the slight hints of change in the air…” this, to me, seems harshly true. How immersed in our own lives at the moment is directly proportional to how unaware we are to things that happen around us.

Change, however, should not be viewed as a bad thing. Sure it’s tough to not be with that someone with whom we thought we would spend the rest of our lives with any more or have a loved one pass away suddenly. Nor is it easy to make bonds with people and places like, say, a work place, or a circle of friendly faces that have shared our triumphs and moments of terror for the past few months or even years. Only to have them there no more. I have learned that change is not without reason, for it knows far better than we do when it is time for us to move on and pursue other boundaries. Sometimes we must just trust our gut and go with the flow.

One personal experience brought change about in the form of a person. A friend, who showed me many lessons, allowed me to recognize my strengths and weaknesses and in the end showed me that the fear of change is much bigger than the actual change itself. After these lessons were learned that person faded out just as easily as they had come in to my life.

As agents, many of us can relate to this for we are given but a few, brief , precious moments to change a life by showing the person on the other end who we are and what we stand for (after all this is why our vibe section on the legend has a personality question, so show it and be proud!. it might just make someone’s day and make this call the one that changed their lives forever) and the opportunity to have ours changed, I assure you it will always be for the better. i.e. An Irate customer will show us how NOT to EVER call in to customer support the same way the customer who is calm and friendly will show us how precious life is by letting us know how much they will enjoy their radio and boogie down to their favorite song before they head down to their oncologists office for treatment for the cancer they have.

We are faced with change every single day of our lives. The question is do we want to just let it blow past us and mildly affect us because it inevitably affects our environment or do we want to be an active part of it? The next time you are faced with change I suggest reassessment of what we have and what we want and total acceptance of it changing. Embrace the change that is about to happen. Have the good sense to accept and find the positive side of what is about to transpire and learn to not be sad because a stage in your life has ended but to be happy because it happened.

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