Shout-Out To Jen!

So typically in our interactions with harried cashiers, and customer service personnel from faceless institutions, we experience encounters with people that are at best ho-hum; at worst, rude or lacking humanity in some way.

I can see this dilemma from both sides, being a consumer, as we all are, but at the same time having worked now as a cashier at the Plaza for 22+ years. It is hard after awhile to give that human touch customers have a right to expect when after many years you have seen and heard it all.  It is hard to turn your humanity off and on.  On one hand, a cashier should be friendly and welcoming, and at least mildly enthusiastic about the product one sells, while at the same time having a tough hide concerning the various forms of indignities some customers may want to subject one to.  This is the struggle of customer service, to find that balance.

Yesterday, I was required to telephone one of those state agencies we all dread talking to, replete with the requisite lengthy wait, being reassured approximately every 30 seconds that someone would be with me shortly, when my rather low expectations of the call were shattered by a perky young lady named Jen.

Jen talked to me like she was really happy to hear from me, not like she was bored silly like every other time I have spoken to this agency, made a couple very innocent jokes, gave me the information I sought in a very efficient manner, reassured me very effectively on a couple points of concern, and helped me create an account so that I can interact with this agency online from now on.  Because let's face it, what is the likelihood of running into someone the likes of Jen when I call there, which is why so many of us seek out impersonal ways to interact with these kind of entities in our lives?!  She also gave me a phone number to call in case I need to talk to a real human being (or some facsimile) and want a more streamlined experience.  I actually enjoyed the call, a small triumph for a chore I usually dread.  Jen probably won't remember me today, but I will remember her for a long time.

Jen, when I grow up, I want to be just like you!  Thanks, and kudos!