Professional Familiarity

Work that involves interacting with customers has evolved over the years. In the past, it was more common practice to simply fulfil a client’s request without socializing or discussing any topic beyond the scope of the task in front of you. However, this has since changed. Today customer service representatives are encouraged to chat with customers and connect with them on a more human level. It is not uncommon to discuss the weather, weekend plans, or even your love for a specific dessert as you pay for a new dress or baking tool. If you frequent a particular store, you may even catch up with your favourite cashier on their current life events. However, one expectation has always stayed in place. Professionalism. As much as we enjoy a quick laugh shared between customers and employees, we still marvel at experiences where a representative is as professional as they are friendly. We appreciate both being spoken to politely and helped efficiently. Still, the lines have blurred, and both representatives and customers may have lost touch with acceptable forms of interaction in the workplace. Let me explain:

I was on the phone with a customer service representative who surprised me with something I hadn’t expected from someone in that profession. I had called in to be assisted with a certain task, and instead of having me on hold while working on my query, this particular representative kept me on the line. As I waited to hear back from them, I suddenly heard a whistle come through the phone. I simply could not believe my ears! I do not know why the representative chose to whistle as she worked, but it is clear that she did not realize how unpleasant and unprofessional it was for her to whistle a tune with a customer on the line. This was surely not my cup of tea, and I’m sure many would agree it is not theirs either.

My experience over the phone reminded me of an article I read a few years ago in the Sunday Globe. The writer of this article was frustrated by telemarketers who frequently called his house looking for an “Alfred.” On answering the phone, when he acknowledged that he was the person they were looking for, this man was shocked to hear the caller address him by his first name without having been granted permission to do so. He felt that if someone was calling him with a professional request, they should not address him with too much familiarity in order to seem friendly. He noted that he would have appreciated being referred to by his last name, or in a more formal nature until a more casual relationship was established.

Too much familiarity could run the risk of tainting our professionalism at work. Just as we encourage a friendly chat and a genuine smile in the workplace, it is still chic to speak and act professionally at all times. On both sides of the counter, people who stand out positively are those who can strike the delicate balance of professional familiarity. Greeting with “hello” instead of “hey,” placing an over-the-phone customer on hold, or refraining from muttering on the phone as a client are good places to start. It helps to take cues from the other person too. Let us strive to practise professionalism, no matter where we are. It creates a positive experience for everyone involved and helps our client-focused interactions to go much smoother.