Customer Service: How “Attitude” Is Conveyed by Tone
Yesterday I went to a grocery store to pick up some tea. This was a different store than I normally frequent, but the layout appeared to be the same. I walked to the aisle where I believed the tea would be located only to discover it was not there.
After going back and forth between aisles to see if I had missed it, I found a store employee to ask. I said I couldn’t find the tea and I’m sure frustration was apparent in my voice.
He told me the tea was in aisle 2 at the other end of the store. Then he said, “Do you want me to show you where it is?”
In his tone, I heard a hint of an “attitude.” Just for a second he reacted to my frustration by losing his cool. Had he sincerely wanted to help, I would have been grateful and happy to return to this store.
Tone really does matter.
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