Another area of customer service comes from a management side. It's hard enough to deal with employee complaints and being an ear to their problems and concerns while trying to keep upper management happy and off your backs. But it really gets challenging when the employees take out their issues on the customers, delivering poor service and giving you the opportunity to be yelled at while trying to figure how to rectify the problem.
I had this distinct pleasure while I was living in Maryland and working as a Supervisor/Acting Manager when the manager left to pursue another career. One therapist specifically made this her ritual and when was always the unknown. I spent three years in the position doing this back and forth, not only with the supervisor but the new manager and upper management.
I don't enjoy walking on ice and I hate feeling like I am every single time I walk into work. Not knowing what kind of a mood she'd be in, what complaint was going to go against me, and what I'd be reprimanded for, the final straw to that whole nightmare was when a co-worker/friend complained about me. When it is clear that even a friend is going to go along with the majority and not even talk to you then it is time to leave. Which I did about a month later.
Management can be challenging especially when you don't have the support from your immediate manager, let alone, their managers. That became my last job in the management field and back into customer service. Customers that are not only external but internal and hopeful candidates wanting to work for your company.
In a new position as a recruiter it was quickly realized, that once again, I was going to be the scapegoat to other's wrongdoing and be snubbed for it, even if I wasn't the one who said or did it but was just following orders. Some can never do wrong, even though they do it all the time. This was quickly confirmed by another co-worker, who soon left after my arrival.
It wasn't long before I moved up and back on the eggshell walk, stress, frustration, and anger coming back in full force. Seriously, what is wrong with people? Take away the title and this all comes down to someone having to put another down in order to make them feel and look better. Then comes the double standard, higher only the best, the most qualified, but keep them on board even though their work ethics suck.
Am I really in the recruiting business or just filling spaces to keep people happy? Customer service extends to the upper managers and making them happy when it was clearly about the numbers and not the quality of candidates it's time to walk away. Which brought me to an all internal customer database as an auditor for a mainline airline.
Airlines. Sometimes I just need to be hit by a plane in order to get it through my head that things don't change. But this was a goal of mine to work for this airline but I have learned, from the last two jobs, don't take the verbal and emotional abuse. There are other jobs and nothing is worth the stress and frustration that can be put on you. So when the pattern started repeating for the third time, I was officially done. Not just with the airlines but with work altogether. I wanted more and I wanted it from a business of my own.
Hence the walkaway.