I enjoyed this chapter - for this was a discussion the other day at my workplace. As a server, there are multiple things I feel should be "common sense". The questions customers ask me drive me nuts for I feel it should be self explanatory (Example: When tables have a sign that reads "No Service" yet customers ask what "No Service" means.)
While for me being in the service industry and working at this restaurant, I feel the questions asked are 99% of the time common sense. As I was at my wits end for my job chapter four came in at the perfect time to deliver some much needed insight; common sense is different for every person. How can I get frustrated with customers when they may have no idea how the restaurant industry works? What is familiar to me may be a completely abnormal idea/environment to another person.
The way people are raised and the surroundings around them daily play a key element in this subject. Common sense is an interesting phrase since the word "common" can vary from person to person. My perspective now on this phrase has completely changed for I believe it is not adequate to describe all situations we may encounter.
I think what you're saying here is a really great example of common sense in real life. I had a job in customer service for awhile and I wondered many times why people didn't check our website and find the answer they needed before calling in or why people didn't understand that I was trained to answer some of the questions they were asking and they didn't seem to trust what I was saying.
ReplyDeleteI often had to check myself and put myself in their shoes, which helped a lot of the time but now looking back after reading this chapter I really do realize people have different notions of common sense. When I would think hey you can just search Google I may not be realizing that some people do better calling in and talking over the phone. There really is no universal common sense because people have different backgrounds and different needs and every aspect of life really affects the way you come into situations, big and small.
The points you bring up are also very relevant to my life as I work in customer service as well. I work at the Mall of America, and every single shift I am approached by multiple people asking me where other stores are, where bathrooms are located and where entrances and exits are. At this point I have a great understanding of where many things in the mall are and they have become common sense to me, and I almost get irritated by others asking me these questions. At first thought, it should be common sense for everyone to realize that there are directories at every corner and entrance of the mall. Although many people that come to the mall are there for their first time, and this is something I absolutely need to be conscious of. You should not be quick to judge someone based on their question, as simple as the answer may seem to you.
ReplyDeleteThis all goes back to the general idea of common sense not being common at all. It is important to have empathy for others, and to realize that not everyone has the exact same experiences and background. Our whole notion of what is perceived as common sense is constantly changing and growing as we learn new things and interact with different people, and is instrumental to our way of life.