Mark Katrick faith column: A late-night call to customer service offers lesson in positivity
It was one of those sleepless, restless, up-again, down-again recliner to bed, bed to recliner nights. So to pass the times between, I decided to check my online banking. Among the transactions there was a delivery coming later that day — something I’d already ordered and received two months before. To make matters worse, it was an herbal supplement I’d since stopped taking.
So I looked up that ever-evasive toll-free number to contact a representative. I did so with the trepidation that there may be language barriers, especially during that time of the night when it was the middle of the day in other parts of the world.
Mark Katrick faith column: When those pesky warning lights come on, listen to what God says
On my second attempt, I got through to a woman named Mary. She spoke with a distinct accent, yet her usage of the English language was better than mine. Step by step, she went over the process of canceling a shipment and a recurring order.
She did so methodically, with great patience and professionalism, asking me politely to “be sure to stay on the line,” while I was placed on hold. When it was all said and done, this rather insignificant matter (in the scheme of things), was taken care of. Yet in the course of a 10-minute conversation, I was treated as if it was a matter of the greatest importance.
And it was all because of the attitude and outlook of Mary. She took her callers and her calling quite seriously. All the things she was required to do — gathering basic information and asking the right questions at the right time — were done flawlessly.
Beyond that she displayed the outstanding qualities, essential to spiritual direction — empathy, focused listening, repeating what you are hearing and asking open-ended questions (about services rendered).
Mark Katrick faith column: Amid doom and gloom, Easter is a time to be on top of the world
Ken Walther, my Greek professor at Ashland Theological Seminary, was all these things and more to first-year students, struggling with Biblical languages. I’ll always remember the bumper sticker he had on the back of his car: “Help Stamp Out Foreign Languages, Learn One!”
Instead of complaining when we can’t understand each other, let’s you and I work on transforming all that negativity into positivity. Let’s be more aware of others’ needs with focused listening and expressing ourselves simply, understandably, using an economy of words.
In other words, speak to each other the way God speaks to us — with the universal language of kindness, compassion and brotherly/sisterly love.
Mark Katrick is a pastor and spiritual guide.
This article originally appeared on The Columbus Dispatch: Mark Katrick faith column: Late-night call offers valuable lesson
