What are some of the basic tools we use in Customer Service?
• We smile when the Customer is being obstinate.
• We look for win-win solutions.
• We remain polite in the face of rudeness.
• We listen.
• We do follow-ups.
• We pause before responding
• We stay in touch with our customers.
• We remember that sometimes what the Customer needs is a “Teddy Bear”. A kind or gentle word or gesture more so than the solution to the problem we are confronted with.
So why is it, that for some family gatherings at the holidays, all these tools we’ve honed over the years go out the window? We are inconsiderate, sarcastic and rude. We “know” that Uncle Al will get drunk and talk too much. We “know” that cousin Mary will find fault with the meal no matter the quality or presentation. It’s as if we go to the event expecting the worst. And what is provided to us, but the worse?!
I would suggest that as caring and compassionate people, we appreciate these family gatherings with all the love and compassion we can master, and when the family dynamics get over-whelming, to remember our Customer Care skills. See each family member as a customer. Deal with them with the professional aplomb you have developed over the years. Don’t let old “recordings” get played over and over each year. Ask new questions. Discuss new topics. Listen – really listen. Maybe cousin Mary needs a “hug” more than a sharp retort.
Remember – family are people too 
May your holidays be filled with joy as you gather with your friends and family.