{"id":107392,"date":"2014-06-26T11:26:44","date_gmt":"2014-06-26T18:26:44","guid":{"rendered":"http:\/\/customerthink.com\/?p=107392"},"modified":"2014-06-26T11:26:59","modified_gmt":"2014-06-26T18:26:59","slug":"customer-service-kayaks-and-the-tennessee-wildlife-resources-agency","status":"publish","type":"post","link":"https:\/\/customerthink.com\/customer-service-kayaks-and-the-tennessee-wildlife-resources-agency\/","title":{"rendered":"Customer Service, Kayaks, and the Tennessee Wildlife Resources Agency"},"content":{"rendered":"
A lake-side lesson in credibility.<\/strong><\/em> Co-written by Jim Quiggins and Nate Brown<\/p>\n \u201cThe unspoken.\u201d \u00a0It\u2019s not only a feature of awkward prayer gatherings, but it can also be the most important element in customer service transactions. \u00a0An outstanding resolution requires so much more then answering the surface level question. \u00a0Oftentimes the best hope an analyst has of getting to the root cause is by perceiving the unspoken need. \u00a0If the customer has carried an emotional burden with them to the call, the analyst’s job is not only to resolve, but to heal.\u00a0 This concept was recently personified by an unlikely source in Long Hunter State Park. <\/p>\n I (Nate) love Kayaking. \u00a0 Add a fishing pole to the equation, and I am a very happy man. \u00a0Such was the case early Saturday morning on the beautiful Couchville Lake just outside of Nashville. \u00a0The weather was outstanding \u2013 and I was even catching some nice fish. \u00a0My good fortunate took a surprising turn, however, as I became engulfed in the wake of a Tennessee Wildlife and Resource Agency (TWRA) vessel.\u00a0 There were two agents standing on the boat, and one of them meant serious business. \u00a0His frantic yelling echoed across the otherwise silent lake. \u00a0Once my distress receded, I could hear him urgently demanding to see my life jacket. \u00a0A life jacket? \u00a0In a kayak? \u00a0Clearly this person had no idea how I\u2019d been doing this for 12+ years and never needed a life jacket. \u00a0A defensive tone took shape as I explained how not only did I not have a flotation device, but I did not need one. \u00a0As expected, the agent threw the book at me – taking a messianic tone as he articulated the special regulations for Couchville lake and the dangers involved. I was not even close to caring what he said.\u00a0 My goal was to internalize my anger and shut up while I awaited inevitable punishment.<\/p>\n