We hope you’ll find this election story both an amusing and a poignant summertime read.
By Jill Pillon, Staff Writer for The Coaching Lens
Earlier this Spring, I helped to train 300 poll officials to use our province’s new electronic elections process, all of which had to be accomplished in the dizzying space of two and a half weeks. It was exciting, learning firsthand just how much teamwork and effort it takes to hold an election. As a systems professional (now retired), I was impressed both by Elections Ontario’s design of the technology and the strong emphasis on customer service for the voters – which brings us to the story I’d like to share, as recounted by Joanne, one of our Revision Deputy Returning Officers.
A voter marched into an electronic polling centre and tossed a Voter Information Card onto Joanne’s table saying brusquely, “This is my husband’s. He’s deceased so I want you to take him off the voter list.”
Smiling apologetically, Joanne picked up the card, scanned the barcode and stared in disbelief at her e-pollbook screen where the husband’s name had popped up with an X beside it. “But ma’am, your husband has voted!”
The woman crossed her arms and glared. “I don’t care. He’s dead to me! Take him off the list!”
The situation could easily have escalated into an ugly scene but for Joanne’s instinctive and empathetic response, “I understand your pain. You must be very angry.”
The voter visibly relaxed and nodded wordlessly. She had been heard.
She handed Joanne her own voter information card, received her ballot and was on her way to the voting booth and vote tabulator within seconds.
Hearing this story, I was struck anew by how a positive customer service experience isn’t just about having the shiny new technology to marshal the customer in and out in under a minute. Genuinely excellent customer service needs our coaching skills as well. Our ability to actively listen: to hear what’s truly being said beneath the angry words and manner and to defuse the situation by acknowledging the other person’s feelings and self-worth.
For more insight on delivering excellent customer service through coaching skills, please contact the professional coaches at The Coaching Lens (519) 318-0416
