Playing Games Is Like Real Life

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Playing Games Is Like Real Life

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Which animal are you like?

Who are you?

I just completed some customer service training and asked the question: what famous deceased person would you like to talk to? The answers were very telling.

You’re probably wondering what this has to do with  customer service training? This is about communication and customer service has everything to do with communication.

Communication  is dependent on many things; mostly, how we see ourselves in the world. If you were to ask me, my values and what’s important, it may take me a long time to answer.  If I think you might disapprove, I’ll alter my answers to give you what I think you want.

Ask me which tool I think  I’m like and why and I’ll probably just think you’re crazy for asking. My suggestion is you stand back and try not to look too shocked.

One of the participants said she would like to talk to Marilyn Monroe about fashion and  living in the 1950s. I was amazed. The woman looked like Marilyn and had the same fun-loving attitude. It was as if she was trying to find out somethings about herself as well as Marilyn. It was so interesting.

Ask people which animal, they like the best and why and you’ll find out even more about them.  You’ve probably heard that people look like their pets. Not only do they look like their pets, but they also act like them. Cat lovers are certainly different than dog lovers. And then there are snake lovers. I don’t understand them at all.

I just took one of those tests and found out I’m a fun loving chimpanzee. Gee whiz.

My experience: fun people look for other fun people and serious people—well you know the answer.

Do you know who you are?  The more you know about yourself the more you can depend on yourself. I  remember my mother being hysterical when the little boy next door sliced open his foot. My dad yelled for me to get my mother out of the way while he scooped up the little boy. I realized at that point that my adult behavior was being formed. I immediately grabbed my mom, moved her from the scene and jumped into the truck with my dad. No squirming for me even if I wanted to!

You probably know people who are very inconsistent. They say they believe one thing, but their behavior says the  opposite. I remember doing a team-building exercise when a woman yelled; I’m not doing this anymore. Her idea had been rejected, and she was really annoyed. Later when the team reminded her of her outburst, she adamantly denied saying it! The whole experience was a little scary.

I believe training people to  deliver good customer service is an art as well as science. Many people know that their attitude is not the best and try to hide it. Unfortunately it rarely works. When things get hot, so do they. The best way to get them out of hiding is to engage them.

Companies need calm and understanding customer service people. These people need to be able to think on their feet and ‘go with the flow’ as they say.

One of the other keys to good customer service is to hire people who know their  values and can be counted on to be consistent. Of course this isn’t always easy but it’s one of the requirements of the job.

We want to be able to depend on them when things are tough and possibly confrontational.

You know the old saying, ‘when the going gets tough the tough get going’. By the way: it’s  a saying of Joseph P. Kennedy (1888-1969), US politician, businessman, and father of President John F. Kennedy.

Lisbeth helps companies build loyal relationships with their customers through communication and customer service training. To have her speak to your group, she can be reached at

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By |2017-03-03T12:07:03+00:00November 28th, 2012|Blog, Customer Service|2 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.


  1. Paul Thompson November 30, 2012 at 12:40 pm

    Great post! You are right, you can’t hide a bad attitude. I know I’ve tried and always get found out.
    One thing I’ve never understood: why do companies put their crabbiest, touchiest, least willing to go beyond what is expected person in customer service? They have no interest in the people they are ‘helping’, and are just looking for a way to get rid of them.
    When working for a company once, I had a customer who had a credit problem for over 2 years that no one could resolve. It took a 5 minute phone call! No one was willing to make a 5 minute phone call?
    In this present climate, it seems you’d want your best soldiers on the front line, not the ones who don’t even know how to use a weapon!
    Thanks for sharing your expertise and honesty with us.

  2. Lisbeth Calandrino November 30, 2012 at 5:41 pm

    It does seem like many companies put their most ‘uncooperative’ people in charge of customer service. If you want to win the game, as you said, you need ‘your best soldiers’ on the front line. (Of love your comment about those that don’t know how to use the weapons!
    Thanks for taking the time to write, Lisbeth

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