EXCEL

THIS TOPIC "TAB" IS FOR DISCUSSIONS RELATIVE TO EXCELLENCE IN SERVICE PERFORMANCE ISSUES.

Greetings -

[1]

There have been media reports about the decline in customer service. Perhaps in some geographic regions that is not the case. I wrote this article because the issue needs more attention for the reasons stated below. Please weigh in with your viewpoints on the customer service issue. Thank you for your consideration.

CUSTOMER SERVICE IS AN ART

Customer service is an art. It is not an art field that can thrive in the abstract. The customer service arena is an area that needs the talents of impressionists and expressionists to apply artful mastery to canvases. It needs adept marketers who keenly feel the heart beat of what is necessary to execute service on excellent levels. Administrators need to employ managers who are engineered to manage. There is an array of managers who possess labels but lack leadership competency. When managers fail to manage, frequently, employees flounder as customer service representatives.
 

I can expertly expound on what constitutes quality customer service. In excess of five years, I was a Customer Service Specialist in the Washington, D.C. government. While there, Mayor Anthony Williams presented me with a “Customer Service Excellence Award” for my skills, and strong work ethic. In addition, in my possession are numerous copies of written commendations that I received from management throughout the course of my work history in government and in the private sector.

Media resources have shared reports of the steady decline of quality customer service. Nationwide, complaints have soared due to lack of acceptable service. Dissatisfied consumers are not a rarity. Poor service has become commonplace so much so that when impressive service surfaces, it is a rare treat. In some instances, the managers display conduct that is worse than that of employees. Then there are the cases where employees perform poorly, and when reported to management, managers defend the unsatisfactory behavior of their subordinates. It is obvious from observances that some managers are intimidated by their employees.

I am in the age bracket where I can hearken back to the days when quality service was the norm. It was routine to observe managers who expertly managed, and employees who regularly provided satisfactory service. Yes, even then we had occasions of poor performance. Such occasions, though, were far less than what is currently on display.  Then we were more likely to hear pleasantries and courteous communication. Body language was respectful with accommodating attitudes. Now, so often, we get the whole series of disrespect – body language, tone, language, posture and movements.  What goes on habitually now in the customer service field is a certain shame to the profession.

Largely, the current condition of the service industry is inexcusable and unacceptable. Consumers need to do more to hold representatives accountable for the abysmal state of service performance. The industry is in dire need of an overhaul. Could it be that it is in such a state because not enough consumers reasonably complain?

Training that penetrates is sorely needed and long overdue. Suitable people need to be in customer service. The art manifests as a natural for some people in the business. It can be taught, as well. Those who are not receptive to penetrative training, where they capture the art, need to be moved on and replaced by those whose hearts are inclined to master the techniques and nuances.

Now is the time to require respectable satisfactory service as a regular occurrence.  Realistically, poor service will not be entirely eliminated but we can sure do more to urge significant decreases in what is already unacceptable performance. Responsible actions need to be in motion and continue until noticeable improvements have center stage. Lax service is on the rise because enough good people do not demand otherwise. What are we going to do about this failed system?

Responsiveness is significant in the business of customer service. It is less than professional to neglect consistent feedback and follow up with clientele. The skill of listening is essential in customer service relations. Also, consumers expect representatives to empathize relative to their concerns. A sure turn off is to respond to consumers with robotic answers in attitudes of disinterest. I am aware that consumers are not always right. Some of them can be obnoxious and unreasonable with their requests. Reasonably, the role of customer service specialists is to effectively and efficiently accommodate people with skill, care and concern. When matters escalate to places beyond the authority and capabilities of specialists, management should be summoned for resolutions.

Support should NOT be given to consumers who mistreat customer service personnel. I admiringly recall reading once about a restaurant owner, and how he handled some patrons who verbally abused members of his staff. The owner retrieved and gave to the patrons their coats, and informed them that it was not acceptable for them to treat his employees in such a way. He instructed the patrons to leave, which they did. The owner’s decision was an honorable example of respect for his staff. People are never entitled to mistreat others – no matter what the positions.

Dress code issues need attention in any workplace environment. Uniforms are the standard in some company operations. Uniform usage can be helpful in the prevention of unwise clothing choices. In places where uniforms are not worn, it is imperative to be aware of poor presentations for the business image. Tight, and revealing attire is not appropriate in any environment, however, in workplaces, management should require that personnel be decently attired. Huge earrings and lengthy curled fingernails are not attractive. Chewing gum does not bode well for professional business images. Individuality can be constructive but when it subtracts from environments in workplaces, it needs to be adjusted to comply with acceptable business presentation.

It is not professional to converse socially with co-workers in the process of servicing customers. It is poor practice to indulge in side conversations when engaged on phone calls with others. If side conversations are deemed necessary, the proper procedure is to place callers on hold. In phone communications, when people are placed on hold, it is rude to say “hold on.” A professional response is, “hold on, please” or something similarly courteous. Upon return to phone lines, “thank you for holding” is an appropriate and courteous statement to make.

In days gone by, it was customary for business representatives to address customers by last names. It happens now that some of them address customers by first names. On one such occasion, a representative asked me if he could call me Sandra - my response was “No.” In business mode, it is my preference to address people by last names such as “Mr. Davis” etc. It is my preference, as well, in business mode, that people address me in such manner. The first name practice is acceptable if that is an agreed upon action.

When I was a Customer Service Specialist, I was trained to not allow callers to remain on lines for more than 30 seconds without returning to inform them of the status of work on their behalf. On occasions, it would be necessary to phone people back to complete the needs. I am sure that for many folks there is cause for concern relative to lengthy hold time experiences. Also, it is professional for people to identify themselves when answering business phone lines. For instance, “Precious Metals, Mr. Stanley speaking, how may I help you?”

It certainly concerns me that there are not sufficient professionals who execute well in phone etiquette. What I found surprising is that it happens when I am engaged with personnel of large or major corporations. Perhaps I am biased but shouldn’t the large corporations, in particular, do better? There is a major government switchboard operation where the employees answer the phone in a less than professional manner. When I worked in customer service and needed to phone there, it always concerned me about how the staff answered the phones. Initially, I thought that it was isolated. When it happened every time that I phoned that government switchboard, it was obvious that the less than professional telephone conduct is a practice there. Telephone usage has a definite need for improvement.

There is awareness that there are people whose intent is to regularly do contrary to what makes good sense. They make choices to be menaces. On our planet, dwell all sorts of characters; the good, the bad, and the indifferent. I realize that the words here will not result in absolute change in the manner in which customer service is conducted. There is belief, however, that these words are not in vain. People who sincerely care about decency, respect, and integrity will desire to be in league with those who purpose to do that which represents excellence.

Written April 16, 2010
© Copyright 2010

Below are comments that were received relative to this post.  I transferred this post and the comments from the orignal post area.

The original post dates were October 7, 2010 and October 8, 2010.

Comments received in response to this post:

Tim R. Temple said...

It all depends on who the customer is. If it is an industry that caters to "people" persons, there's no way I would do a good job. If it is an industry that appeals to Aspergers or techies, I would do great.

Occasionally my wife will catch someone like myself making a social mistake -- and automatically call them stupid. And techies have trouble with "people" persons trying to find the "any" key on the computer -- and consider them stupid.

October 7, 2010 9:18 AM

lioneagle said...

Hi Timothy -

Thank you for your response.

I am not sufficiently understanding your comments.

October 7, 2010 9:26 AM

Tim R. Temple said...

Okay, lemme take another cut at it.

"People" persons find noisy parties stimulating, do multiprocessing easily, can empathize with most people and can 'read' people. Unfortunately, they have trouble changing lightbulbs. (exaggeration, I know)

"Techies" can change lightbulbs and a whole lot more besides. Their hobbies are building or creating things. Their ability to focus is extraordinary. Unfortunately, they dread noisy parties, can't focus on a lot of demanding issues at once and make social gaffs. They need to be told what to do in thorough detail. They get conned by people with smiling faces.

A "people" person can try to socialize with a techie, but find them boring, fat headed and strange. A techie finds a "people" person to be a chatterbox, boring and dishonest. And arrogant.

Techies get along great talking in paragraphs about their common interests. "People" persons get along great, getting to understand each other.

Techies have to learn body language and social rules out of books. "People" persons have to learn everyone in the world is not like them and never will be.

October 7, 2010 10:32 AM

lioneagle said...
Thank you, Timothy...I understand better now.

My main point is that customer service is an art and that there are many people who are not suited to the profession. I believe that we all have places that are suitable for us. We need to discover from our Lord where we are designed to be.

There are people who have, due to necessities...,worked for years in fields that are not ideally suited for them. They settle.

Some people start second careers doing what they love...after working years where they tolerated...for financial purposes, etc.

October 7, 2010 6:40 PM

Frank King said...

In my opinion, customer service is certainly not what it used to be. Even some business owners, based on how they treat their customers, have no business in the customer service arena.

October 7, 2010 9:57 PM

Tim R. Temple said...

Prayer to be set free, following work

Lord Jesus, thank You for giving me this work to do. Thank you for blessing me through it. But I realize that the sickness and evil I encounter is more than my humanity can bear. So cleanse me of any sadness, negativity or despair that I may have picked up.

If I have been tempted to anger, fear or lust, cleanse me of those temptations and replace them with love, joy and peace. If any evil spirits have attached themselves to me or oppress me in any way, I command you, spirits of the earth, air, fire or water, of the netherworld or of nature, to depart - now - and go straight to Jesus Christ, for Him to deal with as He will.

Come Holy Spirit, renew me, fill me anew with your power, your life and your joy. Strengthen me where I have felt weak and clothe me with your light. Fill me with life.

And Lord Jesus, please send your holy angels to minister to me and my family -- and to guard us and protect us from all sickness, harm and accidents. (And guard me on a safe trip home.)

I praise You now and forever, Father, Son and Holy Spirit!

October 8, 2010 10:15 AM

Julie Reynolds said...

I've not had the problem with Customer service as what you describe here. The only time that I've been called by my first name is, either when I've given permission, or I have a long standing working relationship with the other. Like I don't want my dentist, and his staff calling me Mrs. Reynolds, or my doctor for that matter, It's too impersonal, as if they don't really know me. I've been with the same dentist for over 20 years, and the same doctor for over 17 years. When I call customer service for the phone company, I do expect to be called Mrs. Reynolds though. It just depends on the people and the situation.

I've actually had customer service people calm me down with their positive attitude, and the lets see if we can work this problem out way of thinking. I've been disappointed and ended up paying a large bill that I didn't want to pay, but I was also given more of the facts, and understood what the whole situation was about, and was helped in how to avoid another large bill...

I do know there are people out there who don't have good people skills, and they shouldn't work in this profession. Some for some reason get hired to work in positions of customer service, and if you talk to the right person about it, they don't stay in those positions for very long.

October 8, 2010 5:34 PM

B. Niles said...

Poor customer service irks me and not to open a can of worms, but unfortunately, a lot of poor service is associated with lower income, Black communities. One day I hope to have a customer service training/consulting business to raise the bar. My motto in life is, if you see something that needs improvement, don't complain, find a way to fix it or rather, what can I do to alleviate the problem. (That doesn't mean that it still won't irk me at the time.)

When it comes to poor customer service via the phone, I try to be pleasant and excuse myself and get off the phone. Then call back until I get someone who's professional and know what they're talking about. :-) Sometimes though, depending on time, I actually engage them in conversation on the phone and have gotten their email address or personal phone number to call and chat with them. You just never know.

There are two stories I heard some time back that helped me deal with poor customer service. 1)A store representative was being nasty to a customer. The customer in turn responded very kindly to the representative and the clerk broke down crying. She shared that her husband had just left her that morning and she was very upset.

2)Not a "customer service" situation, but what some would say was inconsiderate behavior. A man was on the subway with his three children and the kids were running around and making a lot of noise, disturbing those around them. The father wasn't paying any attention to them. Someone said something angrily to the father about controlling his children. He apologized softly then said, "I'm sorry, we just came from the hospital. My wife just died. I guess I was just in a daze."

God puts us in positions throughout our day to minister to the hurting world around us. We have to be attentive and prayerful. Which are ministry opportunities and which are tests for our character development.

God bless. Great post Sandra. I know I went a little off, but that's what was on my heart. Love you.

October 9, 2010 12:11 AM

lioneagle said...

Greetings -

Thank you all for your comments. I appreciate your contributions.

@Timothy:
We sure do need the prayers. Thank you, Timothy, for posting yours. May GOD help us all.

@Julie: It was good to know of your experiences with customer service. Yes, there are some quality people in the field and I am grateful for them.

@Beverly:
Those accounts that you mentioned gave me another perspective that I had not considered sufficiently. Thank you for reminding us that there are causes that we are not aware of and that we should be mindful of such situations.

Also, it is so crucial that we remember that love must be in practice...

October 11, 2010 8:58 PM

PLEASE READ ON - THERE IS ANOTHER ENTRY BELOW THIS PHOTO HERE

[2]

HOW SHOULD WE AS CHRISTIANS HANDLE POOR CUSTOMER SERVICE?

Example: If we frequent establishments that provide consistent poor customer service, how do we biblically handle it? Another example: What do we do if we get a bum job on our car service? Do we pay and pray? What if we get distasteful food and/or less than satisfactory service at eating establishments? Do we suck it up, forgive and move on in JESUS' name?

Below are comments that were received relative to this post.  I transferred this post and the comments from the original post area.
The original post date was September 17, 2010.

Comments received in response to this post:

 Julie Reynolds said...

I'm not sure how to really Biblically answer this, but these are my thoughts on your question?

There are times when I would just let the incident go, but those were times when it wasn't real important, and I thought to myself, "they must be having a bad day today", and I let it go... There are other times though when I haven't let it go, because it was important, and it affected more than just me, but others  also...  

When I worked as a nursing assistant in a nursing home (I would consider the people I took care of as customers, they paid to have me take care of them) I saw this one nursing assistant take patients from their room to the shower, half exposed, and not covered up at all more than once. Now, I was more looking at the dignity of the patient than I was looking at what could happen to this other nursing assistants job... I went and talked with someone in authority about it, and was told that I wasn't the first to come to them. I was sorry that my action got this woman fired, but I did it for the sake of the patients, our customers, and not to get her in trouble...

There are definitely times when we should speak up, because if someone isn't doing their job properly, on a consistent basis, then why would I want to be a customer of that place.

I would politely tell someone in authority that the service has been consistently poor...

September 17, 2010 2:39 PM

lioneagle said...

Timothy -

Please weigh in on this.

Thank you

Note: I ask for more help from others on this, as well. I may do a re-post for those who have not read it. Some blog visitors do not read older postings...

September 21, 2010 11:11 AM

Tim R. Temple said...

Don't forget prayer & amp; deliverance for the person on the other end of the line.

I'm retired, so I can play their sales game. I will usually tell them "no." They then go to page three of their spiel and read that to me. I will politely tell them "no." They go to page five of the spiel and read that to me, trying to get me to say something that could be construed as a "yes." I politely answer, still telling them my answer is "no." They go on to page seven and read the "undecided" spiel. I still say "no." By now they are exasperated because I didn't hang up on them so they could go on to the next phone number. I still say "no." They finally hang up on me.

September 21, 2010 3:01 PM

lioneagle said...

This was sent to me, via e-mail from Karen:

9:21 PM (1 hour ago)

I think that honesty is always the best policy, served with love and seasoned with grace.

September 21, 2010 11:11 PM

lioneagle said...

Excellent answer, Karen...

Thank you...

PLEASE READ ON - THERE ARE OTHER TOPICS BELOW THE PHOTO HERE.

[3]

CELL PHONE ETIQUETTE

Greetings -

Please comment on your beliefs on cell phone etiquette.

Thank you for your indulgence.

COMMENTS RECEIVED IN RESPONSE TO THIS POST:

Julie Reynolds said...

I'm not exactly sure what you mean by cell phone etiquette. I would think it to be the same as talking on the regular land line. I shouldn't be used unless you have a blue tooth while you are driving, and you shouldn't text while driving, or trying to carry on a conversation with another person. Actually, it's against the law to text, or talk on your cell while driving here in Washington. You could end up with a hefty ticket.

September 18, 2010 11:02 AM

lioneagle said...

This was sent to me via e-mail from Karen:
 Derek & Karen Gross to me

show details 10:09 PM (35 minutes ago)

At church, we have a screen on the power point before the service to remind everyone to turn cell phone ringers off. One thing that some people do that is a bit annoying is that if they leave it on and the phone rings during the service, they will take the phone out to the foyer with it ringing and answer it there. A better solution is to answer it after the first ring, whisper hello and 'be right with you' and THEN walk out to the foyer to talk.

September 18, 2010 10:46 PM

PLEASE READ ON - THERE ARE MORE TOPICS AFTER THE PHOTO HERE.

[4]

MORE ON CELL PHONES

Greetings -

I decided to do a new post on this matter. I watched a newsmagazine show the other night where the reporter did a segment with children from about 5-8 years old. She asked them how they felt when their parents were so engaged with cell phone usage. All of the children were displeased with how their parents catered to cell phone usage. One little girl stated that she felt that her parent cared more for cell phone conversations than she did about her.

To observe the reactions of the children, the reporter had made prior arrangement for someone to call her (the reporter's) cell phone while she was interviewing the children. Immediately, the children reacted with displeasure.

When the reporter answered the phone...the children responded with groans, sighs, and vocal displeasure expressed with body language that was indicative of exasperation. The reporter got off the phone and asked the children how it made them feel when she was engaged on the cell phone in their presence. I do not remember what their responses were but I do recall that the children expressed to her that they did not like it. The parents were observing from another room. One parent stated that she would engage in cell phone usage less in the presence of her child.

I was at a church once at a Bible study and the pastor's wife, from the podium area, stated that she kept her cell phone on vibrate mode in case of emergency. My thought was what did we do back in the days prior to cell phones, when we were in church services, and there were emergencies?

I attended Sunday school in one church when it was time for the teacher to teach. She stood at the podium to begin. Her cell rang and she answered it.

My opinion is that our Lord is not pleased when we use cell phones in His sanctuaries. Now if someone is an on-call doctor...that is understandable. It is, in my view, a lack of holy reference for GOD to engage cell phones in church services. I am not even about the vibrate arrangement. I turn my cell phone off before I enter churches. Once or twice, I forgot to do so, and I felt horrible. Those times that I forgot, when it did ring, I did not look to see who it was or answer it. I immediately turned it off.

Two Christian dinner guests were at my home. One of them engaged a number of times on her cell phone while we were engaged in dinner and fellowshipping. After several of her phone conversations, I mentioned to her that that was rude. She disagreed.

One of my relatives mentioned that she and her husband transported a married couple for a long distance ride for Thanksgiving. The husband, they stated, was on his cell phone for most of the ride.

COMMENTS RECEIVED IN RESPONSE TO THIS POST:

B. Niles said...

I haven't read your previous post yet on cell phones, but I'm in agreement with this post though I've been found guilty on Wednesdays when I keep it with me on vibrate. I have the tendency to do a lot of fellowshipping after Bible study and completely forget about my business conference call. Even the vibrate doesn't help when I'm in ministry of fellowship. We are so caught up with sensory overload with our gadgets that we don't stop to do validity checking or priority checking.

We've become chained to the cell phone and I believe it's yet again another ploy of Satan to keep us distracted. As with many things that were created for good, Satan finds a way to pollute them and create bondage to them. I see teenagers texting in church all the time, but if the adults aren't setting the example around them, how can we blame the kids?

Certainly there needs to be more teaching about it in the church. The schools don't tolerate it!

September 20, 2010 2:57 PM

Transparent Tulip said...

cell phones can becomes idols to us. i am guilty of making one an idol in the past. thanks for posting this, a good reminder.

September 20, 2010 3:07 PM

Julie Reynolds said...

I really don't have a problem with people calling me when I'm at church, or when I'm in class at school, because they know where I am, and do not call me unless it's a real emergency, I do keep my phone on vibrate, because I have had some emergencies. I know, it used to be different, people used to have to wait until you were home to answer the phone, and if there was an emergency, it used to have to wait until they could somehow get a hold of you at home... It's nice to have the phone so people don't have to wait. If something happens to someone in my family, I would like to know, and not 6 hours after...

I do agree that when you are in church, you shouldn't use your phone, and I don't answer. I listen to the message directly after service.

The cell phone, like anything else can become an idol, if you let it. I do agree with that, and we should be wise users of our cell phones, computers, other electronics, our cars, etc... Anything including money can become an idol. We need to use discretion in the use of anything...

September 20, 2010 11:22 PM

lioneagle said...

Timothy -

Please weigh in on this.

September 21, 2010 11:07 AM

Tim R. Temple said...

Tabloids like the National Enquirer put out predictions and bogus articles, knowing people will keep the initial impression and not do any fact checking. Go find a year-old National Enquirer and see how little was true.

Likewise, facebook, myspace, twitter, etc. leave us with initial impressions and not thought. We only have time to react. I remember the joke where one fellow was telling another to get some sleep and the other fellow said, "but someone on the internet is Wrong!"

That's why I prefer forums like this. You can wait until you have time to answer. I can take time to formulate an intelligent answer. You can come back to read possible responses when you have time.

Almost all of my phone usage is to coordinate things with my wife when one of us is out. Since she is with me in church, I never get calls there.

September 21, 2010 2:47 PM

PLEASE READ ON - THERE IS ANOTHER TOPIC AFTER THE PHOTO HERE.

[5]

CREDIBILITY

Greetings -

Do you know of people, "Christians" even, who are not credible? Credibility and integrity is very important to the Lord. True worshippers of GOD worship Him in spirit and in truth. Our Father expects us to be consistently honest and noble in our thoughts, words, and deeds.

Credibility is vital in every area of our lives. A couple of years ago, I met a "Christian" "minister" who got paid cash for jobs and did not report the income. I mentioned it to him - he offered some sort of "justification."

Have you heard people describe "little white" lies? A lie is a lie is a lie.

Is your word your bond? Can people consistently believe that you mean what you say and that you say what you mean? Do you arrive when indicated, and keep appointments on a prompt and reliable basis? In those instances where you cannot keep your words, do you alert the concerned people to inform of changes? In relationships, business and personal, are you politely responsive?

What about being considerate of the time and needs of others? It is wise to be mindful of guarding when others fail to be considerate of our time and needs, as well.

I have observed adults who demand respect from youth yet do not give respect to youth. Children/youth are to be respected as well as adults. We need to tell them "please," "thank you," and "excuse me" just as we should say such to adults. We cannot reasonably expect honesty and respect from youth if they do not consistently observe those qualities in demonstration from us. The same can be said, in some measures, relative to relationships with adults.
GOD is love. GOD is truth. GOD is credible.

Prayer:

Father, in the name of JESUS, please help us to embrace truth in every affair of our lives. We need to be of quality character conformed to Your image with the mind of Christ. Help us to be reliable, dependable and credible in personal and business relationships. Most of all, Lord, please help us to keep it real with You and those whom You have in our lives.

Thank You, Lord, - Amen

Scriptures from the King James Bible

Proverbs 19:22
...and a poor man is better than a liar.

Proverbs 6:16-19
These six things doth the Lord hate; yea, seven are an abomination unto him: A proud look, a lying tongue, and hands that shed innocent blood, An heart that deviseth wicked imaginations, feet that be swift in running to mischief, A false witness that speaketh lies, and he that soweth discord among brethren.

Revelation 21:8
...and all liars shall have their part in the lake which burneth with fire and brimstone:...

Proverbs 4:18
But the path of the just is as the shining light, that shineth more and more unto the perfect day.

COMMENTS RECEIVED IN RESPONSE TO THIS POST:

Dee said...

I do know Christians that have done or said similar things that you mentioned above and it disappoints me enough to be careful thatI do not do the same things. We have the tendency to forget that the Lord See's our heart..we can deceive our selves but not the Lord. I admire you for letting the Lord use your writing skill to glorify Him and reach out to others with the truth.

October 12, 2010 10:05 AM

lioneagle said...

Greetings -

Thank you, Dee for your comments. I appreciate that you are careful...

May GOD help us all...

October 12, 2010 10:39 AM

Tim R. Temple said...

We Aspergers are notorious for honesty to a fault. On the other hand, my neurotypical wife likes to use allusions, subtle gags, "diplomacy," etc. She automatically assumes everyone else is also a neurotypical and will understand what is meant. With me, she has to stop and translate it for me.

Before we recognized I had Aspergers I would get exasperated and tell my wife, "Say what you mean and mean what you say!"

I couldn't do that with bosses who were giving me instructions using this stuff. I had to go to the manuals behind the boss's back. My nervousness would be taken to mean I was distrustful and up to no good. FAR from it!

There's a manual on how an Aspergers can avoid a lot of these landmines. It is called, "Unwritten Rules of Social Relationships" by Grandin and Barron.

October 12, 2010 10:50 AM

lioneagle said...

@Timothy
Truly I appreciate you, Timothy. Often, you make more sense to me, with Aspergers, than some folks who do not have it.

Boldly spoken truth appeals to me but I have come to understand more that it does not appeal to everyone. The Lord has me in "class" about how to better modify some of my boldness for those who are fragile and sensitive. I must add, however, that GOD designed and engineered some of us to be typically bold for His glorious purposes. Surely, Jeremiah's boldness did not appeal to many but he purposed to boldly declare as "thus saith the Lord." The same can be said about some of the other prophets and spokespeople for GOD.

I retain my foundational boldness but am learning to temper it as the Spirit leads. There are "moments," though, when our Lord leads me to drop Holy Ghost fueled verbal bombs and they are NOT spoken in calm gentle tones - though love is certainly in action. JESUS is the example. Remember when he said to Peter in Matthew 16:23, "...Get thee behind me, Satan: thou art an offence unto me:..." I do NOT visulize that JESUS spoke those words to Peter in calm and gentle tones yet it was necessary to be said.

Before Christ, I was very outspoken, often without compassion. Typically, I was sincere but often sincerely wrong relative to application of truth - the how, what and when....

After Christ, I am regularly sincere but still need much help with how to state truth with love in practice...

Diplomacy is wise to use as long as it does not dilute the pureness of truth. When we read how JESUS spoke to people in the Bible, he did not mince words and some may even believe that He did not engage in diplomacy or political correctness. My prayer is that we aim for how JESUS demonstrated truth - with faith which worketh by love (Galatians 5:6- KJV)

Ephesians 4:15 - KJV

But speaking the truth in love,...

October 12, 2010 11:41 AM

MTJ said...

Hi Sandra,

I believe that just as God's word is representative of His integrity, my word is representative of me. If I don't honor my words, what good is my word? That's why I don't commit myself to anything quickly. If I'm asked to commit to something which I know I won't honor, I'd rather say, "no", than offer up some excuse to explain why I couldn't make it.

People may easily forget what I say, but folks have a knack for remembering what I did. Christian and credibility are paired because credibility has to do with honesty, truth, reliability and integrity. If I'm not honest, truthful, reliable and lacking integrity, what does that say about my witness to Christ? I'm a poor example of a follower of Christ.

Blessings and peace.

MTJ

October 12, 2010 6:27 PM

lioneagle said...

Hi MTJ -

You are right about representation - excellent point. I agree with you not to commit to anything quickly - that is wise.

Your second paragraph is chock full of true expressions - excellent points!

October 12, 2010 9:51 PM

B. Niles said...

Great post Sandra. I agree with all the comments. I use Col.3:17 as my guide, "And whatever you do, whether in word or deed, do it all in the name of the Lord Jesus..."

I try to let that govern what I say and do, how I say and do it and whether I say and do it at all. Because if I say it, I'm bound by my word. So I'd rather say no to something and then come back and say yes when I'm sure, than say yes, and have to come back and say, sorry, I can't do it. James says, "We all stumble in many ways. If anyone is never at fault in what he says, he is a perfect man, able to keep his whole body in check" James 3:2.

I'm not perfect yet, but this one thing I do, "I press toward the mark..."

October 13, 2010 8:09 PM

lioneagle said...

Hi Beverly -

Thank you for your comments. In particular, this comment from you appealed to me, "...I'm bound by my word." You are right, Beverly. That is so important.

I believe that we have a mandate to be true to the truth. Integrity and credibility is very essential...

October 13, 2010 8:24 PM