WEEK 1
Before leaving for Connecticut to embark on this new journey as a marketing intern for Deary’s Gymnastics Supply, I would have never believed you if you told me I would be concerned with the communication patterns within the office. I honestly wouldn’t have believed if you told me I would be concerned with anything outside of Photoshop or Illustrator because that was the only thing I couldn’t wait to use. It’s easy for me to get lost in design, utilizing my creativity to produce advertisements and flyers that are pleasing to the eye. My first week however I realized I would be learning much more than creating effective products, but rather how to not only interact, but also operate with others while being at the “bottom of the food chain.” I realized it’s easy to just slip by in a big company, doing only what is expected of you and nothing more, without being noticed whether it’s good or bad. In a small company however, it is not quite as simple. I work in a small area with 8 desks, all separated by half walls. No click of the mouse or conversation goes unnoticed, making it easy to evaluate relationships between employees based on the demeanor of their communication. As an outsider it would be easy to see who the “head honcho” is and who has more authority than others. Communication is constantly flowing to and from them, whether they are being asked questions or giving directions, they are the one’s who can be seen communicating more frequently.

            Since DGS is a company based around supplying consumers with gymnastics equipment there are sales reps constantly on the phone, talking with customers about sales, returns, issues and concerns. Without even hearing the other side of a conversation, it’s easy to distinguish the happy customers from the not so happy based on the responses coming from this end. There is always a change in response but never a change in tone. No matter how rude or stubborn the customer may be, this is customer service and “the customer is always (usually) right.” It doesn’t matter the length of a conversation, the friendly tone never changes. However, the second the call is over the tone changes and something is bound to be said, confirming the caller was unhappy. This has also taught me that it’s not what you say, but also how you say it. Tone plays a huge role in the way people depict the meaning of what is being said. From the first week alone I’ve noticed this many times within the office and I’ve already started to critique the way I talk. I’ve realized that just because I may be in a bad mood doesn’t mean I need to bring it to work. My attitude doesn’t have to affect the way I talk to others and change the tone of everything I say. What you say and how you say it are totally different things and listening to customer service day in and day out has provided great evidence for this, even after only one week!