Roles Reversed

I work at a front desk that offers free tutoring for VCU students. I pride myself on great customer service and hope that my student workers follow in my footsteps. Our "clients" or customers are students, faculty, staff, and anyone who walks off the streets looking for information about the Univesity. I am a strong believer that even students need and deserve the upmost respect when being dealt with. I had an example just the other day when a girl called, not very happy, because her appoinment that she had made was cancelled. When I asked the girl her name it refreshed my memory as a girl I had callled earlier that morning because her tutor, other students, had called in with an emergency meeting she had to attend. The girl started saying that this has not been the only time she has been cancelled on, turned away or became frustrated with the Campus Learning Center, which also encompasses the Writing Center. After I let her rant for a bit I asked her if she could tell me more about the other times she became frustrated. I wanted to get a sense of what we were doing wrong and how I could help her. She mentioned that the writing center turned her away because they did not have any open appointments and she did not understand the process. Another time her tutor had cancelled because she was sick. She also made a comment that she felt the Learning Center tries to discourage students from coming so that we do not have to higher more tutors. I reassured her this was not the case and that we understand she has made a big step in coming to tutoring. I explained briefly about the Writing Center's wait list and told her to please come in next time and I can explain further. I wanted her to know that we do not want students getting frustrated and our main goal is to help students succeed. To fix the problem at hand I told her to come in between 12-2pm because we had her subject being offered in Drop-in tutoring and I gave her the name of the girl who was doing it. I mentioned that I was going to let Emily, the new tutor, know to expect her. She was pleased with this and I reminded her if she ever had any problems or did not understand somethng to come see me, making sure I gave her my name. I told Emily all about her and she moved to a quiet room awaiting her arrival. They had a great appointment and hopefully she will have many more.
I believe a lot of people take advanatge of younger people and do not treat them with respect. I on the other hand think it should not be this way. I also commend the girl caller for speaking her mind. Even though this is a free service, she (or her parents ) are paying tuition and deserve to get help when needed, within our rules. I believe this is an example to try your hardest to make someone feel welcomed and that you care, especially in the business world. A lot of big corporations have bad reputations but it could take one person to turn that around.