One of the service roles which people find hardest to grasp is that of ambassador. Perhaps we don't understand what an ambassador does. We see them often on the news and in movies. On the news they are attending the opening of this event or declaring their government is opposed to that action. In movies, ambassadors are usually eating big meals at fine restaurants, or attending the ballet, or the theatre, and generally living the good life. But surely ambassadors do more than eat and give the occasional speech.
What is an ambassador? It’s the person who represents a country to another country. Someone who is chosen to be THE person to speak to about international issues. This person doesn’t have to know everything. They don't have to be able to solve problems in a snap. But they must listen, must understand the problem, and must work to get the issue resolved. The ambassador is the person who says “I can fix that for you” or “Let me consult with my superiors on that issue” or “I’m sorry, this is Albanian consulate. You seem to be looking for the Algerian consulate. Let me transfer you.”
Ultimately, every call is a fresh issue and a new caller. It is the ambassador’s job to address every situation. Failure to do so gets you recalled to the capital city and takes you away from all those fine restaurants! As ambassadors, we are supposed to straighten things out. We are not to give in; nor are we to hold firm - We are to do whatever is appropriate for the situation. We are to provide satisfaction for both parties. Satisfaction does not mean giving the customer whatever they want. Often, satisfaction can be achieved just by listening or explaining the situation. Customers are not unreasonable, neither is the company. ambassadors must be the most reasonable of all; we interpret policy and adapt to every new issue.
Policy provides the direction but we are the ones doing the steering. We can follow policies, we can grasp procedures, but what do we do when neither is helping with the problem at hand? We do what must to ensure satisfaction to our company and our customers. Face facts: no rule book or operating manual can encompass every circumstance. This is why companies set policy, not make laws. This is also why companies require frontline agents to act with initiative and understanding. Enter the ambassador to put things right.
If that call goes out of your hands because the customer insists on speaking to someone higher up, you have failed as an ambassador. Sometimes you will fail because you simply do not have the authority to fix the issue. Sometimes the caller wants confirmation from the Prime Minister and won’t take your word. Sometimes the problem cannot be fixed in your department. However, the problem is never impossible to solve. As ambassador, you must be able to convey THAT message along with your willingness to do whatever needs to be done to find a solution. If you direct the call and safely place the issue into the hands of the necessary person, then you have done your job. If the caller insists on directing the call themselves to whatever person they think may help, then you have not done your job. You did not assist anyone. Diplomacy has failed, relations have broken down, the army is on the march, and your next appointment will be ambassador to Antarctica!
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