A Customer Service Training tale


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Three mans were asked about the purpose of their job, the three of them were performing in the service industry in different positions. One of them, in an Executive role, pointed out:

” My role is to execute the strategic plan according to our Budget, and make sure we meet the goals”.

The other man, a middle manager in a retailing business, said :

” My main dutie is to ensure the smooth operation of the Store “.

The third man, a Customer Service Representative, in the Transportation Industry said:.

” My goal is your goal, our goal, to make others feel happier,close to one another, warm up our hearts, and help each other. Doing it that way, without any uncaring barrier or distorsioned vision,I feel free,rewarded, and fulfilled. And you feel cared, special and valued.”


¿In wich way we could otherwise evoke those feelings from both perspectives(customer and service provider)?. Sure there´s no better way for achieving that, and the cost of such a strategic and pivotal initiative it´s not mainly monetary, albeit it has an enormous personal and financial Return on investment.

David Camps
Customer Service professional and passionate about related areas like customer experience, consumer psychology and organizational development.Founder of the client-experience project.


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