Customer Service Knight in Shining Armor


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I’m still waiting.

I picture it happening like a knight in shining armor, riding up through the woods, on a white stallion, here to save my day from bad customer service. I’m swept off my feet, lifted up and carried on the back of a giant horse to fantasy land where customer service is better than anything you’ve ever dreamed of. It’s where every amazing magical Shep Hyken moment plays out, every where you go.

Then, I wake up.


How many of us read stories of amazing customer service, feel truly inspired and then step out into the world and receive nothing but blah experiences. I must admit, the majority of my customer experiences lately haven’t been anything to write home about. I’m constantly craving that one experience that makes me feel valued, respected and well, pretty dang awesome.

Alas, I wonder, are my eyes just clouded with customer service fairy dust? Are my expectations setting the bar too high? I strive to provide the best customer service that I can, every single day at work. And, the more I read and learn about amazing service, the more I expect it. And, the more I expect it, the less I seem to receive it.

Yikes! Am I turning into a customer service snob? (I’ll save the answer to that for another time).

Possibly, I just need to sit back, relax and to stop looking so hard for ridiculously great service. Sometimes, when you’re not looking for things, that is when they come to you, right?

But, I wonder–am I alone in this? Are we all looking for a customer service knight in shining armor to save the day? Can the customer experience actually be saved? Or, is are these just tall tales, reserved for sharing around the campfire?

Did the customer service knight in shining armor pay a visit to you lately? If so, I’d love to know! Please do share with me in the comments section of this post.

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on


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