Doctor Who Knows Customer Service


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I am revealing a new level of my nerdiness here: I’m a huge Doctor Who fan. And, if you know me, you know I love connecting things in my life to customer service.

Doctor Who is a BBC television show that features The Doctor, a time and space traveling “time lord” (alien being) who explores the universe in a blue British police box called a TARDIS. He, along with his companion, encounters aliens, saves planets and civilizations all while righting the wrongs of history (the ones that are not “fixed”, I should add).

So, here is my explanation of why and how The Doctor is taking customer service to the next galaxy:

The Doctor Focuses on the Experience

The Doctor finds a human companion (always a female) to take with him on his journeys in the Tardis. She is living a regular, often banal life before they meet. He then takes his companion’s lives from ordinary to extraordinary and it becomes his main focus throughout the entire show. Where do they want to travel to? What adventures do they want to jump into? He pays close attention to what they want to get out of the trip and makes sure the experience surpasses it. He gives his companions the trip of a lifetime by inviting them aboard his ship and sailing into the stars.

The Doctor is Proactive

The Doctor thinks ahead for the whole picture of the giant universe. When it comes to a situation, he kicks the proactive decision making up to the next level by focusing on what’s going to help everyone in the long run. He successfully delegates jobs if he knows he cannot solve them on his own. He looks to the future (because well, he’s already been there) and he looks to the past (since he’s been there too) to figure out the best way to resolve a problem.

The Doctor Does What’s Right

The Doctor is fair. Even with the bad guys. He does what’s right for the sake of the universe, no matter what anyone else says. Despite his good intentions, problems always arise. Through these problems, The Doctor is hands down the most reliable individual that you could ever meet. He always comes through. He’s reliable and trustworthy. Even when you think it may be the end of everything with a Dalek ready to shoot you down, he’ll be there to make sure you survive.

The Doctor is Empowering

The Doctor sees the good in everyone, even the bad guys. When he says, “You’re brilliant!” he truly means it. He empowers his companions by giving them information they need on “timey wimey stuff”, resources to rely on for additional details and helping them solve problems on their own, even when they may not believe they can. Donna Nobel is one example of a companion who always exclaimed, “I’m a nobody. I’m just a temp from Chiswick!” However, she ended up saving the universe.

Overall, we know the importance of the customer experience and how we want to truly knock our customer’s socks off. We want to be proactive in our decisions and leadership while doing what’s right for everyone involved. We want to empower our customers and our team of employees, showing that everyone does matter.

Now, if you have Netflix, start watching some Doctor Who and think of other ways we can relate The Doctor’s greatness to customer service.

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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