A LETTER to the Future of Customer Service


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Listen here kiddies, life ain’t a bowl of cherries. **Rocks back and forth in rocking chair**

And, don’t get me started on customer service. Phsawww! What is this madness? Back in my day, we were learning the ropes. We had every single opportunity for greatness. Some of us took it and succeeded beyond our wildest imaginations. Some of us, well, went down the wrong path, straight into service H-E-double hockey sticks. Now, I’m not just some cranky, demanding old lady with a wrinkly anchor tattoo on my wrist. It’s just that, well, let’s say, after so many years on this planet, my expectations are higher. The old saying, “what you give is what you get” may not apply within customer service. You can give the most awesome service to hundreds of people…but you may not get it back.

I’m not going to butter you up and tell you about the beautiful parts of working and receiving in the service world. There is absolutely no candy coating when it comes to the level of service you’re going to get from other companies either. Appreciate the amazing service you do receive and learn from the hullabaloo called service you get from those other companies. However, what I will do is give you a L.E.T.T.E.R. that might help you in your own customer service journey. Six powerful words of wisdom for you to hold on to and cherish day in and day out. The opportunity of amazing service is there for you, child! Grab it by the horns and paint the town AWESOME!

A L.E.T.T.E.R. for Customer Service Success

LISTEN to your customers and your peers. Everyone has a story to tell. Quiet down your own trap and really tune in to what everyone else is saying. You may learn something new!

EMPATHY towards your customers. Your peers. Yourself (you are just as important). Understand the pain and frustration of others and of yourself. Recognize that they matter. That you matter. Show that you share their feelings.

TRUST your customers. Your peers. Yourself. Trust keeps customers coming back. Trust opens the door for strong relationships. Trust yourself with your own knowledge in solving problems.

TRY. Try all you can for your customers. Your peers. Yourself. If you can’t solve the problem, find someone else who can. Don’t give up.

ENJOY your job, day in and day out. Life is too short for this other bologna. Some days, you may despise the job. But, use those days as power sources to make change for the better.

RESPONSIBILITY. Take it. Own it. Responsibility, when taken correctly, encourages TRUST. And, TRUST keeps your customers coming. If you don’t do it then who will?

And that, my little kiddies, are my words of wisdom to you, passed down from my generation. Use these rules and apply them to fit your own unique positions.

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 CustomerServiceLife.com.


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