Customer Service as Kindness

Starting a new year during a pandemic is a mixed bag. Of course we want to be optimistic and hopeful, goal oriented and motivated. However, the past 2 years have been wearisome, and many are discouraged. While we can’t change the outcome of events on a large scale, we can certainly make a difference in our everyday interactions.

Great customer service can go along way to make people’s lives easier and days brighter. Responding to emails and phone calls in a timely manner keeps the customer or client from wondering, fretting, and possibly going elsewhere to have their needs met. Following through with what you said you would do, again, in a timely manner, gives people confidence and trust in your services. Look for ways to make things easier for people, whether it’s electronic signing or redirecting their inquiry to someone who can help them better; people appreciate saving time and extra decisions or steps to make. Admit when you’ve made a mistake and attempt to make it right. Stay humble and don’t get defensive if there was a misunderstanding or problem. In a world of automation and technology, it is so refreshing to be able to interact with a real person who can help in real time, especially if they are caring and thorough. In all your communication, from answering the phone to responding to an email to in person interaction, be polite and responsive.

Acknowledging there are staffing shortages, employee absences, supply chain delays, and societal unrest, it is hard to keep up moral, productivity, and motivation. However, we will emerge from this valley and truly the best outcome is that we have maintained some great relationships and people to depend on. When it’s hard to see the light, keep doing the right thing, the good thing, the helpful thing to make your part of the world a gentler and kinder place.