Customer Service is…
Working three hours past lunch time to fix problems.
Staying a little late waiting for a meeting to finish.
Relentlessly tracking down a customer who works odd hours.
Cover for a teammate when they get sick or slammed with work.
Communicate outages and issues to the larger team quickly and accurately.
Read notifications about upcoming maintenance.
Read emails from the team and management.
Toiling all day in a basement then leaving to a beautiful sunset.
Saying Yes. And meaning it.
Promising to followup. Then following up.
Taking time to answer questions. No matter how mundane or simple they may appear.
Speaking slowly and clearly.
Remembering to smile.
Calling people by their first name or preferred title.
Politely pushing back when a customer want something unethical or illegal.
Treating every customer like they’re the first person you’ve seen that day.
Knowing every problems has a solution.
Putting the customer first.
Remembering the customer is a human being too. Not a ticket number. Not a line on a spreadsheet.
Remembering we are all fallible.
Remembering we all make mistakes.