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Monday, April 22, 2024

Being Herd: The death of Customer Service

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Family and friends we are gathered here today to bid a fond farewell to a dear friend.  This friend provided answers to our questions.  This friend remained steadfast and focused while solving our most complex problems. This friend was always committed to going above and beyond the call of duty during our times of need.  My friends today we say goodbye to our beloved friend Customer Service.

Birthed from good intentions, Customer Service came from humble beginnings and was known for their treatment of others and exceptional ways. Eager to please, Customer Service was always there with cheerful advice and sage wisdom. Even when we couldn’t follow the directions that came with our product or couldn’t quite figure out what to order, Customer Service would listen intently, internalizing our thoughts and concerns and would assure us that they had the solution we were seeking. In return we became loyal customers, more than happy to share our experiences and send others to visit them.

But lately as time has passed we noticed a change in Customer Service. At one time, the satisfaction of others was their top priority.  They never worried about always being right because your happiness as well as your repeat business meant more to them than anything else and they never wanted to do anything that would tarnish their good name or reputation.

Customer Service seemed to just know what we wanted and would go the extra mile to make us all smile. Their pleasure came from our happiness and you could just sense their pride in a job well done. Their extensive knowledge was both commendable and admirable, leaving many in awe. More importantly, they always had the right attitude and no matter how mad or upset we were at the time, with patience, they always found a way to soothe and comfort us, all the while assuring us that everything would be just fine.

Customer Service was ambitious and spent many hours in training trying to reach the next level of excellence. As a reward for their impressive work ethic, Customer Service had an award named in their honor and soon people from all walks of life would receive this award based on the standards of excellence that Customer Service helped to create.

Customer Service began to decline somewhere in between pay cuts, diminished employee loyalty and sub par business practices. Distance, neglect, lack of face-to-face interaction and automated systems have also attributed to its demise.

If Customer Service were with us today, it would remind us not to weep for them but to find a way to revive what’s been lost. Surely all of the hard work Customer Service produced through the years will not be in vain.

Until that day comes, those of us who us who were privileged to have Customer Service in our lives will cherish those wonderful memories of: “Thank you”, “Please Come Again” and “We Appreciate Your Business”.

Thank you for everything you’ve given us throughout the years Customer Service. You are certainly missed but those that knew and loved you vow to carry on your legacy, somehow.

About Denise

Denise is the owner of Herd Strategies LLC, an Indianapolis based strategic communications firm. She is a professor and a Harley Davidson enthusiast. 

For more on Herd Strategies, visit herdstrategies.com

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