Uplifting Service

Redefining Service

Declining levels of customer service are epidemic. “Customers are angry and complain. Service providers are irritated to the point of resentment and resignation.” Problems abound because people tend to think of service as a humble occupation. The notion of service implies subservience or acting like a servant. Indeed, the word “serve” is derived from the Latin word for “slave,” and no one wants to be a slave. Clichés such as “the customer is always right” further undermine the value of providing good service: Customers may be wrong. For example, someone might misunderstand what a product does or might not read the fine print on a package.

Employees must redefine what it means to serve. Rather than regarding service as deference, they must see it as creating value for others. Instead of viewing service as a chore, staff members should “uplift and inspire others.” People want to feel connected. Customers want to be surprised and delighted by great service. Service is more than fulfilling customer requests. Service requires being curious, applying what you learn and inspiring others.

Providing “uplifting service” means taking customer service ...