Passion. Purpose. Perseverance. These three words, while seemingly simplistic in nature, highlight a higher ideal and calling. Anyone who has ever worked in customer service understands the unique challenges presented by this career. The needs and expectations of a caller can swing widely and vary greatly from one call to the next. At one moment, a customer service rep (CSR) is helping to process an order; in another, they are calming a concerned customer and offering an assurance of resolution. CSRs have the unique opportunity to connect with people at the highest and lowest points of their experience with a brand.
While the average phone interaction lasts a mere three minutes, the impact of the call can last a lifetime. In that three minute window a sense of caring can be conveyed: encouragement can be offered: a laugh can be shared and a burden can be lightened. CSRs have the unique opportunity to build a connection from a customer to a brand simply by listening to understand. As a result, callers will feel valued, validated and appreciated.
I have had the honor and pleasure of working with many amazingly talented and passionate individuals over the course of my career; this statement is most epitomized by the team at Marketing Support Network. Every day the MSN customer service team works to further the goals of our clients, while providing a connection that is both personal and professional. They seek to live out the unquestionable principle that customer service is a mindset, not a department.
In light of national customer service appreciation week, I would like to recognize all customer service employees and thank them for their work. To the team at MSN: thank you for all that you do! I am proud of what you accomplish every day and I am grateful to be a part of this team.
Happy customer service appreciation week!