Real life customer service + CX: Making a human connection

When you engage with individuals from the restaurant industry, you'll often hear a recurring sentiment: "It should be a mandatory experience for everyone to work in customer service at least once in their lives." Why? Because customers can sometimes be less than considerate, and in some instances, they seem to forget that service workers are actual people, not just employees. If this connection is challenging to establish in face-to-face interactions, the gap between customers and workers is only amplified when it occurs behind a computer screen.

So, why is it crucial to bridge the divide between customers and employees? The answer is straightforward: to enhance the overall customer experience. While there may be a few difficult customers, the majority of people appreciate it when their server cracks jokes, adds a personal touch, and transforms a meal into a memorable experience. I pondered, how is this any different from CX?

The simple answer is that it isn't. In a restaurant, people come for the food and drinks, but loyal patrons return for the exceptional service and inviting ambiance. Similarly, in CX, individuals can swiftly become devoted customers or disgruntled ones based on the quality of customer service they receive.

When customers reach out with their issues, suggestions, or even small details, they want to feel heard, and often, even if they're not consciously aware of it, they yearn for another human to assist them. By infusing a human touch into customer service, the CX always concludes with customers leaving happier than when they arrived. While they may not be able to leave a monetary tip, they often reciprocate in the CX world by spreading the word to friends and family about the exceptional customer support provided by a specific company.