Back when I started this blog my day job was, let’s say, unsatisfying.
This was true on a number of levels, but none more than the lack of empowerment to make a real difference in how we were serving our customers. In practice, this commonly boiled down to only being allowed to do enough to keep customers from complaining en masse on social media – not a very high bar (and one the team often wasn’t even able to reach, due to a lack of interdepartmental communication)!
To Serve Customers was a way to channel my frustration and bring my experience and expertise to people who are open to hearing and responding to the voice of the customer, who really want to know how they can best serve their customers. Plus, I really enjoyed writing blog articles, researching different methods, and learning about different customer care philosophies and tools. But then…
A few months after my first post here, I joined a great team at a company wholly invested in providing excellent customer care, and I got so caught up in utilizing my skills and knowledge there that I stopped posting here altogether. I thought about posting occasionally, and really missed it, but my new job required a good deal of focus and time. I was so invested in succeeding there that I didn’t want to funnel any of that customer care energy away.
Fast forward nearly a year: Covid-19 decimated my new company’s industry, necessitating a (completely understandable!) round of layoffs, which left me high and dry with all this pent-up customer care energy. So I’m back to posting again, and look forward to getting back into the swing of things starting next week. First up, I’m going to talk a bit about the different kinds of customer care companies provide – look for that on Monday. See you then!
