"Excellent customer service"

I'm finished with my new CV (actually tired of my current part-time job – time to look for something better!), and one of the things it says is that I can deliver excellent customer service. This made me question what it actually is and how much it matters, if at all.

I remember a coffeehouse back in my hometown that was my favourite ever since I visited it for the first time. Yes, the location of it was perfect, the coffee there – good (though slightly overpriced), I also liked the interior and the background music. But what made the atmosphere so special, what was constantly calling me back (and oh, I used to go there really often, and spend hours of my time!)? The people that worked there. They would always be friendly, deal with me not being able to choose a coffee quickly, and give great recommendations. Sometimes we would chat for a bit. I knew their names, and they would recognise me on the street and say hi.

via Coffee Inn

I think it was back in those days that I actually started wanting to become a member of staff at a place like that (before then, I only wanted to own something similar to it :) ), and be one of the people customers want to come back to. And while the café I work at is way different, I try to apply the same rules to myself. Yes, I might not know some things perfectly well. I can forget, or make a mistake. But I always try my best to correct what I did wrong, and don't forget to smile even when it's not easy because in fact my mood is below average. After all, I'm only a person.

Someone who was once a customer has become a friend of mine (and thanks to him, I've met someone who has become one of my best friends!), and there are people I can sit down and talk to when there's nothing I have to do (and we do have those moments – or even hours). If I recognise a person, I say hi to them on the street (ironically enough, I'm not always remembered: one of the regular customers yesterday told me that back when I said hello in the train station, he couldn't remember where he knows me from, even though he did say it back). I know some of their names, I know some of their stories. That's the best part: you meet people you probably never would otherwise. Some of them are amazing, many – not that much, but you deal with that. An I might be idealistic, but that's what I believe great customer service is about, after all – not only the things you do, but the way of doing them too: giving not only a cup of tea, but a wee nice experience as well, and making sure that you leave the best impression.

I must admit, I don't always manage to provide customer service THAT good. But I'm learning.

Me in the mentioned coffeehouse. A photo taken a while ago by my awesome friend Mindaugas.

P.S. On a completely unrelated matter: I LOVED this encouraging and inspiring post by Jennie May, I suggest you read it too!