Appreciate The Learning Opportunities In Customer Service

Carls-JrOur customer service team at Phone.com has a peer recognition program called Smiles where each employee can nominate each other for their amazing work. We also place positive customer feedback into what we call The Smile Box. Each week, we draw names from the box and share the winners with the team. Then, each winner gets to select a $10 gift card. Pretty snazzy, right?

I was on a mission to purchase some gift cards to replenish the stash and I know a lot of our team eats at Carl’s Jr. (@CarlsJr) so I popped over there to purchase a handful of cards.

As I walk in, I’m greeted immediately by a woman who appears to be the manager. I don’t typically eat at this establishment but I was definitely surprised by the attention right away. I approach the counter and let the cashier know that I’d like to purchase four gift cards. She smiles and says, “You bet! I don’t quite know how to do that but let me get my manager.

She calls the manager over, the same woman who greeted me walking in the door. She’s smiling and talking to me about purchasing the cards and showing the cashier exactly how to do it.

The cashier then smiles at me and says, “See, I now know how to do this, thanks to you. I appreciate the learning opportunity!

I smiled and told her I loved her enthusiasm. What an awesome mindset to have!

She could have totally blown it off, been annoyed that she had to get a manager and not been thrilled to learn something new. Instead, she took it as a golden OPPORTUNITY to help the customer (me) now and those in the future.

What Carl’s Jr. Did Right

Empower to Ask: They empowered their employee to ASK for help. She had no problem reaching out to her manager to have her show the way to process gift cards.

Appreciate the Opportunities: The employee had the mindset to see this as a learning opportunity rather than feeling stupid about not knowing how to do something.

How many times a day do we appreciate these gems of learning? Do we often overlook how beneficial these actually are?

I encourage you, the next time you have to learn something new on the spot, to appreciate the opportunity. It can only help you in the long run, right?

[custom_author=jenny]

Jenny Dempsey is currently the the Social Media and Customer Experience Manager for NumberBarn.com. She has worked at tech startups since 2005. She's the co-founder and regular contributor over at CustomerServiceLife.com. She's a certified health coach, but not the kind that forces you to only eat cardboard and deprive yourself of ice cream. JennyDempseyWellness.com, the company she started, was designed to bring a new type of wellness into the workplace, one that gives you permission to look deeper into yourself, rather than just on the healthy snacks in the break room. She is the mother to a toothless rescue cat named Chompers. Avocados and veggie tacos are the way to her heart. She's also a Hanson fan for life.

2 comments

  • Great post, Jenny! I’m so impressed by the mindset of that employee. I wonder if she’s a star or if the culture of that restaurant is like that. Very cool.

  • I love a good lesson learned. And I love an genuinely enthusiastic employee that wants to learn as well. The combination of the two is perfect. Great post Jenny. Thanks for your words! xo

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