All Aboard the Customer Service Train


Welcome! You have just hopped on the customer service train!


Better double check your ticket though–are you about to board the the Track to Awesome or the Hot Mess Express?

Let’s say you think you are on the Track to Awesome. You’ve got a window seat to soak in the view, lots of leg room and friendly company. During the ride, you hear a loud banging sound, the train windows begin to rattle and then very slowly, the train comes to a halt. The conductor makes an announcement:

We’re sorry folks, the last car in this train has broken down. We’ll need everyone to leave the train at the next station.

Suddenly, you’ve realized your ticket was wrong and you actually did board the Hot Mess Express!

What I’m trying to say here with the train analogy is that everyone in the customer service world has to be on board in order to really give amazing service.

If your customer works with three people and the first two representatives are absolutely amazing; helping answer every question, taking ownership and doing all they can to assist with some friendly chatter mixed in. The ticket then has to be escalated and your customer is completely dropped or replied to with no empathy, kindness or with an answer so technical that it would take an advanced IT person to decode it.

Then, the customer comes back to the original representatives, very confused, angry and frustrated. In some cases, they end up leaving your company.

My questions to you are:

  • How can you all be on board the same Track to Awesome?
  • Is it even possible for everyone to be on the same train?

I’d really like to hear your feedback so Tweet me @commbetterblog or reply to the comments in this post.


Jenny Dempsey is the Social Media and Customer Experience Manager for With over a decade of customer service experience, Jenny has been recognized through social media channels as a thought leader. She is co-founder and a regular contributor on the Customer Service Life. When she's not helping or singing to customers, she is an Integrative Nutrition Health Coach, coaching clients over at her side passion project,

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