Why do I have to beg for a napkin and then, once I finally get one, why is it the size of a piece of confetti?

$0.30 for a tiny sachet of Tomato Sauce – are you kidding me?

Do all waiters really suffer from Tunnel Vision – can they really not see that I need something?

If the store’s closing time is 5 PM, why is it that I have to crawl on my stomach to get under the half-lowered doors at 4:45?

When you ring up my order, don’t ask me “Is that it?” – it makes me feel like I haven’t done enough. Try saying “Thank you – is there anything else I can do for you?” – now that makes me feel appreciated and well looked after.

bad customer service

“The bad new is, our customers hate us. The good news is, we have a lot fewer customers than we need to.”


You see, it is the little things that makeup Customer Service and it is a whole bunch of little things all stacked up that makes great Customer Service.

We can immediately improve our Customer Service by simply understanding our place in the world. Each and every one of us does not have a job (and it does not matter what that job is) unless we have customers. Just like life, to get what you want, you have to first help others get what they want. Look after your customers first and they will look after you.

3 Tips to Improve Your Level of Customer Service:

1) Impress…

Just before you pick up that phone or engage face to face with a customer, remind yourself that your goal is to impress them with this interaction. It starts right now!

2) Find the Solution…

Listen & learn what customer wants then quickly figure out how to get it for them.

3) Reverse Roles…

Always put yourself in the customer’s shoes and treat them the way you would want to be treated.

Changing your attitude about Customer Service can truly make your life so much better. When you talk to someone, think about what it is that they want out of their conversation. Help them get it and immediately, your life becomes so much richer and more satisfying. This holds true at home or in the office.

So come on, put away that shovel, Customer Service isn’t dead, it just needs a little TLC!

Until next time…
Jeff Downs

A wise man once said… “Delivering an exceptional customer experience is the most important thing we can do; it’s the reason why we exist, to WOW the customer.”

It just so happens that this wise man was Jeff Downs, and it just so happens that he is our fearless leader, the CEO of Redback.

It’s for this reason that we invite you to complete our Annual Customer Satisfaction Survey. The answers to these questions provide us with invaluable insights and also allow us to improve on our current way of doing things.

Customer or not, positive or constructive – we want to hear about every interaction you’ve ever had with us.

The survey will take around 5 minutes to complete and if you submit your details you will go into the draw to win 1 of 5 VoIP headsets – imagine how amazing your online meetings will be then?

Take part in the survey

Until next time,
Sara and Aiza