Friday espresso: More Than Just the Right Words: What Real Customer Service Looks Like
Apr 18, 2025 1:01 am
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More Than Just the Right Words: What Real Customer Service Looks Like
“Say the right thing, and the customer will be happy.”
We’ve all heard that one, right?
Customer service today isn’t just about problem-solving. It’s about presence. People want to feel seen, heard, and valued. Not just handed a rehearsed apology or brushed off with a polite “noted.”
WHY Customer Centricity Is Beyond Polite Words
Customer service is not just following SOP, it’s about really standing in the customers’ shoes.
✅ Polite words don’t always mean real connection.
✅ A script can’t replace sincerity.
✅ Customers know when you’re saying something vs. meaning it.
So the real question isn’t: Are your staff saying the right thing?
It’s: Are they truly showing up for the customer?
WHAT Makes Service Truly Memorable
Great customer service isn’t a checklist.
It’s a human experience.
Here’s what that really takes:
🧠 Mindset – Owning the customer’s concern as if it were your own.
💛 Empathy – Hearing the emotions behind the words.
👌 Willingness – Not just understanding the problem, but acting on it.
Customers don’t remember every word you say.
They remember how you made them feel.
HOW Can We Build Customer Service That Connects
It starts with adding a little extra on top of the standard scripts.
It’s about building emotional intelligence, cultivating a customer-first mindset, and giving teams the tools, flexibility and accountability to respond with authenticity and care.
💡 Encourage presence over politeness.
💡 Recognize small moments of human connection.
💡 Support staff in taking ownership—because real service comes from within, not from a manual.
Let’s move beyond lip service. Let’s build customer experiences that matter.
So—next time you pick up the phone or respond to a complaint, pause for a moment.
Ask yourself, “Am I just saying the right thing? Or am I truly being present?”
At the end of the day, it’s not just service—it’s connection.
To celebrate Parents Day this May and June, we’re offering a special series of in-house programmes designed to empower your people—not just as professionals, but also as parents. We titled this series or learning interventions Work-Life Power Skills.
Celebrate Parents’ Day with skills that lead in both boardrooms and living rooms
Featured Programmes:
✅ TimeSmart Working Parents
– Practical tools to juggle responsibilities and stay focused
✅ Achieve through Change
– Navigate transitions with resilience and clarity for all the roles we play in VUCA environment
✅ WoWMom Leadership
– Empowering leadership for working moms
✅ Think on Your Feet
– Communicate clearly and confidently in any situation, at home or at work
If you are interested, email us at customerservice@mq.com.my. We’ll be happy to share more details and work out what fits best for your people.
That’s the espresso, keep the momentum! ☕
Stay caffeinated & curious!
Koo Lily
l Founder of mq Training Coaching Consulting l
Leadership Coach l Change Facilitator l Speaker l
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