5 Boring Customer Service Stories

I won’t tell you not to deliver a steak to an airport or spend 11 hours on the phone with a single customer. Those are real stories, but they’re also more about marketing than about service. Customer service is what happens to all the other people hanging on the phone while that one customer is chatting away.

When businesses set up well-designed systems, they can deliver customer support that’s high quality, repeatable and scalable. When asked, customers say that respecting their time is the most important thing a company can do.

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Hold on just a second, I need to delight you

In fact, the smoother we make customer support, the more loyal customers become. Smooth support means that there is no unnecessary excitement, there are no hurdles to overcome, and agents don’t need to order flowers to say sorry for the mess. For many customer support teams, smooth support is exactly what they are empowered to provide, every day.

When we get out of our customer’s way, they become the heroes in their own story.

Often the stories we hear are on the extreme ends of customer service. Either the PR team is working overtime to share breathlessly exciting stories of agents going above and beyond the call of duty, or customers are complaining about the gross negligence of their credit card company. Neither of these examples is the gold standard of customer support.

And so, today, we bring you five stories of customer support where the agent simply did their job and got the customer back to work, without the dramatics. No one had to jump tall buildings in a single bound, there were no egregious overtime violations, and customers simply got exactly what they needed.

Try to stay awake, folks.

Illuminate Education answers a question

Matt Dale, VP of Customer Support at Illuminate Education, knows that their clients don’t need any extra excitement in their day. He shared a story where their team’s thorough training kept things moving along smoothly:

Because Kristi had received thorough training during her onboarding and Illuminate Education has a thorough and up-to-date help center, the customer got exactly the answer they needed. By using the systems that had been set up for her, Kristi was able to do her job effectively and got a thumbs up from the customer for doing so.

Health insurance provider makes account update

Usually, a phone call to a traditional industry like an insurance company gets my heart beating a little faster, ready for some conflict. I often have to get up the courage to call, knowing that there will be a fight (usually involving the exclamation “A fax machine? In 2019? Seriously?”). However, if I was looking for excitement, I was calling the wrong company last Thursday. Here’s my story:

I called up my health insurance company to update the address on file, using the phone number listed on their website. After a brief welcome recording, I was prompted to push 2 to update my account information. An agent answered after the second ring, asked me for my account number, name, and date of birth for verification. He took my new address down, thanked me for calling, and I went back to making dinner. I received my next statement in the mail at my new address.

SmugMug simply does the Thing

Oliver Williams, Support Hero at SmugMug, likes to surprise customers … by turning potentially terrible situations into “no big deal.” Here is his typical, boring, customer service story from interacting with a customer last week:

What could have turned into a difficult conversation at worst, and a longer conversation involving the engineering team at best, turned out to be…not that big of a deal at all. The SmugMug team knows what their customers get upset about, so they do the work to make “all fixed!” the boring, everyday response to emails written in all caps.

JobAdder Communicates Existing Bug to Customer

Jez Louise, Head of Support at JobAdder, might make a big deal out of their recent Stevie win for Best Customer Service Team of the Year. But that doesn’t mean her team makes a big deal out of every ticket that comes into their inbox. Even when something out of the ordinary happens, their team handles it and keeps rolling right along:

I updated my own laptop drivers

Sometimes the most boring customer service stories don’t even include a customer service agent. When I needed to fix a computer issue, I turned to Google for help, and I didn’t have a single problem getting help.

The trackpad on my new laptop was lagging, so I searched Google for “lagging laptop trackpad Asus” and found a community support forum with an answer. The solution was simple: I needed to update my trackpad driver via the link another customer had supplied in the forum post. Five minutes later, I had downloaded the new driver and my trackpad worked as expected.

Community support can greatly reduce the amount of effort it takes for customers to get the help they need. While “I Googled the answer” might not make for the most exciting story, it’s almost certainly one of the shortest.

Consistent, reliable service is the best way to delight

The best customer support teams rarely make headlines. They aren’t delivering steaks to their customers on the airport runway or taking pictures with a lost giraffe before delivering it safely home to a child. And while those above-and-beyond customer service stories are fun to read, customers don’t really need that kind of delight to be impressed with a company.

People rarely want "wow" moments in customer service; they just want their problem gone so they can get back to their lives. And the best way to do that is with consistent, reliable and effective service, delivered by people who are empowered to actually help and supported by businesses that train and pay them well.

Businesses who want to deliver consistent, high-quality customer experiences need to embed a customer-centric focus across their organizations and to let that focus create the time, authority and capacity for the customer-facing teams to do their best work.