Customer Service Made Easy

Volunteering in the forest is something I do most weeks. I'm part of a small team helping manage an overgrown woodland. The tasks are straightforward, but they require teamwork, communication, and a sense of responsibility for both the environment and each other.

Last week, something happened that made me reflect on the essence of good customer service. A man approached me, clearly agitated, asking, "Who’s in charge?" I pointed him towards Mike, who greeted him with a smile.

I didn’t listen in on their conversation, but I later learned that another group who work in the woodland had left some equipment on his land. While they had left it there with permission, the arrangement was meant to be temporary—just a few days. But over a month had passed, and understandably, the man was upset. He had been waiting, expecting the equipment to be moved, but nothing had happened.

Now, Mike couldn’t solve the problem right then and there. But he did something that was arguably more important—he listened. He gave the man his full attention, acknowledged his frustration, and showed genuine empathy for the situation. Mike assured him that he would inform our project manager, who could contact the group responsible for the equipment. The man left. He wasn’t thrilled, but he was noticeably calmer and seemed satisfied that his concerns were being taken seriously.

Listening: The First Step to Solving Any Problem

Mike’s response reminded me of a simple truth in customer service: listening is the foundation of resolving issues. According to customer service principles, one of the most important things customers want is to be listened to and heard. When you give someone your dedicated attention, you acknowledge their problem and make them feel valued. This simple act can de-escalate tension and open the door to a more constructive dialogue.

The Simplicity of Good Customer Service

This experience reinforced a belief I hold strongly: if you get it right at the early stages, it makes things easier for everyone. Too often, we overlook the importance of those initial interactions with customers, clients, or even strangers like the man in the forest. But those first few moments are crucial. They can either de-escalate a potential issue or let it spiral out of control.

Good customer service doesn’t have to be complicated. In fact, the most effective customer service is often the simplest. It’s about being present in the moment, showing empathy, and demonstrating a genuine interest in resolving the issue. These are not skills that require extensive training; they require a mindset focused on people rather than problems.

One key aspect is treating the customer not as an interruption to your work, but as the purpose of it. This mindset shift can make a world of difference. As the saying goes, "A customer is not dependent on us; we are dependent on them."

Training for the Basics: Why It Matters

Which is just one of the things that is explored in our ready-written training session on Customer Service. I’m not going to lie—it’s quite basic. But that’s the point. If your frontline staff get the basics right, 80% of problems never escalate into BIG issues. When staff are equipped with the fundamental skills of good customer service—like listening, empathising, and taking action—they are better prepared to handle situations before they become crises.

It's not JUST customer service staff who make an impression. Anyone who may come into contact with a customer at any time can make a huge impact - for better or for worse. I'm pretty sure that Mike has never had any customer service training, but he just treated this man with respect and courtesy and the issue was reduced.

Anticipating Needs and Providing Solutions

Another important principle is the anticipation of customer needs. In Mike’s case, while he couldn’t solve the problem immediately, he took steps to ensure it would be addressed by the appropriate person. In fact, I heard him speaking to the owner of the equipment an hour later. This reflects another key aspect of good customer service: following through. Customers appreciate knowing that their concerns are taken seriously and that steps are being taken to resolve their issues.

Isn’t that better for everyone?

The principles of good customer service are universal and relevant for EVERYONE. They’re about human connection and understanding, and these principles apply in every interaction, no matter how big or small. So, let’s focus on getting the basics right—because when we do, everyone benefits.

Why not use our ready-written bite-size training module to give everyone a basic grounding in what good customer service looks like?