Finding Joy in Service
I hope this message finds you well and refreshed after a restful break. I am delighted to be back and excited to share the year ahead with you. During the holidays, I had the privilege of returning to one of my favourite destinations, Vietnam, with my family.
Vietnam holds a special place in my heart, having previously visited twice to lecture at Ha Long University on service leadership and customer experience in the Tourism and Hospitality sector. I always believed I left a piece of my heart in Vietnam, and this recent trip only reinforced that sentiment.
As we explored Vietnam, I couldn't help but notice the level of joy infused into every aspect of the service experience – from the hotels we stayed in to our wonderful tour guides. One particular hotel stood out, where every morning at breakfast, joy was palpable. From the moment you arrived and were welcomed, to every person you passed by in the restaurant, a warm greeting and a smile were shared. I vividly recall one morning when a member of the waiting team was smiling as they diligently cleaned tables. I was so inspired watching him and couldn’t help but reflect for the rest of the day, how do we continue to find joy in service?
A family happy snap with our favourite tour guide, Huong and tour driver Mr Chau.
Finding joy in customer service often starts with a shift in mindset and a focus on the positive aspects of the role. In the spirit of spreading joy in service, here are five key takeaways:
Develop Empathy: Put yourself in your customers' shoes to understand their perspective. Empathy allows you to genuinely connect with the customer and see things through their lens.
Focus on Problem Solving: Take pride in finding creative solutions to customer problems and make it your intention to see every complaint as a gift, and an opportunity to turn the situation around.
Celebrate Success Stories: Keep a record of positive feedback and compliments. Celebrate these stories, as they serve as reminders of the positive impact you have on customers. Go back and visit these on the more challenging days!
Create a Supportive Environment: Foster a positive and supportive work culture within your team. Offering mutual support can make the job more enjoyable and help you find joy in serving customers together.
Practice Gratitude: Cultivate a habit of gratitude by appreciating the opportunities and experiences that come with your role. Focus on the positive aspects rather than dwelling on challenges. At the end of each day, take time to reflect on the difference you made during your interactions.
Our experience reminded me of Mother Teresa's wisdom.
“It’s not what we do, but how much love we put into the doing.”
I have come home even more inspired for the year ahead, after the level of care and joy I experienced as a customer.
I wish you a year filled with joy and rewarding customer service experiences.