Seeking to Serve - Join Our #MTtalk! » Mind Tools Blog

Seeking to Serve – Join Our #MTtalk!

June 18, 2019

Great customer service can make or break entire organizations. Excellent service can leave you feeling special and appreciated, while one bad experience could have you running for the exit.

This week’s #MTtalk chat is about why it pays to put service at the heart of your business.

Please Join Us!

What: #MTtalk
Where: Twitter
When: June 21, @ 1 p.m. EDT (5 p.m. GMT/10:30 p.m. IST)
Topic: Seeking to Serve
Host: @Mind_Tools

I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy.

Rabindranath Tagore, Indian Writer

No Money for Fuel

In my home country of South Africa, there are fuel attendants at all gas stations to fill up your car, wash your windows, and check your vehicle’s oil and water.

A few weeks ago, a young woman stopped at a remote gas station before heading to the city via a long, deserted stretch of road.

But it wasn’t until a fuel attendant, now known as Nkosikho, began washing her windows that she realized she had left her money at home. Already low on fuel, she informed him that she would have to head home to collect her bank card.

Nkoshiko stated that it would be too dangerous to run out of petrol. Without waiting for a response, he filled up her car and paid for it himself, claiming that she could bring back the money “whenever [she was] near again.”

That afternoon, the young woman returned with the money. When asked how he knew she would repay him, he replied, “Ma’am, I’m a believer.”

Beyond the Call of Duty

No matter how well trained a fuel attendant, or any service provider, may be, they would never be expected to pay for their own customers.

However, there was something in this young man’s heart that made him go above and beyond the call of duty to help out a customer in need. Instead of reprimanding her for her error, or leaving her to drive home on an empty tank, he sought to serve her as best as he could.

Furthermore, this story has an unexpected ending: after discovering that Nkoshiko was working to support five children on a low income, the young woman began a successful crowdfunding campaign to help him pay for his children’s education.

Seeking to Serve

During our #MTtalk Twitter chat this week, we’re going to discuss how some people intentionally seek to serve. They don’t do it for money or recognition. They serve from the heart because they want to help.

In our Twitter poll, we asked why we love hearing stories about exceptional customer service. More than half the participants said it’s because we learn from them. You’ll find the poll and all the results here.

We’d love you to participate in the chat, and the following questions may spark some thoughts in preparation for it:

  • What does “service” mean to you?
  • What do people who intentionally seek to serve do differently?
  • Can you learn to intentionally seek to serve, and if so, how?
  • How can “seeking to serve” become part of your workplace culture?
  • How might seeking to serve develop leaders?

Resources

To help you prepare for the chat, we’ve compiled a list of resources that you may find helpful.

How Good Is Your Customer Service?

Customer Service Mindset

SCAMPER

The RATER Model

Developing Good Customer Relationships

Working in a Public-Facing Role

Gagne’s Nine Levels of Learning

Dealing With Unhappy Customers

How to Join

Follow us on Twitter to make sure you don’t miss out on any of the action this Friday! We’ll be tweeting out 10 questions during our hour-long chat. To participate in the chat, type #MTtalk in the Twitter search function. Then, click on “All Tweets” and you’ll be able to follow the live chat feed. You can join the chat by using the hashtag #MTtalk in your responses.

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