Customer service is your rescue team

Customer interacting with your product is like hiking 🏔️, and your customer’s goal is on the other side of the mountain. The mountain is as tall and wide as their problem is. Your product is the map, compass and technology that helps them get to the other side of the mountain, to their goal.

They have three key factors driving their journey:

• The Goal: They need to solve a specific problem.
• The Solution: Your product is their chosen tool.
• Timing: They need the solution now. Nobody daydreams about how they might navigate your app later. The urgency is immediate.

Where does customer service fit in this context? Think of it like a mountain rescue team. If a customer gets lost or stuck, after trying a few paths, they’ll call for help. That’s when customer service steps in to reorient them and smooth the way forward.

Before contacting Customer Service, customers often feel:

• Frustration/Anxiety: “I tried everything and got nowhere.”
• Disorientation: “I don’t know what to do next.”
• Hope: “I’m calling the experts now. They’ll fix this.”

During the interaction, they look for:

• Relief/Satisfaction: “This rep gets it and is fixing my issue.”
• Trust/Confidence: “I feel heard and understood.”

After the interaction, if done right, they’ll feel:

• Gratitude/Loyalty: Appreciation for the help and the brand.
• Empowerment: Confidence to handle future problems.

To consistently create these positive feelings, focus on:

• Speed: Quick responses.
• Clarity: Clear instructions and guidance.
• Empathy: Recognize and validate their struggle.
• Resolution: Fully solve the problem.
• Follow-Up: Confirm their satisfaction afterwards.

Ultimately, consider customer service as more than just a support channel—it’s the safety rope that keeps your customers loyal, confident, and moving forward toward their goals.

Try and connect with this next time you are helping a customer.

—Ella