What moment/experience taught you the *most* about customer service?

When I was 19, I got accepted into a five month college internship at Disneyland where I spent eight hours a day in a booth selling tickets and annual passes (in a costume I might add!). The training was intensive and I had a spiel I had to repeat to the every guest (hundreds a day). It was an incredible opportunity and I learned so much about customer service. 

I was security at a casino in Las Vegas almost 10 years ago, now. I learned the fine art of ruining a drunk's good time and having them still happy enough to thank me as I'm walking them out the doors. It was a great experience dealing with bad customers, at their worst and still having to maintain a positive demeanor and a good customer service attitude. 

What I learned was that the customer was not always right, but that doesn't mean I need to lose control and drop down to their level. Regardless of their behaviour I need to always be a professional. 

The positive side of that, is learning that even in a job that isn't traditionally a role designed to keep people happy, I could make a positive difference. Understanding the customer's needs and adding a touch of humor can really build up a positive relationship. It wasn't the big things, it was the small surprises that helped to improve someones experience. 

One word: waitressing. After years supporting myself in college and beyond with waitressing, I'm convinced everyone should spend some time as a "server." It's a crash course in service, sociology, anthropology and human psychology!

Our current business! Customer Service is everything in the small business world. 

Example: We shipped an order. Perfectly packed and sealed. By the time it got to the customer, it was completely destroyed and product ruined. (Customer send pics) It wasn't technically our fault, but more on the shipper. But if we don't replace the order we lose a customer, if we replace the order we loose on the whole order and don't make a penny on the customer. However, we chose to try to please the customer and replaced the order and reshipped. We now have a customer for life (and more). They said that they now tell all their friends and relatives how great our company is. :)