A Tale Of Two Customer Service Experiences.

Timothy S. P. Leow
Jul 27, 2017 · 2 min read

I have had two customers face issues this week.

One is in Rayne, Louisiana (let’s call him Frog).

The other one is in Prairieville, Louisiana (let’s call him Cat).

Frog needed to change his bank account information.

Cat needed to get a new piece of technology.

Frog called some 1–800 number that he found.

Cat texted me directly on my cellphone.

Frog ended up faxing sensitive documents to the wrong fax number, 3 times.

Cat got a new machine the next business day.

Frog got upset at me because he wasn’t getting money in his new bank account.

Cat was happy that he got new equipment, personally installed by yours truly.

Frog is stressed out.

Cat is satisfied.


I’m always amazed by customers that call 1–800 numbers before they call, text, or email me. The person on the other end of that line has no personal vested interest to help them, other than the fact that they get paid $10.00 per hour to do so. When you call a 1–800 number, you’re just another number to them; when you call me, I look at you as a personal friend and take the responsibility to assist you.


I used to be a big fan of my phone company. Whenever I had a problem, I could call them and push 1–0 and talk to a live agent, who was always super helpful in meeting my need. I would always laugh a people who would complain about their cell carriers, and the bad service they got. I would also laugh when people tried to switch my based on price. I think I even said:

Even if I’m being charged MORE, I would never switch because I know that I can depend on the customer service with company X.

Last year my cell carrier decided to go to an automated system. What that meant to me is that they no longer had a blue ocean of customer service, but rather now have to compete in a red ocean- one solely on price.


There is nothing that can replace direct human interaction, and in a world filled with AI, you must do something to make yourself irreplaceable. I don’t know how the situation with Frog or my cell company will play out, only time will tell. One thing I do know is that my customer service team is world class- a fact that Cat can attest to.

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