From the course: Work Stories: Experiences that Influence Careers

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David Brownlee: Real customer service

David Brownlee: Real customer service

From the course: Work Stories: Experiences that Influence Careers

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David Brownlee: Real customer service

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(upbeat music) - We've talked a lot about how to make sure that your customers feel heard, understood and cared for and why that's so important. Now, before we continue, I want to share a story with you. Back in 1994, I was living in Northridge, California, and there was a devastating earthquake, and I was working at a bank as a bank teller at the time, and most of my customers have been through a horrific experience. There was a tragedy that had happened. People had lost their homes. They'd lost their possessions, and some people had lost their lives. And my customers would come in with FEMA checks, and these are checks from the government to help them get back on their feet, and they would share their stories with me. And as a young man, it really helped me understand how empathy can make an impact in somebody's life through retail customer service. And as they'd share their stories with me, I'd have to listen so I could really understand what was happening with them, and they…

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