National Customer Service Week 2025 Service with Respect
James McConville
|07 October 2025
As we celebrate National Customer Service Week, I have been reflecting on what respectful service means. My role, working as Quality Assurance Manager, means I ensure the satisfaction of our customers. I listen to customers who are frustrated and need to be heard. These are not always easy conversations, but they are vitally important.
The Role and Daily Experience
Day to day, I work with customers who perhaps feel something has gone wrong. Concerns can range from simple misunderstandings that are swifty solved to complex issues where emotions are running high. My priority is to make sure every customer feels listened to and treated fairly. The way we communicate can make all the difference.
Service with Respect
The theme of Service with Respect really resonates with me. Respect is about listening without judgement, staying calm in tense situations, and recognising that behind every issue is a person who deserves dignity and understanding. When someone is angry or upset, it is rarely about me personally. It is usually about the difficult situation they find themselves in. My job is to separate the emotion from the issue, and to respond with patience and empathy.
That said, respect must work both ways. Research shows that 42% of customer service colleagues across every sector have experienced abuse in the previous six months, up 19% from March 2024.
This level of abuse poses a significant worry for the wellbeing of people. I am proud to be part of a Company that adopt a zero-tolerance approach to such abuse and takes a firm stance against such behaviours.
Handling Difficult Conversations
Some of the most challenging interactions have turned out to be the most rewarding. I have spoken with many Customers who began the conversation extremely frustrated. By letting them speak, acknowledging their feelings, and carefully explaining our next steps, the tone of the discussions can and often do shift.
One Customer recently left us a particularly negative review raising a number of issues. On review, it was apparent the Customer just needed the process explained and to have a conversation around it. By the end, not only had we resolved their issue, but they thanked us for the respectful way we handled matters, and they proceeded to update their review:
“I was frustrated and left a negative review about the service I had received. Not long after, I was contacted and that is when everything changed. They [Carpenters] showed genuine interest and professionalism, keeping me informed about even the smallest of updates. Communication was clear and consistent, and I truly felt like I mattered. Everything completely turned around”
Moments like that show why empathy, professionalism and a little bit of patience matter so much and how they can turn things around.
Training, Tools and Support
To manage difficult conversations effectively, training and support are essential. Regular coaching, roleplay, and open discussions with my team help us build resilience and confidence. I also focus on providing constructive feedback, celebrating successes as well as highlighting development areas to improve. When the team feels supported, they are better able to provide a respectful and effective service to customers.
Supporting Vulnerable Customers
Part of delivering respectful service is recognising when a Customer may be vulnerable. Sometimes it is clear, but often it is subtle. Slower responses, signs of distress, or confusion can indicate that extra care is needed. In those cases, we take time to adapt our approach, simplify information, and ensure the Customer feels fully supported.
Why Respect Matters
Working on the frontline of customer satisfaction has taught me that respect is the foundation of good service. We cannot always change the outcome, but we can always choose how we treat people. Respect builds trust, even in difficult situations, and it can turn a negative experience into one where the customer feels valued.
National Customer Service Week is a reminder that great service is rooted in respect and communication. I feel proud to help customers a at Carpenters every day and to be part of the customer service community.
