Customer service isn’t just a department—it’s a company-wide responsibility that extends far beyond a designated week of celebration. As we wrap up Customer Service Week, I’m reminded of a powerful question posed by Lori Guest: “What’s one basic skill that every employee should receive training on, but few actually do?”
My answer is simple yet profound: learning to manage the moment. This concept stems from Yan Carlson’s wisdom that every interaction someone has with you is an opportunity to form an impression. This fundamental truth is often overlooked in training programs, yet it’s the cornerstone of exceptional customer experiences.
Why Managing Moments Matters
Too many organizations fail to recognize that customer service isn’t confined to frontline staff—it permeates every corner of the company. When I consult with businesses struggling with customer experience, I often find they’ve limited their training to customer-facing roles while neglecting everyone else.
The reality? Every employee contributes to the customer experience, whether they realize it or not. The accounting clerk processing refunds, the warehouse worker packing orders, the programmer fixing website bugs—they all impact how customers perceive your brand, even if indirectly.
Managing moments means being conscious that each interaction creates an impression. These impressions stack up to form your personal brand and, by extension, your company’s reputation.
Training Everyone to Be Experience-Minded
What would change if every employee received training on managing moments? I believe we’d see organizations transform from the inside out. Here’s what this training should cover:
- Awareness that every interaction—internal or external—matters
- Understanding how your role connects to the customer journey
- Communication skills that create positive impressions
- Empathy and active listening techniques
- Problem-solving with the customer experience in mind
This training isn’t about adding responsibilities—it’s about changing mindsets. When employees understand they’re all “acting chiefs of experience,” they approach their work differently.
Internal Service Affects External Experience
One aspect often missed is how internal service between colleagues directly impacts customer experience. When departments work in silos or internal requests go ignored, the ripple effects eventually reach customers.
I’ve seen countless examples where poor internal communication led to customer disappointment. The marketing team promises something the operations team can’t deliver. The sales department makes commitments the support team isn’t equipped to handle. These disconnects stem from employees not managing moments with each other.
Every interaction somebody has with you is an opportunity to form an impression.
By training everyone to value each interaction—whether with customers or colleagues—we create a culture where exceptional service flows naturally from inside out.
Beyond Customer Service Week
Customer service isn’t a one-week celebration—it’s a year-round commitment. For many companies, it’s 24/7, 365 days a year. The most successful organizations I’ve worked with understand this and make managing moments part of their DNA.
The companies that excel don’t view customer service as a department or function—they see it as a philosophy that guides every decision and action. They train all employees to recognize their role in the customer experience ecosystem.
So as Customer Service Week ends, I challenge business leaders to consider: Are you training all your employees to manage moments? Or are you limiting this critical skill to certain departments?
Remember, everyone on your team is the acting chief of experience. When each employee understands how to manage moments—both with customers and colleagues—you create a powerful foundation for exceptional customer experiences that drive loyalty, word-of-mouth, and business growth.
