Shared values: From classroom lessons to teaching moments in customer service

While the world observes Teachers’ Day on October 5, in India, we celebrate a month earlier, on September 5, to mark the birth anniversary of Dr. Sarvepalli Radhakrishnan, a great teacher, renowned scholar, educationist, and advocate for empowerment.

We've all had different kinds of teachers in our school years. Their influence continues to shape us as professionals. Some inspired creativity, others instilled discipline, while many patiently walked us through challenging lessons. If we reflect, each teacher has made an impact on our lives, just as every customer interaction leaves a mark on both sides.

​

The common ground for teachers and customer service

Patience and endurance

Teaching and customer service require patience. Customers may come to us frustrated or overwhelmed by circumstances. Sometimes, the stress of the moment affects them more than the “issue”. Like teachers guiding students through confusion, customer service professionals' empathy and patience offer clarity and reassurance alongside solutions.

Simple communication

Teachers excel at breaking down complex concepts into simple, digestible lessons. Customer support agents require this skill to help customers find solutions with simple and easy navigation steps. A simplified process helps customers get hooked on our business. 

Empathy and encouragement

The best teachers are remembered for the way they made us feel: valued, encouraged, and raised our confidence to achieve more. Great customer service works the same way. A thoughtful email, a clear solution, or a proactive follow-up can turn frustration into trust and confidence.

Adaptability and continuous learning

Every student is different, and good teachers adapt their methods accordingly. In customer service, no two tickets nor two customers are alike. Support teams offer guided support through calls, live chats, webinars, and one-on-one sessions that mirror interactive lessons.

Beyond the issue

Teachers don’t just answer questions; they prepare us for future challenges. Likewise, customer service empowers agents to not only solve current tickets but also guide customers through proactive tips, tutorials, and community discussions that help them succeed long-term.

Feedback and growth

Teachers evaluate, correct, and encourage us to grow. Customer service thrives on feedback through CSAT surveys, community discussions, and follow-ups. Each interaction is a chance to improve, both for the organization and the customer relationship.

How does Zoho Desk embody teaching principles?

Knowledge base: Articles, FAQs, and screenshots serve as textbooks for customers.

Help center: A virtual classroom for customers to self-learn, track tickets, and stay informed.

Community: A space for peers and agents to exchange insights, like collaborative learning.

Continuous empowerment: Zoho Desk provides proactive support, product updates, product walkthroughs, and trainings to keep customers engaged and confident.

Time for reflection

Just like how our teachers have left lasting imprints on our lives, the service we provide to customers leaves an impression on them. Each successful issue resolution can help a person grow and thrive at work.

We’d love to hear your experiences:

1. Which teacher has influenced you the most, and how have their lessons carried over into your professional life?
   
2. Share teaching experiences you've had with customers: imparting knowledge, building trust, or guiding them through challenges.
   
3. Can you recall a moment where your patience and empathy changed the course of a customer interaction?
   

At Zoho Desk, we believe in celebrating not just service, but the spirit of teaching that underpins it. Thank you for continuing to share your experiences with us; it helps us connect, learn, and grow together.

Happy Teachers’ Day to all the teachers who shaped us, and to every customer service professional who continues to teach, guide, and empower their customers.

Best wishes, 
Lydia | Zoho Desk

• Topic Participants

• Lydia | Zoho Desk

  

• Ram Freedman

  

• Shivani | Zoho Desk

  

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