The Real MVPs: Customer Service: Thank You for All That You Do!

I'm Alisha (Ali) Joseph & I've created this newsletter as a "safe space" for contact center customer service leaders & professionals. I write about all the nuances & day-to-day chaos, challenges, wins, trends & needed changes with customer-facing teams (experience, support & success), specifically in startups. I "grew up" in startup contact center customer service from frontline to leadership, working with different BPOs, tech tiered teams, senior leadership etc. I share my unique experience & guidelines with the hope that it impacts people in a positive way, drives quick wins in your day-to-day & continue to strive for department excellence in the ever-changing world of customer service!

It’s Customer Service Week & NO, this should NOT be a week of handing out pizza parties & business decks. I've worked in companies who put effort in celebrating customer service week & I've worked in companies so out of touch that they didn't even really recognize this week. When I think of Customer Service Week, I automatically think of frontline agents simply because they are taking on the most: good, bad & ugly from customers, leaders & all the different happenings & initiatives within their organization. But honestly, every role in customer support matters, there's so much that goes into the day-to-day & YES it can be very chaotic!

In this article I want to take a minute to show serious love to the folks who keep things running smoothly in customer support. From the agents to the leaders at every level—this is all YOU.

To Our Amazing Agents:

You’re the ones in the trenches every single day. You see it ALL & you do it with a smile even when you shouldn't and you can’t be thanked enough for:

• Keeping your cool: Whether it’s handling a frustrated customer or trying to calm someone down, you do it with patience and empathy.
• Solving problems like a boss: Whether you’re walking someone through a solution or troubleshooting really quickly, your resourcefulness is unmatched.
• Rolling with the punches: Every day brings some, and you crazy shit & you just go with the flow like it’s second nature—whether it’s a new tool, a sudden policy change, or a curveball from a customer, hell even from your own manager.

To Our Fantastic Team Leaders:

I know most times team leaders you are usually left in your own "bubble" & not in a lot of the conversations you should be in. Just know you’re the glue that holds it all together, and your teams wouldn’t thrive without you. Here’s a big thank you for:

• Having your team’s back: You’re always there, making sure they’ve got what they need, whether it’s training, motivation, or just someone to listen because they know you know first-hand what they're dealing with.
• Leading by example: You show what it means to be a strong leader—whether it’s handling a tough situation or managing your own workload like it's nothing.
• Pushing for excellence: You know the balance between supporting your team and driving them to be the best they can be.

To Our Strong Managers:

You’ve got the bird’s-eye view and are constantly making sure everything’s on point. We are the voice & advocates of your teams & operational resources. Here’s a massive thank you for:

• Seeing the big picture: We're always thinking ahead, aligning what your teams do with the company’s goals—and making sure it’s all working together.
• Being an innovator: You’re always on the lookout for the next big thing to improve workflows or technology—keeping the team ahead of the curve.
• Fostering collaboration: You make sure departments are talking to each other and working together like a well-oiled machine & at times, even if that means overstepping a bit to get shit done!

To Our Senior Leaders, Directors & VPs with the Vision:

You’ve got the steering wheel, and your leadership sets the tone for the entire "ship". Thanks for:

• Setting the direction: You're painting the big picture daily and help everyone stay focused on the goal, making sure we’re all moving in the right direction.
• Investing in people: You understand that people are the heartbeat of customer service, and you make sure they feel valued and supported in their growth.
• Driving innovation: Your willingness to embrace change and try new things is what keeps customer service thriving and evolving.
• The "Big Brother" Blocker: This is not easy at your level but there are some of you that really drive the anchor at protecting your service teams, pushing back where needed, telling the story of our metrics & really putting your team first. There are some of you that do this with ease but have the daily challenge of board member demands & politics.

A Special Shoutout to Everyone in Customer Support (Including Trainers, QA, Analyst, Workforce Management, HR Advocates):

This part is for the unspoken stuff, the things that often go unnoticed, but we all know they’re real. Thank you for:

• Dealing with rude customers internal & external—the ones who test every ounce of your patience and professionalism, but you still manage to keep it together whether for a project, to get thought leadership or buy-in for new initiatives.
• Navigating bad leadership or office politics—when things get rough and you’re stuck in the middle, still giving your best while dealing with situations that can feel so unfair.
• Not being heard or feeling less than—you show up every day, even when you feel like your voice isn’t being listened to or your efforts aren’t fully appreciated. You have to deal with office politics, real life struggles, personal matters. Trust me, your impact is bigger than you realize & it's this behind-the-scenes work that makes the show great!

I see you. WE see you. And this Customer Service Week, it’s not just about the big wins but also about acknowledging the challenges we tackle every single day.

Thank you for being the heartbeats of the customer experience, for showing up even when it’s tough, and for keeping things moving when it feels like no one notices. You’re the real MVPs, not just this week—but every single day. You are appreciated more than you know. You are seen, heard & respected.

Feel free to leave thoughts. comments or even shoutout someone you know & love working in service. If you haven't already, make sure to subscribe to this newsletter. More exciting announcements coming soon & you don't want to miss it, i'll tell you that much!

Have a great service week!!

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