What Animals Teach Us About Great Customer Service

 

What Animals Teach Us About Great Customer Service

Over 10 years ago we published an original post about animals and customer service . Things have moved on clearly so we thought an update would be timely. Please do add more animals and attributes in the comments below.

Customer service is an art that requires patience, adaptability, speed, and problem-solving skills. Interestingly, the animal kingdom is full of creatures that embody these essential qualities. By drawing inspiration from them, we can become better at handling customers, solving problems, and creating meaningful connections.

Take the tortoise, for example. Known for its slow and steady pace, it teaches us the importance of patience. In customer service, some interactions take longer than others, and rushing through them can lead to mistakes or dissatisfaction. A patient approach ensures that customers feel heard and valued, ultimately leading to stronger relationships.

On the opposite end of the spectrum is the cheetah—a master of speed. Some situations require fast action, whether it’s processing an order, troubleshooting a tech issue, or responding to urgent inquiries. Customers appreciate quick and efficient service, and those who can balance speed with accuracy stand out.

Friendliness is another key trait, and few animals embody this better than the golden retriever. These loyal, affectionate dogs naturally make people feel welcome and comfortable. In customer service, a warm and friendly attitude can instantly put customers at ease, creating a positive experience even in challenging situations.

But not every interaction is the same, and that’s where the octopus comes in. Highly intelligent and adaptable, it changes color and shape to blend into different environments. A great customer service professional does the same—adjusting their communication style based on the situation and the customer’s personality, whether they’re dealing with an angry caller, a confused shopper, or a long-time client.

Of course, attentiveness is just as important as adaptability. The owl, with its sharp vision and focus, reminds us of the power of active listening. Customers often drop subtle hints about their needs, and those who pay close attention can catch these details and offer more effective solutions. The best customer service professionals listen deeply, ask thoughtful questions, and respond with care.

Handling customers isn’t always smooth sailing, though. Some situations require resilience, just like the camel, which survives extreme conditions with remarkable endurance. Difficult customers, high-pressure environments, and long hours are part of the job, but staying professional and composed helps turn tough interactions into successful outcomes.

Then there’s the dolphin, a creature known for its intelligence and ability to solve complex problems. Customer service isn’t just about following a script—it’s about thinking on your feet, finding creative solutions, and making decisions that benefit both the customer and the business. The best professionals don’t just provide answers; they provide solutions.

In leadership roles, the lion stands as a symbol of strength, confidence, and decisiveness. Customer service managers and senior agents must lead by example, inspiring their teams and setting a high standard for service excellence. Great leadership fosters teamwork, encourages growth, and ensures that every customer interaction meets the highest standards.

Speaking of teamwork, the ant is a perfect representation of collaboration. Customer service teams thrive when they support each other, share knowledge, and work together to provide seamless service. No single agent can handle everything alone, but a well-coordinated team ensures that customers receive the best possible care.

Finally, the elephant reminds us of the power of loyalty. Elephants form deep bonds and never forget those who have helped them. In customer service, building long-term relationships with customers creates trust and brand loyalty. A customer who feels valued will return again and again, strengthening the company’s reputation and success.

The next time you find yourself helping a customer, take a moment to think—what animal do you feel like in that moment? Are you the patient tortoise, the adaptable octopus, or the problem-solving dolphin? Share your thoughts in the comments! We'd love to hear which animal best represents your customer service style.

This post was prepared with the help of Chat GPT. Prompted in February 2025.

Bring customer service to life

Bring customer service to life

When designing a new customer service policy, it is very tempting to go for the minimal offering. Rationale is clear, as such a policy keeps costs low, keeps things simple and provided that expectations are met the customers are unlikely to be disatisfied. It is however missing the point as with such an approach, repeat business is very unlikely unless the pricing policy is such that customers are drawn back but at the same time margins become so slim that it is difficult to earn a decent living.

A more sensible strategy is to bring customer service to life, put some colour in your customer service, surprise the customers, demonstrate vibrancy and give customers a reason for coming back. Most of it can be achieved without any extra spend but relies on the right culture and attitude being fostered throughout the business. 

Are your customer services teams live and kicking?

Is your customer service at the heart of a virtuous circle?

Customer service virtuous circle

The growth of social media and viral propagation remind us everyday of the positives of a virtuous circle. Customer satisfaction is a natural source of endorsements, which in turn create further purchases, and increase customer loyalty whilst reducing the risk of post purchase dissonance. On the contrary below par customer service could be at the origin of a vicious circle where the company's reputation and future profits are at risk. So which curve is your customer service following? Beware, it might not be easy to determine at first sight...

Bread and butter customer service

Is it the end of bread and butter service? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers.
These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers. As a result they develop a bargain hunting instinct whereby they wait for heavy promotional periods and sales during which they are prepared to buy at what they believe is a fair price. In turn, such behaviour leads retailers to invest in yet more marketing tools to game the system and increase prices so that they can be better discounted later. Complicated and confusing. So wouldn't it be better to adopt a simpler approach, cut out the fuss and make sure that the service delivery to clients is of quality but simple enough so that it does not take too much value away from the product.

Picture courtesy of Peter's Yard with our thanks 

Offer good customer service to suppliers

Customer service supplier

In order to find a supplier, retain it and obtain a good performance, wouldn't it be appropriate to offer them your best customer service?
In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation. In those situations, are you sure that you did not have a part to play in it? Was your order complete? Did your read the small print? Were your specs accurate? Did you change your mind? Did you pay in time? All these elements can easily disrupt the service you and your customers ultimately receive. There are many benefits in having loyal suppliers and sharing your success with them so next time you pass an order, make sure you offer them a good service too.


Picture courtesy of PeterStephens Photography and with approval from  http://devoniain.blogspot.com/ with our thanks

Customer service: relationship management

Customer service relationship 

For better or for worse... Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term....

Picture courtesy of CocoonPhotography with our thanks -

Good customer service attributes (Take 2)

Customer service attributes: Back in September, we thought that a tree was the best way to illustrate the qualities and attributes of customer service. Here is a serious new contender though: serene, calm, collected, elegant on the outside and apparently swimming effortlessly, but peddling frantically below the waterline to make sure that things happen. The other quality that the swan brings to customer service attributes is the ability to transfer knowledge and skills and train the next generation, seamlessly.

We would love to hear your views on what you believe the most important attributes are so please don't hesitate to leave a comment with your top three.

Picture courtesy of http://www.peterstephens.co.uk with our thanks