11 Customer Service Rules That Used to Be Standard
These customer service rules used to be the gold standard, but now, they feel like ancient history.
- Daisy Montero
- 3 min read
There was a time when returning an item without a receipt or being greeted with a smile was completely normal. These old-school customer service rules made people feel like actual humans, not just transactions. Over the years, though, many of these practices have quietly disappeared.
1. Greeters at the Door Were a Thing
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Walking into a store and hearing a cheerful “Welcome!” used to set the tone. Greeters made shoppers feel acknowledged before they even picked up a cart. Now, most entrances feel cold and quiet, especially in big-box stores.
2. Phone Calls Were Actually Answered
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Before endless hold music and bots, real people picked up the phone. You could get help, ask questions, or even place orders without being transferred three times. Now, even reaching a human can feel like winning the lottery.
3. “The Customer Is Always Right” Was Taken Seriously
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That phrase used to mean something. Employees were trained to stay calm and find a solution, even if the customer was being difficult. Today, it often feels like policies matter more than people.
4. No Receipt? No Problem.
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Stores used to trust you when you brought something back, even without a receipt. It was about fairness and common sense, not scanning barcodes and pulling up old purchases. That kind of flexibility is almost extinct now.
5. Salespeople Actually Knew the Products
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Employees used to be walking encyclopedias about what they were selling. Whether you needed shoe sizing advice or TV specs, someone could help on the spot. Now, it feels like everyone is just pointing to the website.
6. Apologies Came with Action
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Saying “Sorry” used to come with real effort to fix the issue. Whether it was a freebie, a replacement, or fast service recovery, companies cared about keeping your trust. Now, it often feels like a scripted line.
7. Employees Weren’t Glued to Their Phones
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Before smartphones became lifelines, staff were more present. Eye contact and actual engagement made customer interactions feel human. Today, distracted service feels like the norm.
8. Handwritten Thank-Yous Were a Real Thing
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Some stores and small businesses used to send handwritten notes after a purchase. It was a small gesture, but it stuck. Today, a thank-you email feels cold by comparison.
9. Managers Actually Came to Help
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Asking for a manager once meant getting real help, not just someone reciting policy. Managers were empowered to make things right. Now, they often just pass the issue back.
10. Long-Time Employees Were the Norm
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You used to see the same friendly faces for years, sometimes even decades. They knew your name and your usual order. Now, turnover is so high that familiarity rarely happens.
11. Human Connection Was the Goal
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Customer service once aimed to build relationships, not just close sales. A smile, a chat, or going the extra mile made the experience feel meaningful. Now, it often feels like a race to get you out the door.