April 2021

As a client care professional, there’s much about the craft left to be discovered and desired.

While I love what I do, where I work, and the people I work with, the challenges of the role have sparked a unique brand of curiosity.

For instance…

Why do many value customer service but underrate it as a skill? Why is the ability compartmentalized outside expertise in select arenas? Perhaps more egregiously, why is administration, hospitality, and helps viewed as low men on the spiritual gift totem pole?

Is it because we assume anyone can demonstrate them? Or because we think client care is less discipline than choice?

If so, I submit we reorient our perspective and adjust our approach on how we integrate client care specialists into our business models. Granted, I understand the bias potential; however, as one who went from avoiding customer service applications to relishing the call in recent years, there are scriptural confirmations as to why client care is essential in today’s marketplace. As such, I propose organizations and employees embrace the following five passages in their commitment to client service.

1 Corinthians 12:18 (AMP) – “But now [as things really are], God has placed and arranged the parts in the body, each one of them, just as He willed and saw fit [with the best balance of function].”

For client success managers, the part can feel like a mixed bag. On one hand, they’re the face of the relationship experience; on the other, they can be perceived as dispensable simply on title alone. Yet, while the lack of ‘specialist’ tag can be a disadvantage, the opportunity is still laced with silver linings. For instance, not only can a customer service leader enhance efficiency across multiple processes and procedures but reflect the existential truth concerning our vocational purpose:

We are all diverse in function, co-equal in value.

As Paul declares, God is intentional and strategic with what He assigns. Although hierarchical structures and parameters for governance are essential, they also do not define our contributions, attitude, and team value. By proxy, client care specialists, being the on-call troubleshooters they are, can take pride knowing their adaptability and problem-solving prowess can improve the balance of corporate load and execution.

Romans 12:3-5 (AMP) – “For by the grace [of God] given to me I say to everyone of you not to think more highly of himself [and of his importance and ability] than he ought to think; but to think so as to have sound judgment, as God has apportioned to each a degree of faith [and a purpose designed for service]. For just as in one [physical] body we have many parts, and these parts do not all have the same function or special use, so we, who are many, are [nevertheless just] one body in Christ, and individually [we are] parts one of another [mutually dependent on each other].”

Similar to 1 Corinthians 12:18, Paul applies a physical body analogy to emphasize why our perception of value and function should be rooted in holy dependence. Unlike worldly slants defining the purpose of our ability as prosperity, in God’s eyes, our gifts were intended and are continually renewed for interdependent service; hence, God’s heart for relationship. For God so loved the world, He gave His only Son and apportioned opportunities for faith, hope, and character to mature. Accordingly, may we appreciate the frontline administrators who exemplify work not only as a testament to God’s love but His desire to entrust us as faithful stewards of what He’s provided.

Philippians 2:2-3 (AMP) – “Make my joy complete by being of the same mind, having the same love [toward one another], knit together in spirit, intent on one purpose [and living a life that reflects your faith and spreads the gospel—the good news regarding salvation through faith in Christ]. Do nothing from selfishness or empty conceit [through factional motives, or strife], but with [an attitude of] humility [being neither arrogant nor self-righteous], regard others as more important than yourselves.”

On a pragmatic level, this verse is a beautiful charge to client care specialists given its versatile initiative. While any position can achieve this calling, the level of opportunity for customer service managers to make joy complete is high in most cases. Consequently, anyone who serves as a relationship manager and fosters community through administration should embrace their wiring to influence through compassionate collaboration. Whatever we say, whatever we do, may we coat it in modesty and the good news we carry inside us. May our attitude represent our faith and our faith the believe that through Christ we can inspire humility and unity through timely words, constructive insight, even prophetic encouragement.

1 Peter 4:10 (AMP) – “Just as each one of you has received a special gift [a spiritual talent, an ability graciously given by God], employ it in serving one another as [is appropriate for] good stewards of God’s multi-faceted grace [faithfully using the diverse, varied gifts and abilities granted to Christians by God’s unmerited favor].”

A sum of 1 Corinthians 12 and Romans 12, 1 Peter 4 reiterates the original design of God’s delegation. More specifically, while gifts and quantity of talents may vary, ultimately, we’re all meant to give pleasure to God as we employ them in meekness. While selfless service should be an aim of any organization, it should also recognize favor through stewardship. Remember to be a good steward by faith is to believe in God and the infallibility of His assignments. As we worship through work with confidence, as we minister as marketplace leaders aware of God’s transcendent grace, let’s not forget our abilities are down payments of God’s continual help and sovereignty.

Hebrews 10:24-25 (AMP) – “…and let us consider [thoughtfully] how we may encourage one another to love and to do good deeds, not forsaking our meeting together [as believers for worship and instruction], as is the habit of some, but encouraging one another; and all the more [faithfully] as you see the day [of Christ’s return] approaching.”

I love how ‘spur’, as seen in other translations, is spelled out in the AMP. Essentially, to spur one another in love is to consider how we’re to encourage our clients to do good. While moments of extemporaneous inspiration are inevitable, the focus of client care should always be to ignite courage and strength of purpose. Practically speaking, this could manifest many ways; however, as an example, consider how client care specialists can affect corporate synergy and voice from creating motivational system alerts/portal template language to incorporating client perspective into platform design. Whatever system you engage, make sure to sustain the intention of positive service with the intentionality of thoughtful encouragement.

Selah.

For those who’ve made it this far, stay tuned next time when I’ll break down another five-pack of client care Scriptures. Until then, I commend you, my fellow swiss-army knives and jack-of-all trades. You may not feel treasured or sense the evidence of appreciation but remember the God you ultimately work for is crazy over you and how He’s wired and appointed your giftings for such a time as this. Therefore, stay strong and courageous and go in peace for your journey has the Lord’s approval.

~ Cameron

Passage: Mark 14:26-31 (ESV); Mark 14:66-72 (ESV)

Jesus Foretells Peter’s Denial

²⁶And when they had sung a hymn, they went out to the Mount of Olives. ²⁷And Jesus said to them, “You will all fall away, for it is written, ‘I will strike the shepherd, and the sheep will be scattered.’ ²⁸But after I am raised up, I will go before you to Galilee.” ²⁹Peter said to him, “Even though they all fall away, I will not.” ³⁰And Jesus said to him, “Truly, I tell you, this very night, before the rooster crows twice, you will deny me three times.” ³¹But he said emphatically, “If I must die with you, I will not deny you.” And they all said the same.

Peter Denies Jesus

⁶⁶And as Peter was below in the courtyard, one of the servant girls of the high priest came, ⁶⁷and seeing Peter warming himself, she looked at him and said, “You also were with the Nazarene, Jesus.” ⁶⁸But he denied it, saying, “I neither know nor understand what you mean.” And he went out into the gateway and the rooster crowed.⁶⁹And the servant girl saw him and began again to say to the bystanders, “This man is one of them.” ⁷⁰But again he denied it. And after a little while the bystanders again said to Peter, “Certainly you are one of them, for you are a Galilean.” ⁷¹But he began to invoke a curse on himself and to swear, “I do not know this man of whom you speak.” ⁷²And immediately the rooster crowed a second time. And Peter remembered how Jesus had said to him, “Before the rooster crows twice, you will deny me three times.” And he broke down and wept.

It’s a hard scene to process.

Peter. The Rock. Cracking under pressure.

The Cross set before His Master, a sliver in the back of his mind.

Never would he fall astray; never would he run away. That was Peter. Or rather that was going to be Peter.

But before the Shepherd could be battered, the sheep of the flock would soon be scattered. And it’s here where despite our cringes, we must appreciate this sequence: The ultimate Shepherd grooming his undershepherd through a defining moment of weakness. A prophecy centuries in the making (Zechariah 7:13) now an emerging hallmark of humility for the early church to thrive on. The man in the middle?

The Rock. The epitome of moniker though something far greater. You see, ‘The Rock’ was not just a designated nickname but the proof of Christ’s identity realized. One could say the greatest insight received by man came in Mark 8:29 when Peter, the Rock, confessed Jesus as cornerstone – the Son of the Living God.

Still, as keen as this inspiration was, the symmetry of it could not have occurred without an epic fail. For before Peter could sleep on his call to keep active watch at Gethsemane, he had to first confront and fall to a fear of abandonment. Without this fear, Peter’s resolve could not have been tested – a paradox considering a less distracted Peter would have meant more fervent prayer during Jesus’ final hours.

Granted, that’s the beauty of Jesus’ perfect love in this passage. For Jesus knew a humbling of Peter ahead of His death was necessary to calibrate his boasting to the power he’d rightfully appropriated. No matter how much Peter confessed his devotion, he had to first wrestle with the fragility of his hope before he could shepherd a flock with a more mature version. How incredible it is to consider Jesus, the weight of the world on His shoulders, was working all this for good before the good could be known and shared.

As for us, no matter how long we’ve walked with God, we’ve all denied Jesus at one point or another. And while we have the Holy Spirit to act as our rooster in those times, let’s not take for granted the ministry of reconciliation in those instances. The sting of sin may prick our hearts but in a way that’s why Jesus came to die in the first place: To not only liberate us from captivity but awaken and sharpen us to higher faith.

Accordingly, as we enter into God’s gates with thanksgiving this Easter weekend, may our denials become trials intended for glory. You may feel discouraged about your shortcomings, but this doesn’t mean you have to bask in them. Rather repent, receive God’s grace afresh and anew, and feed His sheep. After all, Christ didn’t take the nails to deliver us from disappointment but to free us into intimacy through the growing pains of life.

Selah.