Empathy By Design: Reminder To Self...Do More

As a retired member of the Air Force, I recently navigated a troubling episode with the Defense Finance and Accounting Service (DFAS). After transitioning from Temporary Disability Retired List (TDRL) to Permanent Disability Retired List (PDRL) in January 2022, my retirement pay was unexpectedly suspended this month (December 2023) due to a system or process oversight and out of my control. The response to my inquiries highlighted a prevalent issue in customer service: a lack of personalization and understanding.

This experience is not just about the inconvenience of delayed retirement benefits; it's a stark reminder of the fragility of the systems that many depend on for their livelihood. For some veterans, this isn't merely a frustrating hiccup; it's a distressing financial emergency. The reality is that these systems, designed to support and sustain, can sometimes falter, leaving individuals in precarious positions.

Fortunately, my current situation doesn't solely rely on my retirement pay. But this incident has deeply empathized me with those for whom these systems' failures could mean significant hardship. It brings to light the critical need for robust, reliable systems and, importantly, the human touch in managing them.

The rapid closure of my ticket with a generic response reflects a broader culture in customer service that often overlooks the individual's story. Each ticket, each inquiry carries a personal narrative and a unique set of circumstances. As professionals and leaders, we need to advocate for systems that not only understand this but are designed to accommodate and address it effectively.

Building empathy into the fabric of our service systems is essential. It's about more than just efficiency; it's about recognizing and responding to the human element in every interaction. This means training customer service teams to listen actively, understand deeply, and respond appropriately. It means building systems that are robust yet flexible enough to handle exceptions and emergencies with the seriousness and speed they deserve.

We need to better...I need to do better. This scenario serves as a poignant reminder that I, too, must become a more fervent advocate. It is our collective duty to enhance the systems our veterans rely on, infusing them with unwavering reliability and inherent empathy. By sharing our stories and pushing for meaningful reforms, we can cultivate a culture that earnestly values and meticulously attends to each veteran's needs. With concerted effort we can ensure every veteran is supported with the dignity, respect, and efficiency they rightly deserve. DFAS