Customer Service Is Like a Joke: It’s All About the Delivery

Picture this: you’re at a comedy show. The comedian steps up to the mic, leans in, and says, “Why did the chicken cross the road?” You’re ready to laugh, your expectations are high. But instead of nailing the punchline they mumble “To, uh, get to the other side, I guess?” and awkwardly shuffle off stage. Cue the silence…

This article has been prepared by Tamara Vargas, Head of Client and Service Delivery at insurance.com.au.

Now imagine the same thing happening in customer service. A customer reaches out, full of hope, expecting answers, support, and maybe even a sprinkle of delight. Instead, they’re met with… bad delivery.

Small business owners, here are some tips on how to make sure your service delivery lands like a well-timed punchline every single time.

Timing: Don’t Leave the Audience Hanging

Ever heard a joke told with a painfully long pause? It ruins the flow, doesn’t it? Well, service works the same way.

Timing is everything. Even if you don’t have all the answers yet, acknowledging someone quickly can ease their anxiety. Think of it as comedic timing, it's not about rushing; it’s about delivering just when the moment calls for it.

Tone: Make It Memorable (for the right reasons)

Imagine a comedian telling a joke about puppies in the same tone they’d use to read tax instructions. Would you laugh? Probably not.

The same principle applies to customer service. A friendly, empathetic tone can make even tough news easier to hear. It shows you care about the person on the other side of the conversation not just the issue they’re bringing to you.

Delivery: Stick the Landing

The best jokes end with a punchline that leaves the audience grinning. The same goes for service interactions.

In service, it’s the little things that make a difference: a personalised touch, a clear explanation, or just a genuine effort to make someone’s day a little easier. Those are the moments people remember.

The Punchline

Here’s the thing: customer service really is like a joke. Nail the timing, tone, and delivery, and you’ll leave people smiling. Get it wrong, and, well… crickets.

Customers shouldn't have to settle for anything less. They deserve service that’s timely, friendly, and thoughtful. Make sure that your customers feel like their voice matters.

At insurance.com.au, we’re not perfect, but we’re always working to get it right. We want our customers to feel heard, valued, and cared for like they’re part of a conversation, not a transaction.

So, the next time you deal with our service team, we hope you’ll notice our commitment to service. And if you don’t, let us know, so we can work on the delivery.

The information in this article is of a general nature and does not include any financial advice or services. insurance.com.au Pty Ltd ABN 27 163 909 073 is an Authorised Representative (AR Number 443422) of Insurance House Pty Ltd ABN 33 006 500 072 AFSL 240954. For more information see our Financial Services Guide (FSG) here.