Is there a difference between customer service and kindness?

This story about a McDonald’s employee in Chicago asks that very question.

She watched as an elderly man in a wheelchair approach a cashier.

“The man politely tried to ask the cashier something and it took him a few tries before either of us could understand he was saying “Help me please”. Neither of us knew what help he needed, and the cashier suggested a few things before he figured out the gentleman needed help cutting and eating his meal.

To be honest, I thought the cashier wasn’t going to help, especially during rush hour in downtown Chicago, but to my shock, he shut down his register and disappeared from view….

Not to get away from helping him, but to wash his hands and put gloves on! … The cashier came out from the kitchen, sat down, and began cutting the man’s meal and helped him eat.

At that point, the tears started to gather in my eyes. My heart was so appreciative for what he did. I couldn’t contain my emotions in the crowded restaurant.

This employee, who put everything on hold for this man, went above and beyond his responsibilities to help this handicapped customer out. That was the kindest and most humble thing I had ever seen.”

Customer service does involve kindness — making a simple gesture, sharing a kind word, or simply taking that extra step to improve another person’s day.

The article asks if this is customer service or kindness?

It’s both.