Customer Service Fundamentals - Part III
This is the third of five postings on our Customer Service Fundamentals. The topic is Be Nice! The previous posting can be found here and here.
It is something that everyone is taught from an early age but that not everyone practices consistently. We view it to be a superset of the Golden Rule - of course, we want to treat others the way we want to be treated. And, we also hope that we can treat them the way they want to be treated (sometimes referred to as the Platinum Rule).
Being nice, especially in our business can be difficult at times. Many of our customers are under very high pressure and that can place the same pressure on us.
Occasionally, emotions can get heated, and it can be the most natural reaction for everyone to get a bit, if not more than a bit, on edge. It is at these times that following our fundamental of being nice truly must be followed the most.
By doing so, we are able to defuse volatile situations and truly understand our customers' needs. Which follows into our next fundamental - managing expectations.
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