the idea of customer service is to help the company manage the
customers' expectations. Customers can be unreasonable, ridculous,
scold u knnb etc, but as service we can't.
Only by being more gracious can we win the customer, not
scolding them or making them "cannot get off the stage".
I know this sounds like what academics, MBAs, senior executives
who had never faced the customer would say but it is the truth.When
the customer realises he/she is the one making a inappropriate and
rude demands, and yet the service staff are doing their best to
assist the customer, then only will the customer feel, not only the
company is good, but also the service staff he/she is speaking to
is of excellent character and capability.
These are people to people skills that you wun learn from
txtbks. These skills are also rarely taught by others in the
outside world. These skills come from experience and self control
of emotions.
From a Business Self Help author (dun ask me the name, i can't
recall names) if there is such a thing as the ranking of skills,
the top skill would properably be the Interpersonal Influence Skill
in the Communication Skills Category. And the only way to learn
this niche, is through face-to-face sales and customer service.
what you said is really true.
