Serving as a Real Kitty: How to Give Authentic Customer Service
CSM Magazine
SEPTEMBER 28, 2018
Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. No matter the abuse, tirade, or criticism they receive at the hand of upset customers, the agent does not take it personally. Treat a man (person) as he could be, and he will become what he should be.”
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