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Apologize
The ME Sign
The Wings of No
Bring Your Sense of Humor to Work
Make No Assumptions
Look for the Love
Being Right is the Booby Prize
Thank You Very Much
The Psychic Salary
This sign is the heartbeat of life in the customer service trenches. It is appreciation, acknowledgement, praise. When it's missing, the hole is gaping.
If being right is prized over outcome, process, and reason, then you have failed to provide good customer service.
Looking for the humor in situations and making a concerted effort to find the funny is vital for creating and maintaining an atmosphere and attitude that is service-oriented.
As a person in a job where answering questions is very much a part of your job, you naturally want to answer questions promptly. Caution! This inclination leads to the tendency to make assumptions and not listen to the questions.
It's not about the money you get to do the job, it's about you giving and what you get back from giving.
Bringing more into your work is both the best offense and the best defense when faced with difficult people and situations.
Statement of caring. Statement of limitation. Offer alternatives.
We've all got one. The challenge is to turn yours down so that you can see the customers'.
Most people are reasonable as long as you let them know you care. As long as people feel that someone is paying some attention to them, and showing concern for their situation, ruffled feathers can usually be smoothed.