Has this ever happened to you? You’ve had a negative experience with a company. Maybe you’re even a little mad. Maybe really mad. You call them up to try to deal with the problem, and you get an excellent customer service representative on the other end. You’re treated with respect and courtesy, and your problem gets solved. How does that change your attitude?Maybe that has actually happened to you, or maybe it’s just what you wish would happen. Either way, you know that a positive customer service experience can change your opinion about a business. One good customer service employee can change you from a disgruntled (probably “former”) customer into someone who might be happy to do business with them again.One properly trained, positive person can make the difference. And that’s the case in every customer interaction – whether that customer is satisfied, disgruntled, or, perhaps most important, potential.
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