Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round. 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.”

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P The Center for Services Leadership provides leading edge research and education in the science of service. Carey Center for Service Leadership. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. And that’s despite tremendous increases in the quality of products and services. CCMC ~.