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Readers: 39 | Updated: 06-17

Common Sense in Customer Service

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I read this posting: If a very sick man was about to die, wouldn't you help to let his mother know?

It reminds me that good customer service = COMMON SENSE + SINCERITY + GENUINE CONCERN.

There will always be exceptional cases when handling customers at the frontline, that's when common sense + a sincere desire to help should prevail. If an officer believes it is the right thing to do, there is no reason to fear repercussions from the superior for failing to comply with the general rule, because it is an exceptional case that the rule is not able to cover. The officer should do her best to check with the supervisor if her proposed solution can be used, unless it is rejected with valid reasons from the supervisor, always try your best to help the customer. That - is the whole point of having a human being at the frontline, if everything can be covered simply by following rules blindly, then a robot or machine can do the job better.

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