The true source of most anger and frustration in Customer Service is you, not your Customer.
That’s because ‘you’ do not actually exist in Customer Service.
The moment you divide yourself from the Customer, tension begins to build.
It is ‘us’. Only ‘us’. Never ‘you and her’. Not even is she doesn’t realize it, think that way, or believe you.
When everything you do is for ‘us’ and spoken in terms of ‘we’, all tension evaporates.
The only catch is, you have to see it.
