The Telephone Doctor’s6 Cardinal Rules ofCustomer Service
There are a lot of “rules” in customer service, but few more important than the six we’ve listed here. Each makes a valid statement and will increase the satisfaction of your customers.
Cardinal Rule #1: Personal Responsibility/Accountability: Don’t Pass the Buck
One of the most important attributes a company staff member can have is personal responsibility—personal accountability. Those who have it refuse to accuse, blame, and complain. Those who do accuse, blame and complain break one of the most important cardinal rules. “Who” statements accuse and blame. “Who took my stapler?” We should use a more positive manner and take personal responsibility by saying, “I seem to have misplaced ...
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