CHAPTER 4
Be Proud, and Then Swallow Your Pride
In customer service, pride can be a double-edged sword. Pride in your organization can cause you and your teammates to go the extra mile. Pride in your organization’s mission can cause you to want to help more people experience it. Pride in your work can cause you to always want to improve. The other kind of pride, however, pride of the don’t-disrespect-me variety, can be poisonous in a customer-facing environment.
This sort of pride becomes a barrier between you and the customer. It can cause you to react unfavorably to a customer, to make it about your feelings instead of hers. When your personal reaction to a dissatisfied customer trumps your professional reaction, pride has won, and you and ...
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