CHAPTER 42
Customer Service Lessons Grandma Taught You
If you want to learn the most basic principles of customer service, you need ask only one person: grandma. Customer service begins and ends with the common courtesies that grandmothers have been espousing for years. While courtesy can be extended in many ways, the most obvious courtesies are communication based. They are centered on how you address another human being when you communicate with her. Do you say “Please” when you ask for her credit card? Do you say “Thank you” when she hands it to you? Do you refer to her as “Ma’am” when you address her? “Please,” “Thank you,” “Sir,” “Ma’am,” as well as similar words and phrases, are the basic building blocks of respectful communication and ...
Get Be Your Customer's Hero now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
