Loosen Up
Sometimes it is easy to see the customers as the bad guy. Especially, when the CSR or technician is always on the receiving side of customer faux pas. Every now and then, they have to remember that the customer put them in that position in the first place. Seth points this interesting foible of the USPS:
You’re not setting precedent every time you interact with someone. The best thing a marketer can do is have the attitude that customers deserve a little slack now and then. If it gets out of hand, then you can start acting like the post office.
And even if your kindness is precendential, then maybe that is what you need.
