I came across this online today and totally printed it out and taped it to the underside of the glass desk right underneath where the telephone sits in my Las Vegas office.Customer service is a large part of what I do when I am in the office. (...and out of it as well.)
However, I find it personally much easier to be nice to people when I am in front of them or dealing with them personally.
I am not sure what the reason is, but I have a have an easier time being short with someone on the phone and that's not acceptable. I don't want anyone that calls to have a bad experience with me on the phone. I know I get pissed off when I call somewhere and get someone who I think is rude. It's sets me off. It's just not right.
It's easy to discount customer service when I have a million other things to do, deadlines to meet, documentation to turn in and people expecting things, but that does not, by any means, make it okay to deliver a lesser level of attention to a caller. Argh.
