25th Jun 2010

Human behavior is influenced by a range of factors, including culture, attitudes, emotions, values, ethics, authority, rapport, hypnosis, persuasion, coercion and/or genetics.

In any customer service transaction, the behaviour of the customer and the behaviour of the service deliverer is affected by the way they treat each other. Behaviour therefore affects the quality of the customer experience because the way the service deliverer behaves affects the way the customer feels about the customer service.

Individuals delivering customer service are expected to act as professionals, representing their organisation and acting to maintain and enhance the relationship with customers.

A customer service professional is expected to:

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