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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:

  • adopt a positive and friendly attitude
  • give customers a positive impression of the organisation
  • do the job in a reliable way (only promise what you can deliver and deliver what you have promised)
  • recognise diversity (that all customers are different) when delivering service
  • take into account any language differences when delivering service
  • be a team player
  • be honest and fair
  • comply with requirements of national legislation and sector specific regulations
  • present themselves with good hygiene and appearance in accordance with job requirements
  • keep confidential information confidential and deal with sensitive issues privately

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