Quote:
Originally Posted by infymys
Whether we agreed or disagreed with Gaile, even to this day, she gives responses that have thought behind it and aren't one line answers or copy pasted from a talk page or whatnot.
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It's mainly in how it is said. She understands the bedrock principle of customer service - sometimes you have to apologize for things that aren't your fault, or when you personally have done nothing wrong. If customers' expectations aren't getting met, either the customers' expectations are unrealistic or someone at your company has made an error.
When lots of people are giving you the same negative feedback, the latter is invariably true.
If you're too interested in being "right" and sticking up for the company, it always comes off as though you don't care.