Distinguishing Superheroes from Villains

Abstract:     
Customer service is usually perceived as a necessary evil, not something we get excited about, on either side of the phone. What if we instead viewed our part of the customer service equation enthusiastically, as an opportunity rather than a burden? We might be more motivated to do so if we realize that each time we are called upon to tackle a client issue, we will be seen as either a villain or a superhero, depending upon our reaction to the problem. If we just plod through the interaction without really caring about it, we’re cast as the villain; if we deliver spectacular customer service, we get the role of superhero. We need to merit wearing the cape by demonstrating that we’re willing and able to come to the client’s rescue in a way that is meaningful to them.

Number of Pages in PDF File: 2

Keywords: distinction, customer service, superhero

working papers series