The best customer service interactions I’ve ever had, both as a customer and as a customer service provider, have been those in which a somewhat personal connection was made. Professionalism is a requirement for both customers and providers, definitely, but only to get things started.
People are people. What I mean is, never forget that it’s an individual, a human being, on the other end of the phone. Professionalism is a layer we wear on top of our ‘personalness.’ Peel back that layer from time to time, make a connection with the human being underneath. A little goes a long way.
