My interest in customer service stems primarily from a quixotic belief that you can use it to make the world a better place, one customer at a time.
- We encounter customer service people far more frequently than we do our guru, priest, pastor, rabbi, or imam. Their impact on our daily lives is far more substantial.
- They can ruin your day, or turn it around.
- When they make us happy, we tend to make other people happy. When they tick us off, we drive away with screeching tires, honk at old people in the fast lane, kick the dog off the yard, and demand a divorce.
Through what psychologists like to call the "emotional contagion", customer service people can spread an epidemic of kindness. We can be weapons of mass construction.