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Being their manager, I have to hear both sides.
But regardless of situation,
A customer will always be a customer.
And my task is to teach my staff to build a good customer relationship.
The only problem with them is that,
I need to regularly orient them.
For they are not knowledgeable enough to handle certain situation.
Eyes speak more than what actions could do.
The customer could honestly sense if you are venting an anger on them just because you are dealing with something else.
And that has never been a valid reason.
I even told their supervisor that they need to understand,
The concept of “feelings for feelings“.