Great Customer Service & Frankness as an Angry Excuse
It can be frustrating when things do not go as planned —
miscommunication, technical difficulties, unexpected long
waiting times you name it.
It is right for the service provider to test his system,
but not at the expense of the waiting customer, who is already
miffed at the problem.
The tipping point comes when the customer receives an
insult in exchange for an attempt to seek redress for
the inconvenience.
The business would not only lose that customer, but potentially
hundreds that customer would recommend against the service.
A mistake a startup cannot afford to make.
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Frankness is good in many aspects like maintaining healthy
relationships to attaining better understanding.
But when it is used as an excuse for reckless venting,
it might be better to remain silent about it in the first place.
One good rule of thumb when addressing an issue frankly is
to ask yourself, am I using this privilege of being frank
as an excuse for anger?
Some good silent thought process before a frank encounter
goes a long way.
