Positive soft skill behaviors help to create a positive customer experience. And this goes way beyond what we say and how we look. The below video says more in two minutes than I can write in a few paragraphs – you’ll get the soft skill idea straight away.
In the above video, the technician’s customer service attitude was tainted by rationalization. So what happens when people rationalize?
Very simply, rationalization occurs when people seek self-satisfying but incorrect reasons for their behavior. Parking closer to the house was self-satisfying AND it was incorrect. Rationalization causes people to justify behaviors, in themselves, that they often wouldn’t tolerate from others.
The best advice is to make every customer experience a good one.