Training Customer Service Employees To (Not) Take It Personally

Here’s a paradox of customer service training and customer service leadership. On the one hand, one of the keys to giving great customer service–profitable service that builds your company–is to be sure your employees know to make it clear to customers that they take  things personally. “I appreciate your business” is a powerful statement, if delivered sincerely, as is, if necessary, “I’m so sorry that happened.”