Etiquette Boss: Going beyond the basics
CUSTOMER SERVICE: TRANSACTION OR CONNECTION?
We seldom pay much attention to customer service unless it is very good or very bad. Most transactions seldom go beyond the actual giving and receiving of information and service. This is normal, but occasionally, we encounter excellent or extraordinary service, and it makes a difference in our experience.
Social protocol teaches that every experience has three phases: the beginning or introduction, the middle or actual transaction, and the end, or departure. For superior customer service to occur, all three phases must be harmonious.