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Understanding the customer is the most important thing is customer servicing. Customer servicing is not about the service providers capabilities. It is about the customer, The customer is the center of the universe. As long as your actions are performed keeping the customer in the center , you don't have to worry about whether it will be good or bad. Because it can only be good if your are thinking of their interest. Keep in mind to showcase all your brand values to enhance the brand equity with awesome customer service.
Experience ,Because experience is the best teacher
i think it's the experience.
