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You have to take a half a day off of work, and you have to hope the guy shows up,
Empathize more - meaning put yourself in their situation.
We think that having enough knowledge and tools will be equal to good customer service but it's not. What managers needs to provide is a good working environment where his employees feel trusted and appreciated whatever work they provide. Employees with these type of environment are more often strive for the best quality of providing Customer Service.
