A guide to Customer Happiness


Customer Service as a work is simple.

Aside from the fact that the workers themselves are also customers, the work is evolving that the needs of the customers change over time.

This is an ongoing collection of my approach on making sure customer get what they want happily and with a peace of mind.

General Rule

Focus on building relationships as it is the bedrock of any successful interaction and it is done with clear intent to help and respect on handling brutal demands of a changing mood, circumstances and challenges along the way of assisting a customer.

Agree then handle - a customer that does not agree with you will not cooperate and open up with you, so no matter how ridiculous or baseless or inappropriate or personal or out of this world the customer has to say, they need to be agreed with initially to establish rapport.

Assume positive intent, find common grounds and acknowledge feelings as the customer has technical and emotional need that has to be addressed and heard.


Calls Handling

You let the customer speak and vent, appreciate their response, be open to be corrected and tell them that you care, provide the solution, the details of the solution and the time-frame they need for that solution to happen and assurance that they can be assisted whatever happens.

    In special scenarios:

  • You get an interpreter line for challenged speakers
  • You respectfully acknowledge a loss of a loved-one
  • You acknowledge and listen to the customer’s personal hardship for them to be heard
  • You escalate properly when there’s an emergency or urgent authorities need in the call
  • You adjust your voice respectfully on the elderly and people with medical condition as well.

Email Handling

Depending on the business intent, tone and the choice of words, you must do essential things: tell them that you care, provide the solution, the details of the solution and the time-frame they need for that solution to happen - in any order as long as the customer does not feel they are being passed around, you give the reader actionable response that they can use or expect in your email.

    In special scenarios:

  • You get an interpreter line for challenged speakers
  • You respectfully acknowledge a loss of a loved-one
  • You acknowledge and listen to the customer’s personal hardship for them to be heard
  • You escalate properly when there’s an emergency or urgent authorities need in the call
  • You adjust your voice respectfully on the elderly and people with medical condition as well.