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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
"Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
4/11/07 - More on Guilt
On Monday (Coming Clean), I shared a customer service example in which a hotel front desk manager took the proactive step to accept blame for a service miscue. Yesterday (Guilt is Good), I suggested that perhaps his motivation came from guilt.
 
Did guilt really play a role? Is guilt good or bad? I'm not an expert in determining whether or not guilt is a good thing or a bad thing. Do you remember the evil character in the Star Wars movies? Before Darth Vader went to the dark side, he was a good guy. My point is that most things have an upside and a downside to them. It's what you do with the emotion that makes it a good thing or a bad thing.
 
Tomorrow, I'll share reader feedback on how guilt fits into the customer service equation. Are there other emotions that have a positive or negative impact on customer service?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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