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When does a business deliver exceptional customer service? It is when the volume of incoming calls handled by their customer service department is nil. To be more elaborate, it is when none of its customers are facing any inconvenience with regards to the company’s products or services and as a result of which there is no need for them to interact with the customer service department. But in a not so ideal world, hick-ups do…

Trin! Trin! The phone rings and John, a customer service representative employed by a reputed company, hurries to pick up the call. Before he could even utter a word, the customer at the other end of the phone starts yelling, “I’ve had enough of you. I want my issue to be resolved immediately.” And he demands to speak to a superior. Upon hearing this, a visibly stunned John, tries to calm the air by using…