There were two of the lessons that stood out to me from Chapter 2.
The first is empathy. This is probably the most valuable tool in a customer service job. You leave all your personal drama at home and you treat each interaction with the customer/coworker as a fresh meeting. We had so many bad examples of how to not to talk to a customer/coworker in this module that it was mind boggling how these people got hired. I’m glad the book teaches us how to talk and interact with those on the other side of the chat/phone/email.
The second is keeping conversations short and easy to understand. From my experience the more a person is familiar with their role the more they use jargon and abbreviations. This is a bad thing because when responding to a vast customer base because a person might feel overwhelmed and not understand instructions clearly or their command of the English language might not be conversational. For myself trying to transition into a career into either IT or Cyber Security has me developing me a dislike for acronyms. My Fiance works with tech companies and she has to constantly remind the tech teams that their product might fail if the general public has no idea what their abbreviations or jargon means.
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