MA. LOURDES TIQUIA
MOST companies offering services and products would often have customer service protocols and customer relations management (CRM) guidebook and software. Customer service is the “provision of service to customers before, during and after a purchase”. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”. Adjusting to the personality of the guest is the controlling factor, most especially when the guest is quite irritated at the way some call center agents do not show patience or are not trained to handle protocols efficiently.