Since many of our universities haven't started offering "Customer 
Service" classes - yet - I highly recommend that students, especially students who work in customer service as a part-time gig, take a psychology class.
Yes, take a psychology class. If anything, it will give you a better understanding of the human psyche and why people act the way they do. It'll make you a better service rep, believe me. This is coming from someone who got her degree in Psychology and can tell you it was the best decision she ever made - to learn about psychology.
Think about it, all of our decisions are brain-based and those decisions are influenced by past experiences and who or what we interact with. As a service rep, it's important to know what those influences are and decipher why customers do what they do....like why some customers have no qualms about yelling at you over the phone!
Jam Mayer, over at CallCenterScript, is going on a journey to understand human behavior in order to increase customer satisfaction...What about you?
Right, Maria! Just today (May 31) I posted about Asians better at customer service than any other races. I concluded that whatever the differentiating factor is, CS makes us look deeper into the human psyche. Well, my husband who teaches part-time in Chemical Eng'g Dept. at UP-Los Banos incorporates customer service in his quality assurance subject.
Posted by: Meikah Delid | May 31, 2006 4:25 AM | Permalink to Comment