Remember your experiences in customer service, as a customer, and what made them so good (or bad!). In terms of customer service, we mostly remember the extremes, the parts awaking the strongest emotions, being positive or negative… and we talk about them for a while.
Memories linked to emotions linger in the brain. Therefore, in our work, we seek to spark pleasant and positive emotions in our customers through the provided service.
However, it is not your perception of who and what you are that matters, but the way others perceive your behaviour, what they feel towards you and how they respond to these perceptions. That is the real test!