Sometimes we lose sight of how much of a difference one person can make when it comes to customer service in good ways and in bad.

You can be that strong link that person that resolves the issue, regains the trust, and saves the relationship.

Or, you can be that weak link The one that promised and didnt deliver, the one that thought no one was listening or watching, the one that finds excuses.

Customer service is a chain, and a chain is as strong as its weakest link it only takes one for the chain to break.