Customer Service.....Crap

Do you ever wonder about people in Customer service positions?
Recently I have. I use to think that it was a totally trainable position. That it was a learnable thing.
I am finding out more and more everyday that that is not true.
You know you can go someplace or call some 800 # to get ... what's that word? OH! I know its HELP! What do you get. I would like to think that about 50 % of the time (probably more like 75%) you get some person that is following policy and proceedure, sometimes they are even just reading a script!! Now sometimes you even get someone that SOUNDS like they care. They have the right Tones in there voice, but it just seems that if it is not on there Troubleshooting list, they cannot think outside of a box. Have you ever found that ???
I have, and I am currently dealing with it right at my own work. UGH! I just don't get it.
There are ,apparently, little know tricks to Customer Service. I would still like to think that it is a learnable trait. However right now I honestly do not know for sure.
Trait #1) Listen to the guests. I know that that sounds SO simple. But really that is all it takes sometime. Your guest is frustrated and just wants to make sure that you under stand and ....
(this leads me to #2)
2) learn the word Sorry. Say it often.True most of the time I really do not mean it. I could care less. But I do honor the fact that they are having a hard time and if I am not sorry and fix the problem. They will shop elsewhere and I will not have a job! Pretty simple Huh? Learn to make it sound like you MEAN IT. even if you could care less! (I got really good at it when I had kids. " Oh I'm sorry you got hurt" 'Im sorry you did not get a candy"
3)Learn the rules of your work. But realize that it is just a box, and there is a whole world outside of that box that is excessable.
4) Dont Judge!!!! Just remember Guests are calling cause they do NOT know what to do!!!
They Need help and you can Make there day!!!! BE the HERO!!!!!! not the villian.

Honestly I think that is really it. 4 things . That is it!!!
I do not understand Why any of that is sooo hard. Yet everyday I hear condisending tones in
other employee's. Comments like...'Why should we help them, They bought it over 1 year ago!!!'

We should Listen to see if either we can help them at the store..... or extended warrenty,
but for the last comment, that guest had the extended warranty. Why not be the hero.
Why be the pain in the customers butt???
Well, this was my frustration today. I just needed to get it down, and out of my head!