The first thing is the need to be empathetic and the importance of being friendly, super-friendly. Now, we can’t teach them how to be friendly, of course; that’s something that we try to identify during the interview process. But one thing that we can teach in training is how to take pride in being friendly, and how to view a difficult situation as a challenge, where you strive to resolve it so that you’re happy and the customer is happy. So, essentially, taking pride in turning a negative experience for a customer into a positive one.
