From John Castaldi at Impact Blog
Customers are smart enough to recognize insincere efforts. It does not matter how knowledgeable and skillful we are — if we lack a “service-oriented” attitude. If we do not also possess this attitude for serving customers, our customers will experience service that is scripted, plastic and unauthentic. In other words, world-class customer service requires an alignment of heart (attitude), head (knowledge) and feet (skills). Alternatively, customers leave the experience like they would a mediocre meal – perhaps full, but definitely not satisfied.
Nice analogy there with the meal imagery. I can leave a restaurant not hungry despite having a horrible server. But that’s not how it should be.