There are two variables being managed in customer service: the human connection and the perceived quality on offer.
If you have a good human connection but a perceived poor quality on offer, people will courteously leave what you offer.
If you have a poor human connection but a perceived good quality on offer, people will grudgingly take what you offer.
If you have a poor human connection and a perceived poor quality on offer, people will violently attack what you offer.
If you have a good human connection and a perceived good quality on offer, people will expand the market for what you offer.
Whatever you do, never compromise on the perceived quality on offer.
– Osasu Oviawe