Your customer service team are not their behaviour

Products are tangible and service is intangible. To confuse the issue further, services are delivered by humans who are often frustrating, temperamental and often completely unpredictable at the best of times. If you manage a team of customer service professionals try to find patterns of behaviour in the people and manage the patterns of behaviour instead of complaining about the lack of productivity or lack of customer service ethics of the people. Behaviour is something you can alter, fix and change. Whereas people are difficult to alter, fix or change. Remember, people are not their behaviour.