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Delight Your Customers by Steve Curtin

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6

Use Appropriate Humor

Business is supposed to be serious, right? To succeed in business requires serious attributes such as persistence, commitment, and dedication. If employees want to be taken seriously by company executives and customers, they would be advised to avoid spontaneity and humor in favor of strict compliance with established corporate norms. Sounds a bit Orwellian, doesn’t it?

Although the above description of business may seem harsh, in the case of most companies, there is at least some truth to it. Unless a company and its employees are intentional about using appropriate humor—humor that is suitable or fitting for a particular purpose, person, or occasion—in service situations, like every other exceptional customer service ...

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