Connecting with others is the key to great customer engagement

I get you and I care - super customer service guy

In my last blog post on ‘Why relationships really matter‘ I talked about the benefits and importance of connecting with others.

Here’s a great example of what ‘great looks like’ in the context of connecting with others in customer service situations…

Last night before I went to sleep, I logged a technical issue with Apple. The email I received this morning came form  someone who had great skill in connecting with me and establishing trust.

Here’s an excerpt:

I am sorry to hear that you are unable to .…   I understand that …
— In other words, I hear you have an issue. This is what the problem sounds like to me.

I can imagine this was surprising and led to some disappointment. Rest assured I will do my best to advise you further.
— In other words, I can empathise with how you are feeling.

I hope the information provided is helpful but please feel free to email me back if you need further assistance.
— In other words, I’m here if you need help. You don’t need to face this alone.

Have a nice day!
— In other words, I care enough about you to think about what happens next, even if it’s nothing to do with me.

When I read this response I felt cared for, understood and relaxed about what was going to happen next . Service gold!