Connecting with others is the key to great customer engagement
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!