I met Richard Shapiro at a recent CX Meetup in NYC and was reminded that he talks at length about high quality customer service in his book, "The Endangered Customer: 8 Steps to Guarantee Repeat Business." As Internet talk of automated chat and messaging bots hits a fever pitch, I found this portion of his book prescient and, with Richard's permission, wanted to share it with you. -Karl
It all begins with hope.
It may sound obvious, but if you wish to make a human connection with a customer—in person, on the phone, or online—then the most important thing to remember is each individual’s humanity. Human beings come to you with hope in their hearts. They need or want something they haven’t found elsewhere, and they hope you have the answer. Perhaps they are looking for the perfect Valentine’s present, a watch for their son’s graduation, or a gift for friends who just moved into a new home. Your job is to give them hope that they’ve come to a place where their problem or desire will be addressed in a helpful, friendly manner.