Posted by MiriamEllis
The Internet can be a great connector, but sometimes, it acts as a barrier.
Your local business receives a negative review, and the slate-colored words on the bland white screen can seem so cold, remote. You respond, but the whole interaction feels stilted, formal, devoid of face-to-face human feelings, like this:
At least when a complaint occurs via phone, the tone of a customer’s voice tells you a bit more and you can strive to respond with an appropriate vocal pitch, further questions, soothing, helping, maybe resolving. Still, if you’re working off a formal script, the human connection can be missed:
It’s a win when a customer complains in person to your staff, but only if those employees have been empowered to use their own initiative to solve problems. Employees who’ve been tasked with face-to-face interactions but lack permission to act fully human when customers complain will miss opportunity after opportunity to earn the loyalty your brand would give almost anything to amass. Two people can be looking one another in the eye, but if one has to act corporate instead of human, too much formality ensures …read more