The customer service thought for the day comes from Seth Godin in a post he titled “Rapport”:
Modems are no match for human interaction and trust. Not carefully tracked online ratings, but the sound of a voice, the tone of authority, the receipt of a favor. It matters more than it ever did.
As the online world gets fancier with website stats and social networking communities, you would think the state of customer service would be better. However, in actuality, this technology seems to have driven us further apart from one another. Who calls their customers anymore? Everything is automated - from emails to newsletters and sometimes even blogs.
Here’s a tip for you: If you receive an email from a customer or potential customer who happens to leave a phone number, call with your response and seize the opportunity to build a rapport with them!
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