What Customers Expect
Caring, individual attention
Respect
"Tastes So Good, Cats Ask for It By Name"
Meow mix
Offer a prompt, friendly greeting. Identify yourself and offer to help
OPEN the conversation
“There's no crying in baseball!”
A League of Their Own
When using this form of digital communication it's important to demonstrate customer centricity and use positive language.
Short-Form Digital Communication
Honest effort to solve customers' problems
Solutions
"There are some things money can't buy. For everything else, there's _______?
Mastercard
Listen at level 1, ask open and closed questions and confirm your understandings
LEARN about the customers needs.
“Inconceivable!”
The Princess Bride
Using this form of digital communication it is important to be positive, professional, clear and concise.
Long-Form Digital Communication
Invisible behind-the-scenes issues and activities
Simplicity
"Maybe she's born with it. Maybe it's ________."
Maybelline
Explain the situation, Acknowledge the customers feelings and offer any available options
REPLY with information and options.
“Nobody puts Baby in a corner.”
Dirty Dancing
This form of communication includes chat and text
Short-Form Digital Communication
Timely delivery of exactly what is promised
Responsibility
The quilted quicker picker upper
Bounty
Recap next steps, highlight the positive, offer further help then thank the customer.
CLOSE on a positive note.
“You’re killin’ me, Smalls.”
The Sandlot
This form of communication includes emails and digital documents
Long-Form Digital Communication
This is the fuel you use to empathize with the emotions that customers experience when they interact with you.
Emotional Energy
"Can You Hear Me Now? Good."
Verizon
Confirm the Customer's understanding
REPLY with information and options
“Roads? Where we're going we don't need roads.”
Back to the Future
This is any point during an interaction when a customer judges you or the organization
Defining moment