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Liability v Lovability
Mon, Oct 05, 2020
Almost all customer service calls begin with this one-liner – “This call may be recorded for training purposes.”
This is where I feel most companies are missing a massive opportunity by aiming for the bare minimum and just checking the liability box.
People call for support because they have a need or a problem.
They’re most likely to listen to you because they rely on you.
Look at this opportunity through a lovability lens to kill any buyer’s remorse and accelerate brand advocacy.
Instead of playing the boring one-liner, companies should seriously reconsider their recording strategy.
- Focus on them, not us: Tell them the recording is to improve the way we serve customers ‘like you’, not for ‘our training’.
- Record for review: Say that it’ll come in handy in case we need to review the conversation in the future.
- Make it easier: Use this time to tell them the best ways to reach you fast and easily.
- Thank them: Importantly, thank them for trusting you and being your customer.
What else would you add to this list? Let me know!