I recently chatted with a QVC Customer Service Representative about the status of a product return. I simply wanted to confirm that my return was received, but I walked away from the chat session with a Beyond WOW reaction. The WOW started with this message from the Representative:
“Ms Golden, I’m so sorry the Canon Vixia HV30 MiniDV HD Camcorder hasn’t been processed as of yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC. I hope your item is processed soon.”
4 important things happened here.
The Representative addressed me by name. It’s a small thing that makes a big difference. Taking the time to address customers by name in email or chat conversation is an easy way to establish rapport and demonstrate respect.
- An apology was offered. A sincere, well-timed apology can disarm an angry customer and demonstrate that the company truly cares about customers. While I wasn’t upset, the apology did result in a warm feeling.
- Empathy was brilliantly used to relate and establish rapport. The best thing about this chat conversation for me was the fact that the Representative “Related and Responded.” It was as if she put herself in my shoes and thought about how she’d feel if her $900 credit hadn’t yet appeared on her credit card. I definitely was anxious to have my money refunded. She related to me and responded: “I know you’re anxious to have this completed “
- The session ended on positive and sincere note. “You’re certainly welcome, my pleasure! Have a wonderful day and please don’t hesitate to contact us anytime, we’re always glad to help.” I smiled as I read the last communication from the Representative. I felt that she enjoyed speaking with me.
I was WOWed because the Representative “Related and Responded.” This picture-perfect communication from QVC impressed me so much that I created an entire email handling elearning module around the Representative’s ability to Relate and Respond. I call it “Before You Hit Send.”
The Before You Hit Send eLearning focuses on helping customer service representatives craft emails and manage chat sessions in such a way that they create emotional connections and leave customers saying WOW! Learn more about my email customer service eLearning.
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