3 Keys to a Fantastic Customer Interaction: Swiftness, Friendliness, and Knowledge


I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.”

Here’s a rough transcript of our conversation:

Employee: “Hi, My name is Amy, and it’s my pleasure to help you today. May I please have your name?”

Me: “Hi, Amy. My name is Myra Golden.”

Employee: “How are you today, Myra?”

Me: “I’m well, thank you.”

Employee: (With palatable enthusiasm and genuine interest) “I’m happy to hear that you’re well, Myra.”

Then, smooth as silk, she swiftly moves into questions to determine the problem. The first two solutions she offered did not fix my problem.

Employee: “But, I do think I have a solution for you. Let me de-activate the phone number associated with your account, and we can add the number as a new number.”

She did a quick de-activation, sent me a code, and in under 45 seconds, I was back into my application.

I couldn’t wait to get the survey for this call. I wanted to let the company know how fantastic Amy was.

Amy stood out to me as marvelous based on these three things:

1. She was knowledgeable.

Through a few precise questions, Amy got right to the essence of my issue. When her first two solution attempts failed, she knew exactly what she needed to do.

2. There was no delay, hold, or escalation.

This delight was only possible because of Amy’s expert knowledge. Who doesn’t appreciate a quick support call?

3. Amy was friendly.

She had me at, “I’m happy to hear that you’re well, Myra.” I could picture Amy smiling and leaning into the computer as she spoke to me. Her tone was upbeat and conversational throughout our short interaction.

I’m sharing my conversation with Amy with you because she inspired me, and I hope she inspires you, too.

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

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