Acknowledge, align and assure your way to personal customer service

When it comes to customer service, competence is just the minimum viable product. You need more than just the technical capabilities to serve and solve the customer’s problems. That “more” is the personal connection between customer and customer service. An interaction may be objectively perfect: the customer called, you fixed their problem, they went home. But between the lines, the connection is missing.

As nebulous as the concept of “emotional connection” is, there’s actually a handy little formula you can use to create it and push your service that step further. That formula is called “Acknowledge, Align, Assure”.

What is “Acknowledge, Align, Assure”?

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