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Good customer service isn’t always about knowing the right answer. Reducing customer effort is one of the most important things you can do to make sure your support is truly exceptional. There’s plenty of research on the importance of empathy in customer service, but the topic is best summed up by Seth Godin in a one-line blog post: We’ve all been there, whether it’s in a customer support setting or an argument with a friend or family member: it doesn’t feel good to talk to someone when you don’t think the person “gets” why you’re mad, upset or disappointed.
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When I click the OK button, the recovery process starts all over again and always stops here.