“Thank you for your patience. Your call is important to us. We will be with you shortly.”
The opening scene of The Best Exotic Marigold Hotel begins with robotic repetition, its coldness undermining any comfort its words might have held. When Evelyn, played by Judi Dench, is finally connected to a person, she explains that her husband has recently passed away. The agent, beholden to a script, pauses and lets her know that she’s unable to discuss the account with her further since the accountholder is unavailable.
The situation is entirely too relatable. Around the web, you’ll find sites offering lists of what buttons to press in order to circumnavigate impersonal auto-attendants and reach a live person. If you are connected to someone, they might not be able to help you, either from lack of training, resources or straitjacket-like policies.
We’re more connected than ever, and yet ironically, more disconnected than ever.
Customers are yearning for meaningful connections with real people. People who empathize and care. People who are positive and helpful. People who treat them like people!
Thankfully, some businesses are catching on and using old-school etiquette (a modern rarity) and personal service to WOW clients. You may have seen the new Discover IT card commercials promising the ability to speak with a human being who treats you according to the Golden Rule. At Ruby, we are on a mission to bring personal connections back to the forefront.
But it’s not just those on the front lines who are taking this lesson to heart; managers, salespeople, and CEOs can all benefit! After all, we’re all people, and we’re all in the customer service industry.