Customer Service - Is Your Customer Service Really Effective?

In customer service we often fail to prove to the customer, when we write our response that we read their incoming complaint or inquiry carefully. We omit specific details about what made them unhappy or what they needed help with. And when they receive our response, they think, you could have sent this to any one. Do you see me at all? Do you know who you're writing to in live chat? I think we sometimes blunder when we fail to manage the delays in live chat that are natural to providing service in that channel.