Customer Experience: From Warmth to Competence in 7 Seconds

March 21, 2018

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You have 7 seconds to stop apologizing and fix the problem. That’s what new research in customer experience shows. If there’s a problem, warmth and empathy help (for 7 seconds) but then you need to jump in and brainstorm solutions with the customer.

And even if the outcome is not ideal, the fact that you showed initiative and worked with the customer to come up with options creates a better customer experience.

So stop apologizing and get good at improvising, brainstorming solutions, and problem-solving.