I received this email today. While this is a B2C example, I think we can all see the risks inherent to any of our businesses. I did not edit this email at all, outside of deleting the reference number.Hi Jim, This is <agent first name>, from The Logitech Customer Care Team. How’s everything going, Jim? We have sent a response and we haven’t heard back anything from you. We just want to make sure that we were able to address your concerns before the system automatically tag your case as closed. Is there anything else I can help you with? If your issue has not been resolved, please do not hesitate to update me. If you have any additional questions, please feel free to visit our website at http://logitech.com or reply to this e-mail. This is your support reference number: [reference number]. Thank you for choosing Logitech and have a wonderful day. Sincerely Yours, <agent first name>
Now, this wasn’t the most personal email I’ve ever received. Especially since this is the third time I have received this exact email from a tech!
Scripts are useful, and they help ensure consistent service. But over-reliance on them really doesn’t help. Using the exact same message coming three times shows you are inauthentic, let alone signing off as <agent first name>!
Have a great holiday weekend!
<customer experience blogger>