Читать книгу Service Design - Ben Reason - Страница 19

When it comes to customer relations, people see straight through things that are meant to be personal but actually are not. Humans are so well attuned to interpersonal interactions that communications such as “personalized” form letters can come across as almost creepy. Worse still, these kinds of faux personal communications are prone to simple glitches, such as old data or typos, leading to personalized life insurance letters being sent to dead relatives, or Mr. Jones being addressed as “Dear Mrs. Jones.” There is only one type of personal, and it is to be genuinely personal. For that to happen, of course, the company culture must be one that encourages it and one in which employees feel happy working. Grumpy, stressed people have grumpy, stressed interactions.