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Our Forum Etiquette / Interaction Pact
We are all customers and companies alike. We need to trust the people with whom we do business. Our members expect honest, straightforward interactions where their voices are heard before, during, and between purchases. Companies work to inspire customer satisfaction and brand loyalty by constantly improving the products and services they offer.
It is evident that we all have a crucial stake - and responsibility - in transforming the adversarial tone that all too often dominates the customer experience. If we work together and share the responsibility of furthering effective conversation, we can build mutually respectful long-term relationships.
By adopting these five, practical values, we can together realize a meaningful shift in our business relationships.
1. |
Be Human |
Use a respectful, conversational voice. Avoid scripts and double talk. |
Be understanding. Show the respect and kindness you'd like shown to you. |
2. |
Be Accessible |
Cultivate a public dialogue and demonstrate your responsiveness and willingness to be held accountable. |
Share issues directly with a company or individual, where that company or person has a chance to respond. |
3. |
Be Authentic |
Encourage employees to use real names and offer a personal touch. |
Use your real identity. Foster a long term relationship with one another. |
4. |
Be Patient |
Not everyone 'lives online'. Some questions take longer to answer than others. |
Give each other the information and time required to adequately address issues. |
5. |
Be Productive |
Do your best to keep the conversation going. Demonstrate good intentions by speaking candidly with customers as you work towards a solution. |
Be ready to continue conversations you begin. Give people the benifit of the doubt while they work towards a solution. |
