This policy is all about tone. With so much customer service going overseas to countries that have different cultures around service, I've seen quite a bit of overly deferential customer service lately. Our goal is to be seen as being equals by our customers. An equal is someone you go to for advice. An equal is someone you build a relationship with.
Scenario: I enter a chat, and list my name as David Mason in the pre-chat survey.
Unacceptable Replies: Hello Mr. David Sir (I get this one a lot from Indians), Hello Sir, Hello Mr. Mason, Hello Dave (if I put my name as David, don't jump to Dave), Hello Mr. Mason Sir, etc.
Better Reply: Hi David, welcome to The Knobs Company, how can we help you today?
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