I'm training a group of new Brand Ambassadors to respond to consumers who contact us via email. One of the goals we've been given is to build rapport with the consumer so that they know that a real human being is reading their question, comment and/or concern. We want them to know that their response isn't a form letter or a pre-written, auto-generated email response, but a thoughtful response from someone who wants the consumer to be happy with our products.
I made the mistake of explaining this to the class by saying "we want the consumer to know that we're not robots", and I stressed the importance of starting off strong with your response without fully appreciating the sarcasm that runs deep on our team.
Pretty tough to argue against that opening, eh Rachel?