Almost all customer service calls begin with this one-liner – “This call may be recorded for training purposes.”

This is where I feel most companies are missing a massive opportunity by aiming for the bare minimum and just checking the liability box.

People call for support because they have a need or a problem. 

They’re most likely to listen to you because they rely on you.

Look at this opportunity through a lovability lens to kill any buyer’s remorse and accelerate brand advocacy.

Instead of playing the boring one-liner, companies should seriously reconsider their recording strategy.

1. Focus on them, not us: Tell them the recording is to improve the way we serve customers ‘like you’, not for ‘our training’.
2. Record for review: Say that it’ll come in handy in case we need to review the conversation in the future.
3. Make it easier: Use this time to tell them the best ways to reach you fast and easily.
4. Thank them: Importantly, thank them for trusting you and being your customer.