Losing the human touch from customer service can be bad for business
Opinion May 15, 2017May 27, 2017 Business Matters
Customer engagement is one area that is continually linked with a shift towards automation, especially as artificial intelligence and self-serve platforms become more developed and gain further recognition for their ability to drive efficiencies whilst offering customers speed and convenience.
By 2020, 85 per cent of customer interactions will be managed without people, according to Microsoft’s Richard Peers, who recently told the Systems in the City Conference in London that customers will still be able to have “conversations” with businesses – but without the need for staff.
However, while there is no doubt that consumers value the multi-channel offering now available from most businesses, new figures have sounded a warning to companies not to overinvest in technology at the expense of more traditional communications channels that require the human touch.
Giving customers what they want
While the growth of digital communication channels like email, social media and web based self-serve portals, have had an increasing impact on customer service, more than half of consumers still prefer to engage with businesses face to face or over the phone, especially for more complicated enquiries.
However, what is also clear is that the channel consumers choose in the first instance is most likely dependent on the type of enquiry they have. For example, our research shows that most consumers prefer using email when requesting basic information from a business, but this channel is only preferred by 11 per cent of consumers with a more complicated problem, or 17 per cent who want to make a booking.
On the other side of the spectrum there is still a significant number of consumers who prefer to deal with a business over the phone, particularly when making a booking – like a hotel room or holiday – but only 13 per cent of customers would prefer to complete tasks like paying a bill over the phone, preferring instead to complete these tasks through electronic communication like a self-serve portal.
These findings have clear implications for businesses.
Dictating to customers which communication channel they can use, or trying to force them down a particular route, can be damaging to a ...
​
Great Customer Service Starts with a Clear Purpose
February 28, 2017
Photo Credit: Disney Institute.
By Bruce Jones, Senior Programming Director, Disney Institute
Most organizations genuinely want to provide excellent customer service. As we at Disney Institute have seen through our work training business leaders and organizations around the world, however, consistently delivering this goal remains challenging.
Among the most common factors contributing to the discrepancy between the customer service experience that organizations want to provide and the one that they actually provide is their failure to supply their employees with the resources and training necessary to meet customer service expectations.
Read more from Disney Institute:
-
How a Jungle Cruise Provides a Lesson in Exceptional Customer Service
-
Why Your Employees and Colleagues Might Be Your Most Important Customers
One of the very first—and most important—steps leaders can take in their efforts to create a culture that focuses on providing exceptional customer service is to help employees understand the organization’s overarching goals. When employees see clearly how their efforts contribute to the organization’s goals, they are better able not only to meet but also to exceed customers’ expectations.
Here’s an example from within our own organization of an employee who has been trained to provide the ultimate in customer service:...
​
read more...
Study: Consumers rate privacy, transparency, and trust over customer service
Andrew Birmingham/ October 18, 2017
When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service.
The findings are contained in a global study by SAP Hybris of 20,000 consumers.
According to Johann Wrede, Global Vice President, Strategic Marketing, regard for how their data is treated factors heavily in how consumers think.
“The number one reason why people said they would walk away from a brand was not poor customer service, it was not the company making the same mistake twice, instead it was when the brand used their data without them knowing.”
“Privacy transparency and trust are more important than customer service,” he said.
The study also found consumers are uncomfortable about where their data is stored with for instance 40 percent of US consumers who said they were willing to share information changing their minds if told the data would be stored offshore.”
Despite these findings, consumers around the world generally speaking are happy enough to buy into the digital value exchange where they provide information about themselves in return for a service.
“80 percent of the people asked said they were willing to share something to get what they wanted.”
Even here though there were significant differences across geographies.
In Japan only about half of the people said they were willing to share, whereas, in both Colombia and India , 91 percent said they were willing to share according to the study.
“As a global business trying to create a customer experience you have to take these differences into account,” said Wrede.
According to the 2017 SAP Hybrid Global Consumer Insight Report, “The results show two main themes. First, consumers expect companies to be transparent about how they use their data, and not to abuse their trust.
“Second, consumers expect to be rewarded for sharing their data through giveaways and rewards, as well as high-level and contextual customer service. They say it takes two to make a relationship, but these days consumers hold the balance of power, and brands need to prove themselves worthy. “
​
4 must-read customer service articles
13/09/2017
Gamelearn
No Comments on 4 must-read customer service articles
Customer service is vitally important for any business. How will your business survive if you don’t have customers?
These four articles will help you understand all the secrets of customer service and enable you to improve the way in which your employees treat your customers:
1 – The ultimate guide to improving customer service in your company
If you are searching for a complete, rigorous, practical and straightforward text, you hit the nail on the head. In this article, you will discover what customer service really is, why it is so important, the main strategies to implement in your company and the best customer service techniques. If you only have time for one article, this is it.
2 – Six secrets about customer service training that will drive your business
In this article, you will discover six tricks directly focused on improving your business. The purpose of the text is to help you identify those aspects of customer service that could quickly and effectively affect the results of your company.
3 – A course in customer service does not suffice, your team needs practice
If you want your company to get a perfect score in customer service, you will need to invest in training your staff. But be wary: theory isn’t good enough. In order for your employees to attain all the necessary skills, you need to have them practice. This article will explain how and why.
4 – Four secrets to acting with empathy and improving the quality of your customer service
Many people think that empathy is something innate, but nothing could be further from the truth. Putting yourself in the shoes of your customers and understanding their needs is one of the most forgotten secrets to obtaining an excellent customer support service. This article gives the four secrets to make empathy the distinctive feature of your company.
​
read more...
Losing the human touch from customer service can be bad for business
Opinion May 15, 2017May 27, 2017 Business Matters
Customer engagement is one area that is continually linked with a shift towards automation, especially as artificial intelligence and self-serve platforms become more developed and gain further recognition for their ability to drive efficiencies whilst offering customers speed and convenience.
By 2020, 85 per cent of customer interactions will be managed without people, according to Microsoft’s Richard Peers, who recently told the Systems in the City Conference in London that customers will still be able to have “conversations” with businesses – but without the need for staff.
However, while there is no doubt that consumers value the multi-channel offering now available from most businesses, new figures have sounded a warning to companies not to overinvest in technology at the expense of more traditional communications channels that require the human touch.
Giving customers what they want
While the growth of digital communication channels like email, social media and web based self-serve portals, have had an increasing impact on customer service, more than half of consumers still prefer to engage with businesses face to face or over the phone, especially for more complicated enquiries.
However, what is also clear is that the channel consumers choose in the first instance is most likely dependent on the type of enquiry they have. For example, our research shows that most consumers prefer using email when requesting basic information from a business, but this channel is only preferred by 11 per cent of consumers with a more complicated problem, or 17 per cent who want to make a booking.
On the other side of the spectrum there is still a significant number of consumers who prefer to deal with a business over the phone, particularly when making a booking – like a hotel room or holiday – but only 13 per cent of customers would prefer to complete tasks like paying a bill over the phone, preferring instead to complete these tasks through electronic communication like a self-serve portal.
These findings have clear implications for businesses.
Dictating to customers which communication channel they can use, or trying to force them down a particular route, can be damaging to a ...
​
Great Customer Service Starts with a Clear Purpose
February 28, 2017
Photo Credit: Disney Institute.
By Bruce Jones, Senior Programming Director, Disney Institute
Most organizations genuinely want to provide excellent customer service. As we at Disney Institute have seen through our work training business leaders and organizations around the world, however, consistently delivering this goal remains challenging.
Among the most common factors contributing to the discrepancy between the customer service experience that organizations want to provide and the one that they actually provide is their failure to supply their employees with the resources and training necessary to meet customer service expectations.
Read more from Disney Institute:
-
How a Jungle Cruise Provides a Lesson in Exceptional Customer Service
-
Why Your Employees and Colleagues Might Be Your Most Important Customers
One of the very first—and most important—steps leaders can take in their efforts to create a culture that focuses on providing exceptional customer service is to help employees understand the organization’s overarching goals. When employees see clearly how their efforts contribute to the organization’s goals, they are better able not only to meet but also to exceed customers’ expectations.
Here’s an example from within our own organization of an employee who has been trained to provide the ultimate in customer service:...
​
read more...
Study: Consumers rate privacy, transparency, and trust over customer service
Andrew Birmingham/ October 18, 2017
When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service.
The findings are contained in a global study by SAP Hybris of 20,000 consumers.
According to Johann Wrede, Global Vice President, Strategic Marketing, regard for how their data is treated factors heavily in how consumers think.
“The number one reason why people said they would walk away from a brand was not poor customer service, it was not the company making the same mistake twice, instead it was when the brand used their data without them knowing.”
“Privacy transparency and trust are more important than customer service,” he said.
The study also found consumers are uncomfortable about where their data is stored with for instance 40 percent of US consumers who said they were willing to share information changing their minds if told the data would be stored offshore.”
Despite these findings, consumers around the world generally speaking are happy enough to buy into the digital value exchange where they provide information about themselves in return for a service.
“80 percent of the people asked said they were willing to share something to get what they wanted.”
Even here though there were significant differences across geographies.
In Japan only about half of the people said they were willing to share, whereas, in both Colombia and India , 91 percent said they were willing to share according to the study.
“As a global business trying to create a customer experience you have to take these differences into account,” said Wrede.
According to the 2017 SAP Hybrid Global Consumer Insight Report, “The results show two main themes. First, consumers expect companies to be transparent about how they use their data, and not to abuse their trust.
“Second, consumers expect to be rewarded for sharing their data through giveaways and rewards, as well as high-level and contextual customer service. They say it takes two to make a relationship, but these days consumers hold the balance of power, and brands need to prove themselves worthy. “
​
4 must-read customer service articles
13/09/2017
Gamelearn
No Comments on 4 must-read customer service articles
Customer service is vitally important for any business. How will your business survive if you don’t have customers?
These four articles will help you understand all the secrets of customer service and enable you to improve the way in which your employees treat your customers:
1 – The ultimate guide to improving customer service in your company
If you are searching for a complete, rigorous, practical and straightforward text, you hit the nail on the head. In this article, you will discover what customer service really is, why it is so important, the main strategies to implement in your company and the best customer service techniques. If you only have time for one article, this is it.
2 – Six secrets about customer service training that will drive your business
In this article, you will discover six tricks directly focused on improving your business. The purpose of the text is to help you identify those aspects of customer service that could quickly and effectively affect the results of your company.
3 – A course in customer service does not suffice, your team needs practice
If you want your company to get a perfect score in customer service, you will need to invest in training your staff. But be wary: theory isn’t good enough. In order for your employees to attain all the necessary skills, you need to have them practice. This article will explain how and why.
4 – Four secrets to acting with empathy and improving the quality of your customer service
Many people think that empathy is something innate, but nothing could be further from the truth. Putting yourself in the shoes of your customers and understanding their needs is one of the most forgotten secrets to obtaining an excellent customer support service. This article gives the four secrets to make empathy the distinctive feature of your company.
​
read more...
