“We’re sorry, but we’re experiencing unusually heavy traffic. Please try later?”
“Your call is important to us. Please hold on for a moment.”
“We’re unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative from xxx team.”
These are some of the most cringe-worthy phrases customers experience during their purchase and post-purchase cycles. If your company is heavy on these responses, there’s scope of improvement! If your business has customers and if they aren’t treated like real people, the business will soon fade into nothingness. Remember, technology is here to help people, not to replace them. Below are some facts that will shake up your customer service team for the better.
If you want a take your customer service stands to the next level, check out Dhammika Kalapuge’s training on ‘Service Mantras’ on November 13, 2015 where you will learn 16 skills to achieve Service Excellence Culture from the best in Southeast Asia.
Bottom Line: Regardless of rate of change in technology, human touch will always be important for customer care. Automating customer service at the cost of human touch might not be the best idea after-all. For a hands-on learning experience, we recommend you take the ‘Service Mantras’ training by Dhammika Kalapuge.