Is Customer Service what it used to be?
If you go back a few years, you’ll see that Customer Service was very different because of what was available at the time, what the emphasis was put on and the resources that were available at the time (eg. AI).
Let’s start with going over what Customer Service is. It’s the way you service your customers and the outcome should essentially be to have a happy customer.
There is far more emphasis on Customer Service and the Customer Experience now that there are so many ways to do it. You can have it online, in person, via chat, Social Media, messaging, AI or even using chatbots.
Going back 20 years, Customer Service could be 100% by flashing a smile and helping the customer with their inquiry. There wasn’t a Social Media page to vent about your experience back then, so no one knew if the company was great until you told them. You can have as many options as you like when it comes to your customers, but having the right channel and the right approach is what matters.
Navigating the maze of Customer Service can be tricky with so many different options. First, you should look at your target market and their habits – Are they going into a shop and doing business face to face? Are they chatting online? Are they researching your website and reviews before they even consider coming in to see you? Having this information would be your starting point.
Publish Date: June 9, 2017 5:00 AM
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