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mpouraryan
mpouraryan
6/14/2016 9:40:53 PM
User Rank
Platinum
Re: Forced Customer Service
To your point, @Bayte, a hospital in Belgium now has robots treating visitors to the Hospital.   The era of the machines has truly arrived.

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DHagar
DHagar
6/13/2016 2:21:27 PM
User Rank
Platinum
Re: Forced Customer Service
@mpouraryan, you are a true advocate for the human component!  And true customer service can only be achieved with human satisfaction - so it is at the heart of customer service.

It is great to see winning companies recognize and acknowledge this.

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DHagar
DHagar
6/13/2016 2:18:53 PM
User Rank
Platinum
Re: Forced Customer Service
@elizabethv - great example of the potential for abuse with misusing one's view to in one experience and misleading customers to "amplify" that voice to reflect something larger than it is. 

That is why true transparency, not hiding info. and not allowing a single view to be perceived to represent the entire market, will be the best protection to both the customer and the business. 

Good companies will value and deliver better customer service and it will reflect in the overall customer service ratings.

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batye
batye
6/13/2016 12:33:31 PM
User Rank
Platinum
Re: Techs Engagements
@clrmoney yes, but not always, as sometimes you must sell first, how I see it :) 

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clrmoney
clrmoney
6/13/2016 11:22:17 AM
User Rank
Platinum
Techs Engagements
Tech should be engaged more because they need all the customers they can get to keep them for what ever new products or services that become available for the public etc.

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batye
batye
6/13/2016 3:57:59 AM
User Rank
Platinum
Re: Forced Customer Service
@mpouraryan I trust you are right but this days Co. want customer to deal with machine... even banks :(...

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batye
batye
6/13/2016 3:55:59 AM
User Rank
Platinum
Re: Customer Engagement
@clrmoney not always or all case, but it does make sense for tech to be involve... how I see it...

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mpouraryan
mpouraryan
6/12/2016 7:54:00 PM
User Rank
Platinum
Re: Forced Customer Service
@Dhagar:  The need for customer engagement has to be a given--as well as how companies deal with customers.    What has to be central, though, is the human touch I have underscored throughout my comments.

 

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elizabethv
elizabethv
6/11/2016 9:05:54 AM
User Rank
Platinum
Re: Forced Customer Service
@afwriter - I think internet reviews can be a mixed bag. Or, at the very least, they give me a mixed bag of feelings. Not that I'm not the first person in line to leave a negative review when I've had a bad experience somewhere. Still, about two months ago or so there was a dog boarding place where a dog was beaten by an employee. All of a sudden there was a massive outlash at the facility - including a large number of negative reviews from people who had never done business with the facility. The sad thing was, it was just an employee that had done the damage, not the owner. And the owner took immediate action to fire the employee and apologize to the customer and the public as a whole. Still, his business was hit hard. On the hand it was the owners responsibility to ensure he was hiring good people, but at the same time, I would hope he at least believed the employee was a good person. And I know for a fact some of the most dangerous people are amazing at putting on a good front. I don't believe his entire business should have been persecuted the way it was for the actions of one employee. (Now if that had been a pattern at the business, my opinion would be completely different.) Nontheless, one thing is clear, customer service is one of, if not the most important aspect of any business. And with the internet able to spread information with the blink of an eye, all businesses should be putting customer service first.

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DHagar
DHagar
6/10/2016 7:14:04 PM
User Rank
Platinum
Re: Forced Customer Service
@afwriter, good points about the internet creating transparency - which is driving attention to customer value.  That truly is a game changer in that the customer ratings are now highly visible and have a direct impact on sales.

I think the points of technology now being a utility, more than a differentiator, are true, customers can get the technology from a growing number of providers.  The difference becomes the TSPs that can truly "solve the customer's problems".  That is what will win and keep the customers today.

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