Comments
afwriter
6/10/2016 10:30:47 AM
User Rank Platinum
Forced Customer Service
While, it is unfortunate that the internet has enabled libel on a grander scale, I think it is awesome that the fear of poor reviews and revenue loss has led to companies finally doing right by the customers who keep them in business.
I love the point about how the newest technology doesn't always win customers (even though I am a sucker for it,)
afwriter
6/10/2016 10:30:48 AM
User Rank Platinum
Forced Customer Service
While, it is unfortunate that the internet has enabled libel on a grander scale, I think it is awesome that the fear of poor reviews and revenue loss has led to companies finally doing right by the customers who keep them in business.
I love the point about how the newest technology doesn't always win customers (even though I am a sucker for it,)
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.
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.
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 :(...
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.
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.
mpouraryan
6/14/2016 9:41:58 PM
User Rank Platinum
Re: Forced Customer Service
You're very kind Ma'am. The dilemma I have is that I am increasingly a distinct minority as the quest for automation seems to be the way forward at the expense of the human touch.
DHagar
6/14/2016 10:41:10 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, understand! We tend to go overboard on the new - getting excited and ignoring what has been established and/or what the impact is (on customers and the human employees). So we tip the boat from one side to the other.
The true "sustainable" position is to have the technology "augment" the human factor - that would keep us in better balance. Maybe we will learn that is Tech 2.0.
mpouraryan
6/15/2016 12:23:31 PM
User Rank Platinum
Re: Forced Customer Service
The bigger question in this transformation quest is whether we are able to make this "Great Leap" or not?
DHagar
6/15/2016 1:35:18 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, I don't think we have a choice - and failure is not an option - so it will be sink or swim. Maybe that will be our motivation, if not better quality itself.
mpouraryan
6/15/2016 1:57:56 PM
User Rank Platinum
Re: Forced Customer Service
You are more hopeful @DHagar especially as we're witness to such:
Jun 14, 2016 · Pepper the humanoid robot has started work as an assistant on the reception desk in hospitals in Liege and Ostend
Where will it end?
DHagar
6/15/2016 2:35:41 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, technology advancements will never end - but neither will we!
mhhf1ve
6/15/2016 6:17:05 PM
User Rank Platinum
Re: Forced Customer Service
A robot receptionist isn't that remarkable... Artificial intelligence research has been working on replacing the DOCTORS for decades now. There used to be attempts to get medical diagnosis algorithms that would accept symptom inputs and output treatments, but those programs are now somewhat discredited. However, it looks like more recent AI doctors could help be the "Dr. House" robot -- offering the exotic diagnoses that human doctors might overlook because of obscurity or overlapping/mistaken symptoms.
Robot surgeons are right around the corner, though.. nearly capable of doing better than human surgeons for a variety of tasks like stitching tissues back together or using lasers to spot weld or cut blood vessels....
mpouraryan
6/16/2016 11:15:01 PM
User Rank Platinum
Re: Forced Customer Service
I think you're missing the broader point I'm making @mhhf1ve about the erosion of humanity--as I am well aware of the advances in Surgery that has been made in that vain as I have seen some research that I believe was done in China. It is coming--the question as I have underscored is how to harness it for the betterment of all so that in the end we are not doomed to what I like to call "the Battlestar gallatica " scenario: http://www.imdb.com/title/tt0407362/
Wishing all a fab Friday--and a fab W-End!!
:)
dcawrey
6/18/2016 9:31:13 AM
User Rank Platinum
Re: Forced Customer Service
As a customer, I think this is great.
No one really wants to have to wait on hold to talk to a surly customer service rep. Investing in technology to make the customer experience better can be a huge differentiator for some companies, that's for sure.
DHagar
6/20/2016 3:51:53 PM
User Rank Platinum
Re: Forced Customer Service
@dcawrey, there you go - that is what it is all about - truly serving the customer. If we can't focus on giving better service we better roll up our mats and go home. If we keep this in mind and put in place the tools to truly accomplish that, we will gain markets, sales, etc.
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.
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.
clrmoney
6/10/2016 11:45:29 AM
User Rank Platinum
Customer Engagement
Tech has to be involved in order for increased income and stability.
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...
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.
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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