In a way, customer service and the principles behind it are timeless. A business builds a product or offers a service, consumers have questions, complaints, or creative suggestions about how that product can be improved, and the business receives those responses.
The manner a customer has the ability to contact a business is a soft tendency – open to influence by exponential digital technology; but the existence of the customer’s response is a hard trend – a future certainty that always to arrive.
Because the exponential digital transformation and the disruptions occurring within it are accelerating like never before, many businesses and organizations are using artificial intelligence (AI), such as ChatBots, to manage the influx of customer service requests.
Humans are the customer
While AI applications are certainly a progressive way to meet customer needs, there is a skill missing that I have talked about in other industries: human competence, or the art customer service.
I am clearly a big supporter of disruptive digital technology and its enormous potential to improve and transform our lives for the better; However, it is imperative to keep in mind that a human being is always the end user of a product or service.
For this reason, it is absolutely stupid to think that everyone is always completely satisfied with their experience using a ChatBot or other AI app to get help with their iPhone, car insurance, or maybe their Wix website.
But, based on my Skip It principle, where I teach business leaders to identify a real problem and simply to jump what they think is the problem, the real the problem in the customer service AI applications that a business uses is not the application itself; it is the lack of critical thinking of the human counterparts that ends the transaction!
Return of misfortunes
For example, I recently told someone about their most frustrating customer service experience while researching this blog. Still furious, they shouted “Best Buy!” As a tech company, their customer service is absolutely horrible from start to finish.
To make a long blogging story, this person purchased a Spotify gift card for his wife through Best Buy, and when that didn’t work with the specific Spotify account she has, he wanted to return it. The online ChatBot had the science covered: this gentleman’s return ticked all the boxes, and he just told him to take it to his local Best Buy to return successfully, as long as it hadn’t been used. .
This is exactly what he did and was greeted with blank stares by several customer service employees, who not only had no idea what kind of protocol the ChatBot had asked this gentleman to follow, but him. even just said he could not return the gift card, after being told he could.
After a month from the time of purchase, this person ultimately received his refund, vowing never to shop at Best Buy again. His simple request to return this map turned into a real full-time job of his wasted time, and it was all a result of human beings slacking off in the art of their work, assuming science had it all covered. .
Customer service pre-mortems
There will always be unforeseen challenges in every business across all industries, and primarily, they will come through customer service.
However, having the ability to pre-solve predictable problems, a key skill of my Anticipated OrganizationÂ® Model, This is how you can improve your customer service and, in the same way, move from success to importance to your organization.
Instead of leading from behind, an organization should perform a pre-mortem, this is how you implement my Hard Trend methodology and identify predictable issues with a product or service before the public has a problem.
Let’s refer to the example of Best Buy once again, except that in response to the customer service outage, let’s see how the company could perform a pre-mortem to remedy the situation. This one is actually quite simple.
Customer service reps clearly had a legacy mindset and a time of unpreparedness, where they felt that gift cards absolutely couldn’t be returned. A pre-mortem in this case would take advantage of the fact that they to do authorize gift card returns for their marketing benefit, ensuring that every customer service employee in all of their stores is clear on how to return a gift card and under what circumstances they may not be able to return one.
Leverage comments in a public forum
It’s no secret that in the world of social media, customers are loud and proud online. Every little hiccup they encounter in a business can be tattooed on the comments section of the company’s social media accounts for everyone to see.
Again, the technology is not the real problem. Of course, in the years leading up to the exponential acceleration of digital connectivity, there were no receptacles to go and see how many people openly disliked a restaurant; however, word of mouth marketing has just become physical. It’s still the same concept.
The benefit of this is that a customer service team uses technology exponentially. Respond to customer complaints in public, with the goal of seeing if you can fix the potentially damaged trust, and be sure to do so in an ethical manner. This is yet another example of the artistic side of customer service, in that a robot is not a sentient being and cannot experience dissatisfaction like a human customer service representative. can.
In order to transform your customer service into a service with an anticipatory mindset and to bring satisfaction to customers who might reject the notion of ChatBot technology, you must always remember that there is a Human customer service side. To learn more, explore my Anticipatory Leader System to master these principles and more!