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╭━━ 🎩 DEGEN ━╮ Lord of the Base ╰━━━━━━━━╯
As much as AI can make customer service faster and more efficient, my take is that it can never replace great humans. 🗨️ If you've been interacting with AI chatbots🤖, share your thoughts!
Hints on how I deliver great customer service #1: Meet your customers where they are Customers want to connect with you on the same channels they use daily. According to Zendesk Benchmark data, 30 percent of consumers rank the phone as the top preferred channel for complex and nuanced problems, followed by email (14 percent) and in-person (13 percent). As you can see, it’s a mixed bag, meaning you should have a presence in multiple mediums. Embrace an omnichannel approach to customer service—one that creates connected and consistent customer interactions across all touchpoints, from online customer service to phone calls. This allows you to meet your customers where they are and deliver personalized customer service, no matter the software.
Customer service agents must be coachable! Coachable customer service reps understand that advice and feedback can come from anyone, including peers or direct reports. They are willing to listen actively and implement feedback into their daily routines and customer interactions. While coachability is a great skill, it doesn’t happen without an open line of communication, approachable management teams, and the willingness to learn.
Flexibility as a customer Service Skill: Adaptable customer service representatives anticipate and plan for changes, while flexible agents react to and accommodate customer needs immediately and situationally. Flexibility in a support environment is especially useful when there are immediate changes to service software, working environments, hybrid or remote communication methods, and company products or services.
My great customer service skill. Hint #2 Have empathy Showing empathy is one of the most important customer service skills I have mastered. This means engaging in active listening and fully understanding customers and their problems—not seeing them as an annoyance to handle but as the hero of the story. Empathy plays a crucial role in building customer relationships and de-escalating tense situations. Customer service agents need empathy and a good customer service voice to collaborate with customers and find quality solutions to their problems. Empathy is becoming even more important in the age of AI customer service. If your organization embraces the importance of empathy, you can use tools trained on real customer interactions and prioritize human needs.