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Headline From Tomorrow
Headline from Tomorrow
Customer Service Never Better, says BIGresearch!
A survey completed in the last quarter of 2020 reports that customer service in developed nations is the best ever, in spite of anecdotal evidence that indicates the opposite is true. Gary Drenik, President Emeritus of BIGresearch said, “When measured against expectations, customer service often appears to be worse than it really is. Our metrics show the bar has risen and that in almost every area of the economy, the quality of service has also improved.”
Researchers report that an unexpected social phenomena made it possible to dramatically increase the use of kiosks for delivering routine customer services. Service providers were able to reduce reliance on employees. Those employees with a natural propensity for serving were suddenly free to work the service jobs requiring the most skillful “people persons.”
Trends in customer service were thrown in disarray in 2010 when FaceBook literally became a force of human nature. The decades old idea was that the advent of high tech would demand to be balanced by a high touch experience. Researchers say the explosion of social media revealed that with younger generations, high tech is high touch. Many of today’s consumers actually prefer to do business with computerized service centers. Ten years ago such an idea would have been dismissed out of hand.
In addition to freeing service workers from static kinds of service, computers enabled service providers to take full advantage of information such as individual preferences to offer a truly one-of-a-kind service experience. Many consumers say the kiosks are faster and in some ways deliver a more personalized service experience. However, customers everywhere still hate voice mail!
