Several years back, with the advent of technology, customer service took a back seat as corporations raced to implement the latest tools to automate their companies. When you called the telephone number of a company, no longer did you have the option of talking to a real person. Instead, you entered “voice mail hell.” When you visited many retail stores, no longer could you find a live person to help you. Instead as you walked through the aisle and could not find the item you were looking for, you just gave up and left the store. And finally, when you had a complaint, you were lucky if you could talk to just one person and get it resolved.
Over the last few years there has been a resurgence of real service being provided to customers using blended technology.
Lynn DellaCroce, president of LDC Insurance Education, says, “Many successful businesses have now come full circle and are re-emphasizing the “human touch” in conjunction with advancing technology. Blending technology and the “human touch” is not as difficult as it sounds. Simple actions like promptly returning phone calls; changing your voice mail and e-mail messages so that they accurately state when you will or will not be there; sending unexpected letters or making phone calls to your clients; and newsletters are just a few examples of ways to add “human touch” to your customers.”
Good old customer service and technology are a good mix. Just the other day I was shopping at Kohl’s department store in Canton, MI., and I noticed a new way to purchase items online right in the store. Over the loudspeaker I heard a prerecorded voice say "Can't find the size or color you need? The answer is just a click away”, the voice advised, directing shoppers to a kiosk where they could order whatever they needed and have it shipped home for free. As I looked over, I could see a line of people forming in front of the kiosk waiting their turn to order exactly what they wanted.
Going forward in 2011, customer service expert, Barry Moltz, writes about a new trend developing that will allow customers to track an online inventory of a store. “Your customer will no longer come into your business to see if you have a product. Companies like Milo.com can now tell the customer if a product is on your shelf. The company says it tracks real-time availability of 3 million products in 52,000 stores. Is this the end of “window shopping?” So, there is a happy balance between both technology and good old fashioned customer service. The key is to use them both in a way that pleases your customers. When you do it right, you will be pleased with the results.
Tom Borg is president of www.tomborgconsulting.com">Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author.
Become a member to take advantage of more features, like commenting and voting.
Register or sign in today!