The future of customer service (or the customer service of the future)
Steiner Frazao
Executivo de Institui??es Financeiras | Gestor Senior de Pessoas | CPA-20 | Vendas | Instrutor Udemy | Mentor Consulado da Mulher | Advisory Council Member ex-GV
In the next few days, I will reread some texts I wrote a few years ago. This one I wrote at the end of 2016, and at the time, the issue of artificial intelligence, of robots that could supposedly take our places, was in the spotlight.
I continue with the same view that we are (still...) in control, and we are going to give robots what we don't want to do: repetitive processes that are necessary and not so important (if I may say so). And also, that is the representation of the current Customer Experience
Good read.
The important marriage of technology and humanity
... What we can expect in the very near future is that more and more repetitive and standardized tasks will be performed by "robots", using artificial intelligence and, consequently, replacing human labor.
Sinister huh? Will the Terminator story really happen?
Actually, this has been going on for some time and they are most visible in ATMs and phone calls.
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But will the "machines" really take our jobs??? Yes and no.
At the 2016 World Economic Forum in Davos, Switzerland, it was estimated that 5 million jobs would disappear by 2020, in the 15 largest world economies alone, due to the expansion of emerging technologies in the productive sector. That is, machines must replace humans in bureaucratic tasks.
And then, to guarantee our jobs, Customer Service must give way to Relationship and the differential that we will have to develop even more will be that of being human, that is, we will need to use skills that are intrinsically human.
Perhaps the biggest skill is the one we discussed in our Excellency in Service talk, when we talked about CAC and, especially in the attention stage: the famous Empathy, or the ability to put ourselves in the other's shoes, with the aim of creating the necessary connection with our client.
Thus, it is up to us to have the attitude of doing the best, of thinking and acting like the consumer, of being the service we would like to receive, of having and demonstrating the commitment to serve and defend our reason for existing: the Customer.
Success and good sales!