Are we too reliant on technology
Gone are the days where great customer service was a smile and basic manners. People in general simply expect more when it comes to quality service and relationship management. Technology has been an asset in ensuring constant contact with customers but there is the risk that service is being replaced by automation.
There needs to be a fine balance between face to face interaction and communication via technology to achieve exceptional customer service in today’s age. If your business is simply relying on an automated SMS or email to contact customers then you will never achieve the level of service that people expect. Customers never want to be another number and that extra step such as a phone call or five minute chat can go an extra long way.
It is understandable that large companies may lack the time to make contact with their frequent customers but with everything turning digital this business component will only become more important. Being able to separate your business from others in the market is the way to success and brilliant customer service is a pivotal way to achieve this.
Do not rely on technology to do the work for you rather get up and greet a customer, make a phone call or do something extra to remind them that the business cares.