Beyond Bots: Exceptional Customer Service in the Age of Automation. (The Worksheet)
Customers like automation.
They get a service that is
- Consistent
- Anonymous
- Fast
And they are happy.
Most of the time.
Customer service
Some things have to be done by humans.
And human customer service should always be better than a machine option.
The people in your business represent your brand, and they are your chance to shine.
Make sure your customer experience is
- Personalized
- Empathetic
- Solving problems
Customer experience
People do want a consistent, reliable experience with your business. And they want that experience built around their preferences (or at least feel like it is).
When people engage your services, they need your expertise. When they know they can trust you to care, they want to come back to work with you over and over again.
And speed is great… until the app isn’t programmed to solve that one particular problem. Clients want their issue resolved, even if it doesn’t fit into the narrative your app understands.
How do you make sure that your client experience is better with humans than it is with machines?
Customer values
Connect it to the promise you make.
Your company values say what your principles are.
Your company’s guiding principles put those values into action.
Your actions are how your customers come to trust you.
Guiding Principles for clients
Use this week’s worksheet to describe how your guiding principles are the promise you make to clients.
Show them you can be consistent yet personalized, efficient yet caring, and fast yet accurate.
What next
Let’s write your company’s guiding principles. Contact me to schedule a 2 hour, $900 workshop.