Not a day goes by when a company isn’t trying to pretend it’s more than just a vendor but rather your friend. Whether it’s a credit card firm stating how much they miss you (code for: why aren’t you spending lately?) or your local airline offering you a “friendly” reminder that it’s been a while since your last vacation (code for: you work too hard, how about spending some?), all companies are lately obsessed with appearing human. And yet, despite today’s emphasis on customer service there seems to be quite the disconnect between what companies want to deliver and what inevitably ends up being reality. Where are all the real people?
Whether you are stuck in an IVR recording or speaking to an actual agent, the distinction is not always obvious. In today’s ongoing attempt to provide a unified experience, companies have inadvertently turned the very agents designed to instill customer loyalty and foster long-lasting relationships into two-dimensional versions of their IVR counterparts. Whether the exact cause is due to a lack of training, lack of access to the proper technology, or a basic lack in skills, the problem is very real. So what’s the solution?
A few suggestions to consider: