The solution, when introducing new technology in a customer service context, is to keep the technology “below eye level”
Share to twitterSome companies have succeeded for decades by being traditionalists when it comes to customer service . These are companies that have thrived over the years by keeping their approach to customer service simple: They hire good people, train them well, and inspire them continually.
Lately, though, such clients have been asking me about all the technology that has come on the market that’s been built to ease the way when it comes to providing a great customer service experience. They’re worried that they’ll soon be shortchanging both their customers and their employees if they ignore these new tools completely.
Here’s what I tell them: The solution, when introducing new technology in a customer service context, is to kept below eye level in the lobby of a great hotel . The employees at the registration desk arable to maintain eye contact with each arriving guest, who never need to be aware of the spiffy technology the employees have working for them, because the terminal with all this good stuff–individual guest preferences, guaranteed rate, status of every room–is out of view of the guest.
From there on, every automated or textual or web-based or telephone interaction is infused with the client’s memories of that meeting, and retain a warmth that would not have attached to it without that in-person introduction.
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