179: (Tip) Staffing Automated Customer Service

Adam shares tips for using automated customer service while keeping in tune with customers and preventing disasters. Preventing automated customer service disasters Automated customer service can help to create a smoother, more convenient process for customers while freeing up company resources. Ideally, it’s a win/win situation. But sometimes technology creates terrible experiences for customers, even while we think everything’s working well. Does your strong service culture work when #custserv technology doesn't?  Whether they take us by surprise or silently add more friction to the experience, technology failures will happen. But must they also be customer service failures? Sometimes it's not the tech itself that fails in the end, but the processes we create around it. How well you know what’s happening and prepare for what may happen on the other end of those circuits makes all the difference. You can prevent disasters and deliver great service no matter what’s happening with your technology. Listen to these great tips from Adam you can use today. Related Content 360Connext® post, How Micromapping Can Save Your Business Customers That Stick® post, Three Big Picture Ideas for Introducing New #CustExp Technology Episode 153: Training for New Customer Service Technology Episode 085: Proactive Customer Service and Worst-Case Preparation Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices