ROBOTS DON'T SMILE

Hello friends,

I wanted to ask you a question that I often ask people: how many times have you read or heard about the importance of providing uncompromising customer service?
And here's another question on the same topic: How much do you trust today's advanced technology when it comes to providing customer service?
Let's simplify the issue: almost every service provider declares in their service contract that: "We are attentive to all..." Wait. Who exactly is attentive? When you presented your problem to the most advanced artificial intelligence alive, did it nod its head while presenting the problem? Was she kind? lovable? Did you understand the problem? Did she inform you on the spot about the service options you can receive?

Your position in line is…
When you take care of a stressed or angry person, for that matter, the last thing he wants is to talk to an automatic chat, which opens a window on the sides of the screen with a smiling service representative while he himself is far from smiling, when at the end of the process, his details will be collected, recorded And... that's about it. A return call, if there will be one, and hopefully it will not fall on the holiday period, which we are already right at the beginning of - will only come in the evening, and that too will happen in the most optimal scenario. In another scenario, he will receive the (automated) call that starts with the words: "Dear customer" and ends with a representative getting back to him soon.
Service begins in the ways of communication with the customer. Take for example a person contacting a supplier of a product. The relationship between them is done via Skype or by phone. Another person managed the engagement with another provider via email or chat only. Is the commitment of the first provider the same as that of the second? The answer is quite clear.

Personal touch vs progress
In the field in which I deal, I experience with a particularly high frequency how today's technology, which has long since become "big brother", is on the sure path to becoming "the big magician". She knows a lot, she is upgraded every day, but she doesn't know everything. She doesn't know how to reassure, she doesn't know what the customer thinks about the service provider and vice versa.
"I'm not looking for a smile, I'm looking for service" - will say the opponents of the last sentence I brought up. I emphatically claim not; that a smile is part of the service. Technology can be a substitute for manpower in many things, not in its services, not in nuances, not in interaction with it. That's why I usually emphasize that technology does not buy trust! At the end of the day - service is found in the people who provide it, matter-of-factly, immediately, without recording.
In receiving personal service, we don't want robots. We don't want the alienated, but a tangible response that gives the feeling that the request/problem has been internalized and transferred to the relevant party, not in order for him to transfer it to another system, but in order for him to personally respond to it, and/or contact the person who has the solution to the issue.
The concept of service is the language of speech and visibility in the field if necessary. Technology alone does not fully embrace the event and therefore cannot alone create the relationship with the customer.
It is worth remembering this.

Guy Hochman,
Genie CEO