Customers: Service automation vs Team habit

By BOSEDE OLUSOLA-OBASA

One key area where technological support for entrepreneurs in small and big businesses has really advanced is in service automation.

However, today’s piece is a quiet nudge reminding you that the importance of the quality of the humans on your team cannot be wished away, technology notwithstanding.

Standing in between exceptional service experiences and your paying customers isn’t just the technology you have deployed but the quality of your team. I will be doing more on team service culture in my subsequent writings because it is critical.

One area I imagine that business owners and leaders wished they could fully automate is “customer service”! It’s a really great idea, especially if they have customers in large numbers.

It is common for growing enterprises to try to reduce or attempt to remove “human errors or involvements” towards creating exceptional customer experiences. And yes, you should get relevant Customer Relationship Management or AI tools to support your growing or diversified business clientele base.

Tools such as a ticketing system, chatbots, or a CRM dashboard will:

-Automate the system

-Streamline workflows

-Remove monotony and reduce repetitive tasks

-Track interactions

-Generate personalisation through customer history of preferences and sentiment.

-Create tailored responses

-Reveal bottlenecks like slow response times,

-Provide insights or analytics for decision making.

Note, however, that tools alone CAN’T fix poor service habits. If your team, leadership or service cultures promote poor or careless service habits, not even an investment in the most advanced and sophisticated customer service tools can create a thoughtful customer experience

Your business stands a better chance when you complement your tech with a front-end team culture with empathy, patience, accountability, etc. Your automation may be frustrated without great team service habits. Be smarter!

Do these:

Train your customer service team to develop habits that support exceptional service.
Set clear expectations for thoughtful service.
Model or demonstrate empathy and accountability as a leader.
Encourage continuous coaching for internalisation.
Recognise and reward good behaviours to reinforce it.

Align tools with good service habits as culture-shaping instruments. Don’t let that weak culture have your strategy for breakfast!

Call now for training interventions in these areas:

-Soft Skills Development (Active Listening, Empathy, and Conflict Resolution)

-Operationalising Service Attitudes That Win