Authentic Customer Service
It’s an experience we’ve all had: the smiling customer service representative is saying all the right things, but somehow it doesn’t feel genuine. At some level you know that they are following a script, ticking off boxes in their head, or inserting a few phrases designed to improve the experience of the customers. It’s all intended to make you feel special, but in reality it has the opposite effect: you are left feeling as though you are being processed through their ‘one size fits all’ system – as indeed you are. However good their service or product, its value is somehow diminished in your eyes as you become ‘just’ another customer.
Behind the customer service efforts of many large businesses are a complex series of, measures, scripts, and metrics designed to improve customer service, but which ultimately serve to remove any authenticity from the process – why do organisations do this? Well at a fundamental level, many businesses feel they simply cannot trust their people.
As a first step to restoring authenticity to a customer service, Future Focus consultants believe in the value of going back to basics to ensure that businesses employing people who are able to give super service, but also a are likely to do this time and time again over the long term.
Our assessment techniques for customer service roles get ‘beneath the skin’ of applicants to identify people who are likely to thrive on providing good customer service within the context of the job, and the culture of your organisation.
Contact us to see how we can help your business