By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service
Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have intensified. No argument there. Remember: It’s all about the “experience.”
To understand the impact, look at customer communication in two categories: synchronous and asynchronous.
Synchronous – meaning that both people communicating need to be on the same device at the same time such as phone, face-to-face, chat, and the like. You ask and you get results immediately. No waiting.
Asynchronous, of course, is one-way communication such as fax, voice mail, email and good old snail mail. (Remember that?)
When we think of regular customer service, we generally think of face-to-face and telephone interactions. But today suffice to say, there are way more ways to communicate with our customers and the online is a powerful part of that communication. More and more organizations are exploring new opportunities in electronic eCommerce. They sense that they can reach segments of their audiences more quickly and effectively online.
With this in mind, there is a greater need than ever before for instant and complete response to customers.
There’s a growing awareness that those who wish to purchase a product online are often leaving their items in the shopping cart because they cannot get efficient customer service. Or the ‘system’ is screwy. They need help and want someone to talk with – NOW. This seems to indicate that, today, companies must give a new form of “eService.” In other words, a customer can start to order something online, run into a problem, then want to “hit” a button or command or most often pick up the phone and call to access a good old human to answer questions and provide assistance.
Frankly, we don’t care what method of communication you use…fax, phone, text, email, voice mail or even two cans and a string. We do know though, no matter what type of communication you use to connect with your customer, proper customer service skills must be a part of that equation. It’s a deal breaker without it.
What are you doing to make that happen? Let me hear your ideas and thoughts.
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Nancy Friedman , president of Telephone Doctor Customer Service Training, is a featured keynote speaker and subject matter expert on customer service and communications skills at franchise, association and corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning and hundreds of other radio and TV shows. She has been published in the Wall Street Journal with her column, “Don’t Strike Out with Your Customers.” Nancy is the author of eight books on sales, communications skills and customer service. She is the spokesperson in the popular Telephone Doctor customer service training programs.
For a demo and full keynote speaking packet of Nancy call 314.291.1012 or visit www.nancyfriedman.com.
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