#32 Is your customer team dehumanized?

Customer Service Culture [EN]

#32 Is your customer team dehumanized?

13 mar 2024 · 12 min. 5 sec.

Capitoli

01 · Intro episode #32

3 sec.

02 · I felt more empathy chatting with the chatbot! Said the customer

35 sec.

03 · The handover to the human agent: a moment of truth

2 min. 31 sec.

04 · Why a customer service team becomes 'dehumanized'

3 min. 51 sec.

05 · Detecting the root cause when KPIs are declining

4 min. 21 sec.

06 · Different digital channels, different conversational skills!

6 min. 31 sec.

07 · Download the ‘DCS Personas©‘ skill-set framework >>

7 min. 5 sec.

08 · Check out my DCS customized training paths >>

7 min. 21 sec.

09 · The very first action agents need to take is NOT answering

8 min. 31 sec.

10 · Send your feedback / question: paolo@customerserviceculture.com >>

10 min. 23 sec.

11 · Subscribe to the podcast now >>

10 min. 45 sec.

12 · All my consulting services on CustomerServiceCulture.com >>

11 min. 1 sec.

13 · The ‘Customer Culture Academy’ >>

11 min. 35 sec.

Descrizione

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining...

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"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.

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