Technology ROI (Part 2)

Excellent customer service often boils down to simply ensuring customers see that their needs are being actively worked, and that there is a committed timeline for meeting these needs.

Communication platforms have embraced voice-to-text, LLM, and GPT technologies with tremendous potential to greatly improve a company’s ability to serve their customers efficiently and effectively.  However, these technologies will be most effective when aligned with an employee culture that promotes a posture of exceeding expectations.

Following are some additional simple yet powerful tips to optimize the impact technology can have in an organization and in the service to customers (both external and internal).

• When a customer makes a request, agree to a timeline for delivering on that request

• Don’t be the bottleneck

  • If you have all the information you need to accomplish the “next” task (quote, order, etc.), be sure to complete it immediately

  • If it cannot be completed immediately, ask someone else to help

  • If it cannot be completed that day, commit to completing it by a specific date/time (ie tomorrow before noon) and communicate that commitment

  • If a commitment is going to be missed, communicate that miss ahead of time with reason and a new commitment

• Issue resolution

  • Never sit on bad news

  • Always try to provide alternatives when issues arise