Customer service is changing.
While picking up the phone and “pressing 1” for help was exciting back in the mid-1900s,
today’s users have hung up their handsets and replaced them with mobile devices, social media
and self-service tools. They want answers quickly and creatively. They want personal, customized
attention in all of their transactions. They are vocal: a struggle when working with frustrated customers,
but a huge business opportunity when the customer service team delivers joy.
How do businesses keep pace with the changing needs of today’s customers? How can they provide
a level of service that differentiates them from their competitors, turning customers into raving fans?
How can the customer service team support and integrate with other internal departments
to serve as better customer advocates? What limits or supports customer service success? In this section,
we examine these questions and others through the lenses of technology, process, team building and corporate strategy.