And why you might want to start thinking like one…
First, I’ll be clear.
This is NOT an email about chat bots. Or automated phone systems. Or even scripts that turn people into mindless meat-robot NPC’s.
Those things are still terrible.
So what do I mean when I say think like a robot?
I mean taking emotions out of customer service.
It’s easy to say “fuck this guy” when a customer makes an unreasonable request. Let that anger color your response, and your reply.
And it’s easy to give people special considerations when they’re friendly and polite. Actually, I’m completely fine with this, and I encourage you to do it more.
The point, I guess, is to find the right balance between mindless robotic systems, and empathetic human interactions.
The best way I’ve found to do this?
Outsource it!
Not to an NPC factory farm in Bangladesh or wherever.
But to a few carefully selected remote agents who can be trusted to handle things (mostly) on their own.
I’ve had great luck with people in the Philippines, but of course there are other options.
Give them the basics on how things work. Help them to understand on their own.
And then turn them loose to handle things (mostly) as they see fit.
Customers get a friendly, understanding person who cares about their needs.
You get to run your business without constantly getting your emotions dragged into customer service issues.
Emotions are highly addictive chemicals. You WILL find yourself arguing with some nobody on email or Twitter instead of doing your important work for the day.
The argument feels more pressing.
Set up a team, let them handle the day to day stuff so you don’t even see it.
You’re there for when you’re needed, but you’re not neck deep in it every day.
Need a foolproof blueprint to set this up?
Go here: https://gumroad.com/l/rkbth/VIP
— Mark
