And how it kills sales…
I’m not talking about anger. Or sadness. Or even boredom…
I’m talking about something much more damaging…
Fear.
Something that, for the most part, has no place in Customer Service.
Something that conventional customer service seems to revolve entirely around.
Agents afraid of saying the wrong thing. Being late. Taking too long of a piss break. Clicking the wrong button.
Fearing punishment, or worse, a conversation, from middle management.
Companies fearing that the “idiots” in customer service will screw something up and cost them money. Or create a bigger problem.
Fear on the part of customers when they have a problem or question, they they’ll be put through the automated NPC nightmare wringer.
What’s the fix for this?
Doing things differently. More simply.
Smarter.
— Mark
