Lately we’ve seen a huge customer service drive, with many
businesses implementing tools to improve the consumer experience. Many
companies have utilised digital technologies, providing online services
to track parcels, clothes deliveries and even phone repairs. Websites
now come with pop-up ‘advisers’ to pre-emptively solve any issue you
might have, without having to actually speak to a ‘real’ person.
Technological advances such as these have proven to be
invaluable to customer communications and there has been a push for
‘front-line’ personnel to complement the business’ flawless online
operation by offering the same level of attention.
It’s lovely to be given a friendly welcome from a regular
face at the local bank, or to be the recipient of a passing smile when
entering a store, however with a targeted quota of Ps & Qs and a
badge to point out the customer service representative of the week,
incentivised customer service can’t help but feel a little overbearing
Our requests and enquiries are often met with any number of
automated responses, and it’s hard to believe that we’re anything more
than a number.
So where does the line get drawn between genuine good service
and the ticking of boxes? How can we make sure that we are responding
to real people and real issues, rather than jumping through hoops?
At the end of the day, it’s about feeling valued. At Eurest,
customer service is ingrained in our culture — it’s not something we add
to the list of job duties, or incentivise for rewards. We think that
it’s natural to want to be polite, friendly and approachable, so you can
guarantee that the service you receive is natural too.