How real is customer service
I continue to try and figure this one out and I am still trying to do so!
I just think that customer service as we knew it before the pandemic struck is not the same.
Do I blame this on the pandemic? Not very sure! So much has changed including customer service. Communications has definitely changed; written and spoken. Consumers and customers are probably expecting more and at the same time agents and reps are really struggling to keep up with demand, technology, and so much more.
There appears to be a crunch when it comes to all of this and I for one am not too sure how we can find our way out of this.
Whatever it is, there needs to be more teamwork between companies, customer reps and agents, and customers and consumers. I do not think that the growing message that we need to go online is the answer. Yes; technology continues to dictate that we spend more of our lives online but let us not forget that there are millions of consumers who are unable to do so. Who are they? They are our seniors, persons with disabilities, and those that did not grow up with technology. They are the millions without immediate access to the Internet, and those without computers and I devices.
So to my original question; how real is customer service? These days, I struggle to give an appropriate response.
Just my two cents for today.
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