Here are our top 5 tips to ensure your business is delivering all the excellence and efficiencies of technology, but aren’t losing the all-important human touch.
We’ve said it once, we’ve said it 100 times. You can train anyone to do a job - anyone - but to get the best out of them, beyond the role, you need to invest in them personally and professionally. In the words of Richard Branson “Train people well enough so they can leave. Treat them well enough so they don't want to.” this attitude in your people naturally works its way back to the customers.
Empathy is at the heart of excellent customer service. Train your people to listen actively and understand the customer's perspective. By encouraging your team to put themselves in the customers' shoes, you create a service environment that prioritises human connection over transactional interactions. In an industry increasingly reliant on AI technologies, a constant demonstration of empathy will set you apart.
With empathy comes curiosity. We often find our people can be proactive in their solutions because they care. It’s during the small conversations that they can identify other issues customers may be facing. We can help address these before they escalate.
We all appreciate feeling valued and recognised. It’s as simple as people using the customer's name, remembering previous conversations, and understanding their preferences. In a market where many services are becoming more automated by technologies, human personalisation makes a world of difference.
Feedback is a goldmine of insights. While data technologies can help us analyse, the human touch helps us implement the changes needed. This shows our people and customers that we value their opinions and are committed to enhancing their experiences. If you aren’t already doing so, set up regular surveys (for your people and your customers) as they’ll provide you with rich HI (human intelligence).
Delivering service excellence requires a deliberate focus on these 5 points. By prioritising these aspects, your business can deliver excellence that drives loyalty and success. So while technology may be helping us with data, translation or efficiency, we need the human touch to delight humans because our need for connection has never changed. Here at TCH we balance cutting-edge technology with the skills of our people. Would you like to see this for yourself? Contact us today.