In recent years, there has been a lot of talk about AI and everything the technology can help us with. Technology is obviously an important part and one of the prerequisites for being able to provide a good customer experience. However, we would argue that there are other aspects that are even more important, and without these it is difficult to deliver good customer service. In addition to technology, this is what you need to have in place to be able to provide world-class customer service:
- Direction – Keep the customer journey in focus throughout the entire company
- Customer perspective – Understand the customer's perspective and show empathy in all customer interactions
- Omni – Gather and integrate information in one place to better look after your customers. By gathering information in one place, it becomes clearer for the employee to see the customer's journey and needs, and easier for the customer to be a customer, as they do not need to repeat the same information multiple times.
- Mandate – Clarify the mandate at all levels. What can and is a customer service agent allowed to offer when meeting a customer. By clarifying the mandate an employee has in customer interactions, handling is streamlined and the need to go to a manager for approval is minimised, while customer service is simultaneously improved.
- Listen and learn – Challenge your truths and learn something new