Improving Customer Service Skills To Combat Automation now

I’M HERE TO SHOW YOU HOW TO TAKE YOUR CUSTOMER SERVICE SKILLS AND YOUR CUSTOMER SERVICE TRAINING TO THE NEXT LEVEL.




Average customer service permeates society at all levels—it’s rare to find businesses actively looking to improve customer service.

Here are just a few places that immediately come to mind:

THE AIRLINE INDUSTRY:

These companies have become so competitive on price that nobody seems to care about service. They would prefer to drag you down the aisle than take a $1200 hit on a seat they oversold.




It’s gotten so bad that I decided a few years ago no one will ever get a chance to tell me my flight is overbooked or delayed again.


The airlines waste my time, and I became so tired of waiting on other people’s mistakes for my travel, I bought my own jet.


People are crammed into the cabin these days like cattle.


Would you give any airline an A+ for customer service?


FAST FOOD:


For the most part, companies that serve fast food are terrible with customer service.


I know because I had an experience at McDonald’s.


And let’s face it, this is still true for most fast food workers today.


When was the last time you were “wowed” by any service at a fast food place?


RETAIL:


Many adults treat this job as I did as a teenager at McDonald’s, as though this work is an illness.


Whether they ring you up at the cashier or help you on the sales floor, it’s a chore for them to be there helping you and often they will not hide it.


It doesn’t matter if you go to Sears or Payless Shoes, the local clothing boutique, the Radio Shack in the strip mall, or the giant Walmart, the experience is the same:

lousy.


Most of the time you have to get their attention if you need assistance and interrupt their time as they play on their phone.


ANYTHING GOVERNMENT:


It doesn’t matter if we’re talking about the DMV, the post office, or the state senate. It’s bad.


It’s gotten so bad that nobody expects anything extraordinary from any government employee, instead, we expect lousy service and are pleasantly surprised if they just reach mediocre, right?


The bureaucracy of the system is obviously conducive to all of this, but every individual still has the choice to decide to be great each day they go to work.


REAL ESTATE INDUSTRY:


I’m talking about both brokers and agents here.


Nobody calls you back.


Nobody works on weekends.


Everyone takes forever to get anything done.


There is no regard for speed, follow-up, or exceeding anyone’s expectations. This industry, as a whole, is as mediocre as they come.


This is good news for the realtor who actually commits to be great because they will be able to take market share.


WHEN IT COMES TO CUSTOMER SERVICE, WHY ARE SO MANY INDUSTRIES SO AVERAGE?


The answer is that it’s extremely difficult to find anyone truly committed to their craft.

Of course, there are exceptions, but I am speaking in generalities here.


And what will the result of this be?


AVERAGE PEOPLE WILL BE REPLACED WITH AUTOMATION


Robots are taking jobs from anyone and everyone who is average in the service sector.


You think a robot can’t replace service? Well, they can certainly replace slow and annoying service.


This is not a threat, it is happening right now. Automation answers telephones, makes bank transactions, balances account ledgers, sells you movie tickets, and photographs you running a red light.


Average or below average service, humans with bad attitudes, who are apathetic and lack product knowledge get replaced.

People expect personality from humans and very little from a computer.

Consider the following facts:

  • Computer speeds now double every year making technology faster.

  • There are more mobile devices on planet earth than people.

  • What used to cost hundreds of millions of dollars now costs two hundred.

  • What used to occupy buildings now fits in the palm of your hand.

The service industry will experience massive disruption over the coming years and the automation era will be turbo accelerated by poor, unacceptable, annoying service!


Any process that requires that the consumer wait, and then meet someone that is not excited will be disrupted.


If automation replaces your job understand you participated in your own destruction.


HERE ARE 4 THINGS TO DO IMMEDIATELY TO FIGHT BACK AGAINST THE AUTOMATION:


#1 EMBRACE CHANGE:

Every day remind your organization that change must be embraced, not feared.


#2 DON’T REACT, CREATE:

I made a product for auto dealers that delivers a decision-making function from the salesperson’s or customer’s mobile device reducing time and increasing dealership profits.


#3 MASTER VALUE ADD:

List the things you provide that no robot, app or device can possibly deliver.


#4 LEAD OR BLEED:

Robots can do a lot of things but they can’t lead. Every great business, idea or organization requires leadership.


As I lead my company, I try to bring inspiration and direction to my staff every day during my morning sales meeting


On the rare occasions that I am not available, an executive in my office delivers leadership to START the day, set the mood, direct the troops, show the way and inspire GREATNESS.


Greatness is the ultimate protection offered by the exceptional that can never be replaced by a computer, automation, a lower price or the Internet.


Jack Ma, the Chinese tech billionaire behind e-commerce giant Alibaba.com, recently predicted that “pain” is coming to much of the world very soon.

He was referring to the fact that over the coming decades, robotics, artificial intelligence and more advanced manufacturing is going to make large portions of the human workforce obsolete.


THE BIGGEST PREDICTED AREAS OF JOBS LOST TO ROBOTS IN THE COMING YEARS INCLUDE:

  • Food preparation

  • Food serving

  • Office and administrative support

  • Cashiers

Even jobs you think may be immune will be impacted, like truck driving, order delivery, and healthcare. As technology advances, more jobs will be hit.


If your job is “secure”, that means it’s not competitive, there is no room for growth and you probably aren’t making much. You will be in danger of being replaced if…

  1. You aren’t increasing your skill sets and constantly learning new things to bring value to your company

  2. You have a bad attitude, a welfare attitude, or a, “I’ll do just enough,” attitude while never doing more than is expected of you

  3. You think small and have no vision

  4. You aren’t a problem solver

The answer to securing your future against technology is to become so great that no robot can replace the service you give, the attitude you bring, and the extra mile you take.


THIS ALL INVOLVES GIVING GREAT CUSTOMER SERVICE


There’s a reason why places like Sears and JC Penny are shrinking—and dying. Retailers can blame falling sales on the economy, but the reality is poor customer service and no attention to sales opportunities are the real reasons.


There is no point in marketing if your team ignores customers who respond.


Many people nowadays shop online, not just for the convenience but because they want to avoid poor customer service. The truth is that customer experience at the retail level is so dissatisfying that people are using brick-and-mortar to shop and the internet to purchase.


Who hasn’t had a terrible experience at their local mall or retailer with sales staff that has poor people skills, bad attitudes, minimal product knowledge and no training?


Our company once surveyed 500 retailers using mystery shoppers. We found shoppers were only greeted by store employees less than 40 percent of the time. Almost 70% of stores visited never offered assistance prior to the customer leaving.


You can wander through a department store and go from the men’s section to the kid’s section to the hardware section and never have one human being even say hi to you, right?


Comment below about a time when you were ignored by skeleton staffs and made to feel like you were troubling the employee when asking for help.


IF YOU’RE IN RETAIL, HERE ARE THE 2 BIGGEST CUSTOMER SERVICE ISSUES:


1) RETAILERS DON’T KNOW HOW TO GREET

How many minutes does it take when you step into a retail store before you are even acknowledged? Appoint a greeter who makes customers feel welcomed and directs them to the department they need.


Thanks for coming. What can I get you information on or what department can I direct you to?”


This isn’t difficult and people will realize you actually care when they walk in.


2) RETAILERS ALLOW CUSTOMERS TO WAIT

When customers wait, they become restless and unreliable. No customer who ventures out to a store using his or her time should have to wait for anything.

Make sure your sales process is fast and easy. Waiting in long lines to pay should be a thing of the past.


55% OF CUSTOMERS INTEND ON MAKING A PURCHASE WHEN THEY COME TO YOUR COMPANY, BUT BACK OUT DUE TO POOR SERVICE.


I remember going with my wife to a store at 8:59 am and the store was supposed to open at 9. We were more interested in buying something than the employees showing up late were of selling anything.


It’s unbelievable that people come to a store intending to buy and 55% leave due to poor service.