What You Will Learn!
- The history of Self Service
- The importance of self service that is customer focused
- The tools needed for effective self service
- Access to knowledge is key
Description
We have all been caught in what I call the phone jail. This is when you call someone for service and then you are prompted to make selections by pushing a number on your keypad. You do it in good faith only to be asked to do it again and again. This is usually followed up by your holding the phone in front of your and screaming at the top of your lungs "give me a human being to talk to".
This is self service gone wrong! Let's face it, this is they way businesses have chosen to do business now. It is a common way to serve customers. They call it self service - automated Phone systems, website chatbots, self service kiosks, etc. The truth is most customer absolutely hate it but there is a way to do it right.
If you make them simple and easy to use, the rewards are plentiful. If you make them frustrating and complicated, they do more harm than good. We will show you how to do it the right way and keep your customers happy. It will also include resources to get you started or improve your existing people, processes, procedures and technology.
Who Should Attend!
- Contact Center Leaders
- Business Leaders