#32 Is your customer team dehumanized?

Customer Service Culture [EN]

#32 Is your customer team dehumanized?

Mar 13, 2024 · 12m 5s

Chapters

01 · Intro episode #32

02 · I felt more empathy chatting with the chatbot! Said the customer

35s

03 · The handover to the human agent: a moment of truth

2m 31s

04 · Why a customer service team becomes 'dehumanized'

3m 51s

05 · Detecting the root cause when KPIs are declining

4m 21s

06 · Different digital channels, different conversational skills!

6m 31s

07 · Download the ‘DCS Personas©‘ skill-set framework >>

7m 5s

08 · Check out my DCS customized training paths >>

7m 21s

09 · The very first action agents need to take is NOT answering

8m 31s

10 · Send your feedback / question: paolo@customerserviceculture.com >>

10m 23s

11 · Subscribe to the podcast now >>

10m 45s

12 · All my consulting services on CustomerServiceCulture.com >>

11m 1s

13 · The ‘Customer Culture Academy’ >>

11m 35s

Description

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining...

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.

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