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Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

FromAmazing Business Radio


Customer Service Will Never Go Out of Style Featuring Guest Paul Selby

FromAmazing Business Radio

ratings:
Length:
28 minutes
Released:
Sep 17, 2019
Format:
Podcast episode

Description

Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands.
The Interview with Paul Selby:Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support agents.Most of today's customer service is reactive instead of proactive. Proactive service is about being aware of you customer's world anticipating problems, and solving them before the customer has a chance to contact you. The goal is to be so good that no one ever has to call customer service.Even if the issues that arise are not your fault, you still need to provide your customers with access to you for support.Despite some customers’ and companies’ preference for AI and chatbots, voice-to-voice (as in, human-to-human) interface remains the fastest and most frictionless way to provide that support. Technology is not yet at a place where it can include and convey empathy in its responses.At the end of the day, customers drive every aspect of a business. Therefore, it is crucial that you focus on creating genuine, authentic connections with your customers.Customer service is a part of, and encompasses, all other departments. Make sure you train and empower all employees to deliver the best experience possible.Quote:
“We’re always expecting more as human beings. Customer service will never go away; there will always be a need for it.” - Paul Selby
About:

Paul Selby is a product marketing director for Customer Service Management at ServiceNow.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
Learn more about your ad choices. Visit megaphone.fm/adchoices
Released:
Sep 17, 2019
Format:
Podcast episode

Titles in the series (100)

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.