Some of the ways we approach great new customer service technology often create unnecessary rifts in the customer experience. What should you know before you upgrade?

New customer service technology wins and fails

What happens when we adopt great new customer service technology, but the front-line staff isn’t trained for it? We’ve all been in that situation where a customer service rep has to tell us, “Uh, this is new. Gimme a minute.”

Before you blame the employee, there are several reasons this can happen. Among them, these are the most prevalent:

• The staff is resistant to change.
• The staff did not receive adequate training or instructions.
• The new technology isn’t set up properly.

Whatever the reason, unnecessary frustration and wasted time for customers is the real problem. How do the best companies get ahead of this?

If you’re rolling out new customer service technology for your organization, your next step can be critical to your customer experience. Listen in and learn from some of our best and worst examples.

Related Content

• Customers That Stick® post, 6 Steps for Rolling Out New Technology to Frontline Staff
• 360Connext® post, 3 Ways to Add Magic to your Customer Service Training
• Episode 091: How to Find Time for Training
• Episode 149: Customer Service and Technology Investment

Sponsor message:

EXCELLERATE SERVICE 2016 promises to be an inspiring, engaging, & educational 2-Day conference focused on & dedicated to 5-Star Customer Service! In addition to the amazing content you will receive over the 2-day event, you will also be contributing to our larger vision of raising funds for Three Square Foodbank, a subsidiary of Feeding America, who serve food insecure residents in Southern Nevada.   EXCELLERATE SERVICE 2016 is all about customer service and service to a broader community. If you have a passion for service excellence and a heart for service, then this event is for you!   To learn more, go to http://www.excellerate2016.com/

 

Take care of yourself and take care of your customers.

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