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Feb 2, 201502:01 PMThe Gray Area

with Donna Gray

Fighting the machines: Why good customer service requires real human voices

(page 2 of 2)

Since this is the first opportunity a company has to make a good first impression, doesn’t it make sense to make it a good experience for callers? And yet more and more companies and associations are using their auto-attendants and voice mail as time savers. But is this a client saver? Personally, I prefer to speak to a real person. I wonder if I’m the only one still living in the Dark Ages.

Instead of allowing a machine to take messages, listening firsthand to what our customers are saying can help prevent and/or solve problems. It helps to avoid misunderstandings and can improve client/company relationships. It can provide information for making decisions, like who to transfer a customer to for better action. It says we care.

Treating our customers as though they are human beings lets them know their business is appreciated. What a powerful communication tool!

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Feb 6, 2015 08:16 am
 Posted by  Anonymous

How very true! We have an automated phone system and, of course, a general information email box on our website. It's both flattering and kind of sad to realize I'm somewhat unusual when people sincerely and enthusiastically thank me for returning their call/email so promptly.

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