Amazing Business Radio on the C-Suite Network features customer service expert
and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Customer Service Will Never Go Out of Style Featuring Guest Paul Selby
Keeping Customer Service Relevant with Self-Service and Proactive Service
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.
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.
More Shows
swipe to see more