Customer Service Will Never Go Out of Style
Keeping Customer Service Relevant to 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 your 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
