What responsibilities of the traditional “customer service desk” have been dispersed?
AS: Customers today move fast, require immediate attention, and have little patience for missteps. All of this contributes to the need for superior customer service to be delivered at every interaction with the brand. Brand ambassadors, street teams, frontline employees, call centers and corporate offices need to be prepared to deliver on what the customer needs, at any moment. SS: I would applaud those organizations that make efficient use of technology at the moment of customer contact. Used properly, that technology can disperse or relieve a myriad of mundane processes, making them more detailed and exact. For most customer-facing employees, the toolset is better than anything they’ve previously had. The question then becomes, what will brands do with that time which technology has saved? Now there’s room for the relationship aspect of the transaction. RC: : I can tell you one aspect of traditional customer service that will not endure in my arena scripted presentations! If we consi
