We've been in the customer service industry for more than 65 years combined. Amas and I created this podcast to share our thoughts on how you can navigate customer service. While we don't always agree, we hope that you will be the winner based on our experiences.
- Amas says he cannot call 1800 numbers in front of young children. He says 50% of the time, he has to talk to a machine. Why don't we ditch the entire press one, press two, talking to a robot deal? Greene: Let's just get rid of it.
- A survey found 78% of consumers are forced to connect with a human being after failing to resolve their needs on an automated channel. "I just want to try to explain to the consumer how we got into this mess," he says. The industry has always been inwardly focused on taking better care of customers.
- Bob : Want tips? What can they do? He says press the button that chooses the option for sales. Many times more than they want to talk to their current customers.
- Bob: Sometimes one can become lost in a big company and lose sight of how one does truly help or impact a customer. Greene: What companies need to do is build better ones. What consumers should do is to demand better.
