Humanization is key to good customer service across multiple channels
Posted: Mon Jan 20, 2025 5:12 am
Specialist in human and organizational development reinforces that organizations must be ready to train teams with socio-emotional skills
It may seem unlikely, but Gen Z consumers prefer to use the phone when seeking customer service channels. This is according to a survey conducted by McKinsey: data collected by the company shows that Zoomers are 30% to 40% more likely to make phone calls compared to millennials.
This preference is a warning sign for companies that are too quick to embrace digital service channels and start paying less attention to traditional lines. According to human and organizational development specialist Bia Nóbrega, this is one of the reasons why customer service must be monitored carefully in the current era.
Bia emphasizes that, in any service channel, the key to providing canada whatsapp data exceptional customer experiences lies in empowering teams with socio-emotional skills. This is because humanized service is essential for companies to stand out from the competition, whether on digital channels or over the phone.
If the goal as a team leader is to achieve exemplary customer service, in which the customer's needs are valued, practical sessions involving active listening can be included in the training. This means training the team to listen carefully and show interest in what the customer has to say, the expert points out.
Humanizing customer service also involves establishing empathy as an important pillar. In this context, business leaders can show how certain words and triggers create a sense of interest and urgency, while avoiding negative language.
It may seem unlikely, but Gen Z consumers prefer to use the phone when seeking customer service channels. This is according to a survey conducted by McKinsey: data collected by the company shows that Zoomers are 30% to 40% more likely to make phone calls compared to millennials.
This preference is a warning sign for companies that are too quick to embrace digital service channels and start paying less attention to traditional lines. According to human and organizational development specialist Bia Nóbrega, this is one of the reasons why customer service must be monitored carefully in the current era.
Bia emphasizes that, in any service channel, the key to providing canada whatsapp data exceptional customer experiences lies in empowering teams with socio-emotional skills. This is because humanized service is essential for companies to stand out from the competition, whether on digital channels or over the phone.
If the goal as a team leader is to achieve exemplary customer service, in which the customer's needs are valued, practical sessions involving active listening can be included in the training. This means training the team to listen carefully and show interest in what the customer has to say, the expert points out.
Humanizing customer service also involves establishing empathy as an important pillar. In this context, business leaders can show how certain words and triggers create a sense of interest and urgency, while avoiding negative language.