In today’s fast-paced, technology-driven world, customer service seems to have lost the personal touch, the warmth of genuine interactions, and the commitment to customers. It’s high time we revisit the old-school values of customer service and understand why we need to bring them back. Let’s explore the transformation of customer service and ponder where it has gone.
1. Genuine connection: Old-school customer service was about building genuine connections with customers. It involved taking the time to understand their needs, preferences, and even their names. In the rush for efficiency, we’ve lost the art of forming meaningful relationships with our clients.
2. Patience and Empathy: In the past, customer service representatives exhibited patience and empathy, even in challenging situations. They listened to customers’ concerns, showed understanding, and worked towards satisfactory solutions. We need to reintroduce these qualities into the customer service experience.
3. Going the extra mile: Old-school customer service often went the extra mile to ensure customer satisfaction. Whether it was handwritten thank-you notes, follow-up calls, or small gestures of goodwill, it conveyed a commitment to exceeding expectations.
4. Problem-solving: Customer service used to be about resolving issues efficiently and effectively. It required problem-solving skills, not just scripted responses. Today, automated responses often leave customers frustrated, longing for the problem-solving expertise of old school service.
5. Integrity and Honesty: Old-school values emphasised honesty and integrity. Customers trusted businesses because they knew they would receive truthful information and reliable products or services. Today, we often encounter a lack of transparency and integrity.
6. Personalised service: The days of walking into a shop where the owner knows your preferences and greets you with a smile are fading. Personalised service, tailored to individual needs, has been replaced by generic, one-size-fits-all approaches.
7. Loyalty and Repeat Business: Old-school values of customer service cultivated loyalty. Customers returned to businesses they trusted, often becoming lifelong patrons. In the age of rapid turnover, regaining this loyalty should be a priority. Even if you have to offer a refund that is not part of the policy that your customer has signed, it seems that something that would create loyalty is gone.
9. Human Touch: Most importantly, old-school customer service had the human touch. Customers interacted with people, not machines. The warmth and authenticity of human interactions can’t be replaced by chatbots and automated systems.
As we navigate the digital age, it’s crucial to remember that modernisation shouldn’t come at the cost of the genuine, human-centric values that define old school customer service. Bringing back these values, from genuine connection and patience to integrity and the human touch, is essential for delivering an exceptional customer experience and fostering lasting loyalty. It’s time to rekindle the spirit of old-school customer service, infusing it with modern efficiency and technology, to create a service culture that truly puts customers at the heart of business.
If you have any inquiries or wish to engage in a one-on-one business strategy discussion, please do not hesitate to reach out to Chrissy at chrissy@creativelittlesoul.com.au.