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“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.” - Quote by Amazon honcho, Jeff Bezos
In this age of AI and tech tools, we tend to forget that there are humans at the heart of each business: customers, vendors, and employees. Even though tech tools are here to stay, we have to remind ourselves in business that the human connection remains vital. Expanding business and increasing ROI should not come at the price of the human connect and tech is only an enabler. People first service is customised, smart, trusted, and encompassing service that can be ramped up. Every business should focus on these four aspects to ensure that people are at the core of each company.
Listed below are the ways service firms can become people first:
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Put your client at the core. Whether you have one, one hundred or one thousand clients, each of them wants to be valued and treated with respect/empathy. Based on their (limited) engagement with you, they want you to have all the pertinent information stored with you. Human-centric service translates to having a comprehensive, holistic end-to-end view of each and every customer. By gathering information from various departments such as sales, marketing, and IT, the company can work in harmony and unison to comprehend, collaborate, and communicate with clients on a regular basis in their journey with your company / brand. Clients also want fast and simple service anytime, anywhere, whether at night while relaxing in bed and browsing various social media platforms or through chat options while on the move. Make sure personalised service is available 24 x 7, on all platforms and devices.
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Enable your employees. AI, automation, and CRM are removing the mundane and repetitive tasks performed by employees. Thus, they are free to undertake important / vital tasks for the company. Get the team well versed with new technologies and hone their emotional intelligence skills, too, with personalised training sessions and modules to help them grow as professionals and human beings.
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Service across all touch points. Build trust with your clients with technology and transparency. For companies that provide field service with employees, repair people engineers, etc, this extends to live location tracking of such field workers with maps technology, details of the person expected to visit, and the option to self-schedule appointments as per their convenience and terms. For these field personnel, access to user-centric mobile apps allows them to engage and build ties with clients.
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Create a culture of inclusivity and diversity. Respect all shades of life—clients and employees. Let there be a culture of openness, acceptance, and nurturing of people with different abilities, backgrounds, ethnicities, colors, religions, sexualities, etc. Make sure each person in the office is given the respect they deserve, – intern to management. Provide a safe and healthy environment, let people grow, and serve the clients while being happy & relaxed.
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About the Author
Mohit Sharma
Mohit is Practice Lead, 15x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.
