Toby Tullis
@TobinT · 3:14
Pillar Three to #GenuinelyConnect Good Service
As we move along the landscape of digital marketing, the faster that we go, the easier we are more frustrated, the easier that we are inundated with other things to do on our list. Our list grows longer. Our frustrations grow deeper. Our frustrations are often hard to put on the curb when you are the face of the company. For a customer service perspective, we get easily bothered by things. The other part of it is with the availability of digital technology
Deborah Pardes
@DBPardes · 2:23
If we stop having expectations, then there's never going to be accountability to good customer service because there's a level of anonymity that companies will leverage as I don't know you, you don't know me. I just know how you order and that's important, and that's what we track. But you're talking about a whole other level, a whole other ecosystem that I hope doesn't go to the wayside thanks to this conversation
Mark Ward
@AskMarkWard · 2:05
All they are able to do is either very little or to state what they are prevented from doing by virtue of the policy says, which is one of the most aggravating responses that you can receive. I do believe that customer service is decaying, and we need to get back to prioritizing that, in my opinion
Swell Team
@Swell · 0:15
Mark Ward
@AskMarkWard · 0:33
By the way, I would just like to point out as a post script that I see the typo where it says deep decline or something like that. Instead of decline, I'm inclined incredibly embarrassed. I don't think there's a way to edit it. If there is. God help me, please let someone let me know. I'm slightly mortified. I promise you that I know how to spell it's. You
Deborah Pardes
@DBPardes · 0:51
Don't don't click, click, click, just hold it there. And as you hold it down, a little dialogue box will come up. I'm sure you'll figure it out because we'll see that you will spell it correctly. And anyway, I don't want to take time out of Tobin's Swell cast here. In fact, we can delete. We shouldn't. We should keep these because it's funny. Okay. And thanks for your comments
Deborah Pardes
@DBPardes · 0:42
Hey, I just had this epiphany about customer service in reference to what just happened. Somebody had an issue, and then customer service jumped in, which was me. And I'm just wondering, tell me, what's your philosophy on automation versus the human being? And is there any way for the human being who's in charge of automation to make it reactive and responsive in a better way?
Toby Tullis
@TobinT · 1:44
So yes, I believe that automation will win. I believe that AI will take off. I certainly hope it's not as dystopian as the systems take over, but Nevertheless, I think that it takes a human approach