Customer Service Basics to Remember

Customer service can be handled through a variety of platforms. Today’s world features customer service being handled through phone calls, SMS messaging, Facebook, Twitter, messenger apps, and almost anywhere where there is some form of communication. A customer can write a review on a website, whether negative or positive, and a company can respond through a comment on the same website. Customer service is being handled on every platform, but no matter where it is taking place, it is important to remember the basics.

At All Costs, Do Not Argue

Nowadays, social media seems to be a popular outlet for people’s frustrations. People argue on and on through endless comments and posts. But if you want to have good customer service, avoid arguing. People might bring up a variety of problems about a product or service you offer. Rather than get defensive and argue about it, recognize that they have the right to their opinion and their feelings. First thank them for the opportunity you have to listen to their concerns and then offer a way to use the information. You might respond by saying, “Thank you for your comment. We are always looking to improve and we will take your concerns into consideration.” You do not have to accept responsibility for whatever someone accuses or apologize. Just be willing to listen to what they have to say without arguing. Arguing will only lead to further complaints and concerns, which is probably not the most effective approach to customer service.

Try to Keep Things Positive

Staying positive can be difficult when you are handling customer service calls and messages. Approach every phone call and message with a positive demeanor. The Small Business Chronicle suggests that no matter what happens, staying positive can help the situation; getting angry will only make things worse. “Even if the customer begins to lose their temper, your customer service associates need to maintain a professional and pleasant demeanor at all times. Do not give the angry customer a chance to point out flaws in your customer service approach.” It can be easy to get frustrated and aggressive when you are communicating with people who are angry and rude. Just remember that they are not angry at you personally. Try and be positive until the end.

If it is hard to be positive, at least try and stay calm and collective. Being calm will allow you to better listen to a customer and help them understand the situation. There is a substantial amount of advice out there already for customer service representatives. There may be certain rules and guidelines that your company requires when it comes to customer service relations. But if we can stay positive and avoid arguing, we have accomplished half the battle by not making the situation worse. So whether you are talking to someone on the phone, responding to a text message, chatting with someone through a messenger app, or replying to a post on social media or a website, remember these customer service basics.

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Chatbots Meeting Every Human Needed

Chatbots and artificial intelligence, in their basic form, are no new thing. In fact, Alan Turing and Joseph Weizenbaum were already contemplating the concept of computers communicating with humans in the 1950s and 1960s. Turing experimented with basic human and computer interactions through a question and response game.

Weizenbaum invented what would be considered the first chatbot: Eliza, a computer program designed to imitate a therapist communicating with human patients. Even from their core concept, chatbots were created to meet the needs of humans. Eliza, for example, was designed to help people seeking therapy. When told “Why does my head hurt?” Eliza would respond “Why do you say your head hurts?” Eliza, it her computer form, was there for the emotional and mental needs of the people who utilized her. Jump forward to our present day, and despite the variety of uses for AI chatbots, they are widely used to meet every human need.

AI Chatbots for the Sleepless

Do you ever have a hard time falling asleep with a hundred ideas and thoughts floating in your head? And you felt the desire to someone but everyone else was asleep? There is a chatbot for that. CNET featured an article about a chatbot that was created for the insomniacs. Insomnobot-3000, a chatbot application, was designed by a mattress company focused on serving the needs of those who have trouble sleeping. So even when it is three in the morning and everyone is asleep, you can message Insomnobot-3000 for some late night or early morning conversation.

AI Chatbots for the Text Messengers

Chatbots are used for everything. Want to order a pizza? Do not bother calling the pizza place. Message them with your order and get a AI chatbot response that it will be ready in 20 minutes. Forgot to add extra cheese? Your AI pizza bot got the message and will add it to the order.

Most large companies are moving to some form of AI chatbots. Whether it is messaging a question to a company through Facebook or sending a text message, companies are responding to people’s communication habits and allowing them to reach out through SMS messaging and their smart phones apps.

AI Chatbots for Health Needs

AI chatbots are going above and beyond to meet basic human needs. Microsoft released a AI chatbot platform demo for a digital health provider. The medical chatbot responds to someone’s leg hurting. By accessing fitness and other personal information stored in apps and online, the chatbot can ask where there is pain, suggest a possible cause, and then connect them a doctor’s office to set up an appointment.

In a recent Bloomberg Technology article, one of Microsoft’s research vice presidents Peter Lee says, “We know health care will become more patient-focused, more cloud-based and that AI will make health care more data-driven.” Microsoft is working with companies to provide AI and chatbot technology to greater serve patients.

AI Chatbots for Everything

Turing and Weizenbaum foresaw how AI would be able to serve the needs of people everywhere. While we have come a long way from their first computer programs, chatbots and AI programs are still proving to meet human needs, whether a need for conversation, customer service, or health advice.

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Sources: cnet.com/news/youre-talking-to-ai-chatbots-and-its-just-the-beginning/

bloomberg.com/news/articles/2017-02-16/microsoft-takes-another-crack-at-health-care-this-time-with-cloud-ai-and-chatbots

chatbots.org/chatbot/eliza/