I get it. There are billions of people flying on airplanes—and the airlines don’t have time to talk to everyone in person.
But I can’t think of a better way to alienate a customer than by having animated robo-customer-service.
Do they expect to trick me with this smiling, talking avatar? As much as Robo-Alex’s cartoon face smiles at me, I’m not buying it. You’re not fooling me, Alex. I know you’re not a real person.
The point?
Depersonalization in business (and in real life) boggles my mind. Especially when it comes to customer service.
Sure, technology makes things more efficient. Online booking, buying, blogs, videos, and social networking are great—when supplementing real, personal, contact.
While I’m in the process of buying my own plane—so I don’t have to deal with impersonal airline customer service—here are a few tips to keep your customers feeling important, connected, and understood.
- Be specific, not vague.
- Be clear. The last thing you want is to confuse or frustrate a previously jovial prospect!
- Get personal. Sometimes, getting and keeping customers relies on personal contact. No robo-helper can take the place of that.
- Guide them. Instead of making them work to figure things out on their own, grab their hand, lead them inside, and show them the way.
- Be human. Whenever you can, share, be personal, show that you’re a real person, not a robot.
- Provide information. Clearly. Easily. And readily. And if they need more, make it easy to talk to a real person.
Words have the ability to do all of these things. No smiling avatar necessary!
If you need content that is the anti-Alex, call me at 845-228-8118, or email me. I promise you’ll get to talk to a real person.
