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Developing your people to enhance your customers experience

Is this a peek into the future of customer service?

Author

Marie Cross

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Have you seen the Facebook video of the 4 year old boy acting out an inbound customer service call?  If you haven't we've added a link below and, whilst this should bring a smile to your face, we couldn't help but wonder if there was a deeper message here for UK business.

About 10 years ago you'll remember the exodus to outsource front of house operations to countries like India primarily driven on the back of a need/desire to reduce costs which, from a consumer perspective, disregarded the impact on the customer experience.  There were some well publicised concerns around infrastructure, cultural differences and data protection to name a few and a large number of household names got their fingers burned with UK customers exercising their choice to do business with alternative providers who ensured that outstanding customer service remained at the heart of their business focus.  This, together with the combined effects on a global economy, created a gradual repatriation of many of these customer facing roles with many extolling the virtues of their "UK based call centres" (which, let's be honest, was a bit rich when all they had to do was better understand and care more about their customers needs in the first place - but that's a different story for a different day).

Here at FIT we passionately believe that "people buy people first" and, if this little fella is anything to go by, overseas agent abilities to build natural empathy and rapport and deliver a positive, memorable experience is likely to be a viable business reality in the next 10-15 years.  When that happens we may very well see a similar shift to outsource customer facing roles overseas - although next time the outcome may very well be a permanent one.

You can watch, listen and learn from this delightful young man at http://on.fb.me/124fs30 and let us know your thoughts on whether or not the UK customer service industry is well placed to meet these future challenges.

dddacting out an inbound service call?  We've added a link below and, whilst this should bring a smile to your face, we couldn't help but wonder if there was a deeper message here for UK businesses. 

About 10 years ago you'll remember the exodus to outsource front of house operations to lower cost options like India primarily driven on the back of a need/desire to reduce costs which, from a consumer perspective, seemed to pay little attention to the impact on the customer experience.  There were some well publicised concerns around infrastructure, cultural differences and data protection to name a few.  Quite a few companies got their fingers burned with UK customers exercising their power, via choice, to do business with those providers who ensured that outstanding customer service remained at the heart of their business focus.  This, together with the combined effects on a global economy, created a gradual repatriation of many of these customer facing roles with many household names extolling the virtues of their "UK based call centres" (which, let's be honest, was a bit rich when all they had to do was better understand and care more about their customers needs in the first place - but that's a different story for a different day).

Here at FIT we firmly believe that "people buy people first" and, if this little fella is anything to go by, overseas agent abilities to build natural empathy and rapport and deliver a positive and memorable experience is likely to be a viable business reality in the next 10-15 years.  When that happens we may very well see a similar shift to outsource customer facing roles overseas - although this time the outcome might very well be a permanent one.

You can watch, listen and learn from this delightful young man at http://on.fb.me/124fs30 and let us know your thoughts on whether or not the UK customer service industry is well placed to meet these future challenges.

Have you seen the Facebook video of the 4 year old boy acting out an inbound service call?  We've added a link below and, whilst this should bring a smile to your face, we couldn't help but wonder if there was a deeper message here for UK businesses. 

About 10 years ago you'll remember the exodus to outsource front of house operations to lower cost options like India primarily driven on the back of a need/desire to reduce costs which, from a consumer perspective, seemed to pay little attention to the impact on the customer experience.  There were some well publicised concerns around infrastructure, cultural differences and data protection to name a few.  Quite a few companies got their fingers burned with UK customers exercising their power, via choice, to do business with those providers who ensured that outstanding customer service remained at the heart of their business focus.  This, together with the combined effects on a global economy, created a gradual repatriation of many of these customer facing roles with many household names extolling the virtues of their "UK based call centres" (which, let's be honest, was a bit rich when all they had to do was better understand and care more about their customers needs in the first place - but that's a different story for a different day).

Here at FIT we firmly believe that "people buy people first" and, if this little fella is anything to go by, overseas agent abilities to build natural empathy and rapport and deliver a positive and memorable experience is likely to be a viable business reality in the next 10-15 years.  When that happens we may very well see a similar shift to outsource customer facing roles overseas - although this time the outcome might very well be a permanent one.

You can watch, listen and learn from this delightful young man at http://on.fb.me/124fs30 and let us know your thoughts on whether or not the UK customer service industry is well placed to meet these future challenges.

Have you seen the Facebook video of the 4 year old boy acting out an inbound service call?  We've added a link below and, whilst this should bring a smile to your face, we couldn't help but wonder if there was a deeper message here for UK businesses. 

About 10 years ago you'll remember the exodus to outsource front of house operations to lower cost options like India primarily driven on the back of a need/desire to reduce costs which, from a consumer perspective, seemed to pay little attention to the impact on the customer experience.  There were some well publicised concerns around infrastructure, cultural differences and data protection to name a few.  Quite a few companies got their fingers burned with UK customers exercising their power, via choice, to do business with those providers who ensured that outstanding customer service remained at the heart of their business focus.  This, together with the combined effects on a global economy, created a gradual repatriation of many of these customer facing roles with many household names extolling the virtues of their "UK based call centres" (which, let's be honest, was a bit rich when all they had to do was better understand and care more about their customers needs in the first place - but that's a different story for a different day).

Here at FIT we firmly believe that "people buy people first" and, if this little fella is anything to go by, overseas agent abilities to build natural empathy and rapport and deliver a positive and memorable experience is likely to be a viable business reality in the next 10-15 years.  When that happens we may very well see a similar shift to outsource customer facing roles overseas - although this time the outcome might very well be a permanent one.

You can watch, listen and learn from this delightful young man at http://on.fb.me/124fs30 and let us know your thoughts on whether or not the UK customer service industry is well placed to meet these future challenges.

- See more at: http://calltraining.co.uk/latestnews/2014/11/peek-future-customer-service/#sthash.eMlsF8fa.dpuf

Have you seen the Facebook video of the 4 year old boy acting out an inbound service call?  We've added a link below and, whilst this should bring a smile to your face, we couldn't help but wonder if there was a deeper message here for UK businesses. 

About 10 years ago you'll remember the exodus to outsource front of house operations to lower cost options like India primarily driven on the back of a need/desire to reduce costs which, from a consumer perspective, seemed to pay little attention to the impact on the customer experience.  There were some well publicised concerns around infrastructure, cultural differences and data protection to name a few.  Quite a few companies got their fingers burned with UK customers exercising their power, via choice, to do business with those providers who ensured that outstanding customer service remained at the heart of their business focus.  This, together with the combined effects on a global economy, created a gradual repatriation of many of these customer facing roles with many household names extolling the virtues of their "UK based call centres" (which, let's be honest, was a bit rich when all they had to do was better understand and care more about their customers needs in the first place - but that's a different story for a different day).

Here at FIT we firmly believe that "people buy people first" and, if this little fella is anything to go by, overseas agent abilities to build natural empathy and rapport and deliver a positive and memorable experience is likely to be a viable business reality in the next 10-15 years.  When that happens we may very well see a similar shift to outsource customer facing roles overseas - although this time the outcome might very well be a permanent one.

You can watch, listen and learn from this delightful young man at http://on.fb.me/124fs30 and let us know your thoughts on whether or not the UK customer service industry is well placed to meet these future challenges.

- See more at: http://calltraining.co.uk/latestnews/2014/11/peek-future-customer-service/#sthash.eMlsF8fa.dpuf


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Cross Marie

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Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!


Hello...I'm Marie Cross!

Marie Cross

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