Improving Communication Listening
Does he think technology makes good communication easier?
No, he thinks than it can improve but also make it worst, he talks about the importance of his 4 points
What four key points does Alastair make about communication?
- People have limited attencion
- Pay more atencion to the meaning of what you want to say
- Listening is an important part of communication
- Emotional connection
AMAZON
Amazon is a company that has effective communication, it always knows what is happening with each of the parts that make it up and has a perfect algorithm to suggest products according to our past searches.
A bad customer experience
What mistakes did the company make, and how could they have improved the customer experience?
A computerized voicemail that did not resolve any doubts and took a long time to resolve the situations with the customers
They could have improved the customer experience by allowing them to talk with a person to resolve their doubts and situations
I think we all know call centers pay a very low salary, are we okay with having people working with that payment? Instead, why we don't look for innovative methods with technology? I guess we have to stick with the great example of the exercise, Amazon.
ResponderEliminarHi, your answer 1 is so succinct, I like it
ResponderEliminarHello, i agree with your answers in this exercise. Is important to remind ourselves that no computer at least until today has the same quality of information than a real person can provide.
ResponderEliminarAs you mentioned, it is best to have a real person to solve customer problems in a short time.
ResponderEliminarHi, I like your idea to solve the problem of the computerized voicemail, sometimes to solve customer questions it is better to talk to a person.
ResponderEliminarYou have a great listening! Nothing to add, your answers are insane.
ResponderEliminar