A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne
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- čas přidán 23. 06. 2019
- The future of customer service is in the ability to create unique experiences through technological advancement tied together with the reawakening of the human connection. Salena Scardina has spent her 25-year career focused on customer service through innovative and differentiated experiences. Her strong belief that business growth is fueled by the human connection, led her to create HeroCX, a customer experience consulting practice. Formerly she was the Senior Vice President of Customer Experience at Sweetwater Sound and supported their raved about world-class service experience. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx
When she said: "The only differentiator sometimes comes down to a couple of things, great customer service and innovation." I feel it very real, working with people is difficult, but once you put your heart into it, it becomes rewarding not only to do your job but to help someone, not only for the salary but it fills your heart. And yes, it is a job that should be exalted more.
Here’s the problem. In the modern day call center KPI, Average Service time etc is king. It’s no longer about making a human connection. Companies have gotten to big and have too many customers to be able to give the customer the necessary attention and empathy they deserve. Prove me wrong.
Actually, there are different types of metrics on customer service, one of them is time of resolution, but a good company that has higher focus on customer, includes. as well quality of call and a post service survey of satisfaction. This is key to understand how is the service and map if there is a potential problem of churn.
Great speech! The greatest challenge for us in the customer service industry is to continue practicing empathy and kindness in order to maintain human connections
I wish to write something that can show how much i needed to hear this perspective and am just at loss of words. You moved my heart and i got your message
Proud customer service rep here for 9 years and counting and I totally agree about the missing link with human connection. It got me teary eyed about the man that you spoke with 20 years ago. I must say I also have the motivation of helping customers and resolving their issues and aside from that, understanding what is beyond their concern, the story behind it. I'm an emotional person and if it gets too much it doesn't help me in meeting my KPI's 😁😁😁.
Are you dense? This woman has absolutely NO idea about what customer service is really about.
The missing link in customer service is the human link..
Understand the customer's story and offer kindness without condition.
Thank you Saratu!
So very true.
You're one of a kind. Unfortunately, people are more disconnected than ever.
tremendous speech. Loved it!
Great video, it was interesting for me! I have experience working in customer service, in both telephone calls and front desk (reception). I have gotten good results in this area, in spite of I don't have any professional career or background in marketing, human relations, social psychology, businesses administration, etc. Greetings from Sonora, México 🇲🇽👍💖.
Great Presentation.
Thank you...
Wonderful Talk 🙏 Thank You 🤩
What separates us from machines is because we have emotions. That is an advantage and we need to learn how to treat people. It is important to always make a difference in the world, you can do it from anywhere. And Customer Service is an activity that represents the brand for which we work, that is why it is very important to have skills to deal with customers and as business owners to hire the right personnel with interesting incentives to represent us with customers.🤝🏻
Im on my first 3 weeks and im gonna be a good customer service rep someday.
Be excellent. 😉
I am in my second month and I will be great
Great speach 👍🏼
Inspiring!
Mind blowing
Great speech!
Very helpful
14:00
First!
Thank You!
Thank you so much for motivating me to continue learning about customer service, thanks, God bless you.
good work
She’s a great speaker but I wish there was some humor so many of these Ted talks just need a little more humor
PTPOP (his comment is below) on CZcams worked in call centers for over twenty years. He covered this video and called bs on it. I have to agree. What a pretentious lady. I worked in call centers for several years and you hardly have time to establish a real connection with the customers.
Imagine calling someone pretentious who started as a call center rep just like you. DO. BETTER.
@@katiescardina382 Give it up, sweetie. I don't buy her story. You're not better than me either nor are you better than anyone else. You don't even know how I got started. It certainly wasn't as a call center rep.
Katie Scardina
The problem is that you believe what people tell you. You need a healthy dose of cynicism in your life, most people are complete liars.
@@Punkpsychobilly Actually no, many people are not liars. If you are dealing with liars then you have manifested that toxic energy based on your own toxic relationship with yourself. You and Carly should really take a good look inside yourselves. Its not healthy. I have worked in a customer service oriented industry since I was 16 and I can tell you human connection is the MOST IMPORTANT element of the entire process. Customer service is an emotional game. Period. If you say it isn't you are deluded. When you deal with humans empathically you receive a level of receptivity most people could not understand. When your clients provide you with feedback to the effect of "effortless" that is what you are looking for. If you are not receiving that, no matter what industry you are in, you are doing it wrong. Watch the video again and let it sink in.
BS
Such an embarrassment. They bring out a corporate shell of a human being to discuss the “importance” of customer service, yet she has NO clue about what CS agents go through. Call centers are abysmal and people like her, who blindly discusses her nonsense, seems to have a cushy job, higher wage and NO idea how CS at the bottom works.