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Customer service standards are in decline – and bots are to blame
source link: https://www.telegraph.co.uk/business/2021/06/28/customer-service-standards-decline-bots-blame/
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Customer service standards are in decline – and bots are to blame
Risk averse managers seem happier to trust a computer to care for their customers rather than real people
28 June 2021 • 6:00am
Q: I bet I’m not the only one who spends a lot of their time waiting for a big corporation to answer my phone calls. Has customer service got worse during the pandemic?...
A: In March 2020, during the first lockdown, I felt the level of service improved. An overwhelming feeling of goodwill made us much better neighbours, while supermarket staff urged us to “stay safe”. More people shopped locally and rediscovered the true personal service provided by independent retailers who run their own shop....
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