What Happened to the “Personal Touch”?

//What Happened to the “Personal Touch”?

What Happened to the “Personal Touch”?

I’m sure you have experienced it. You call to speak to a customer support representative and it’s virtually IMPOSSIBLE to get a human being on the line. “Press 1 for…, press 2 for….” By the time you’ve gotten through the endless list of prompts you are screaming into the phone, “JUST GET ME TO A REPRESENTATIVE!!” What happened to the “personal touch”? It seems to have gone by the wayside.

What companies must realize is that customers and clients WANT this personal touch. A survey by Genesys asked more than 9,000 consumers about what mattered to them most when dealing with a company and the overwhelming majority response was “better human service”. This is especially true, in my experience, when trying to get help solving a problem. You’re already aggravated that something isn’t working, and now you have to deal with navigating through telephone prompts just to get to a someone’s voicemail.

At Perfect Practice, it is our promise that you will speak to a living, breathing person…not a machine. We are not your typical case management software company. Not only do we provide your “all in one” software package, but we pride ourselves in our stellar, HUMAN, customer support. You are not just a number to us, you are a part of the Perfect Practice family and we will treat you as such. Whether you are a large firm with hundreds of employees, or a small firm of one, we will treat you how we would want to be treated and will not send you meandering about through a vast world of telephone prompts with no end in sight when you are looking for assistance. We are here…actually here…to help!

Shep Hyken said it best. “The greatest technology in the world hasn’t replaced the ultimate relationship building tool between a customer and a business; the human touch,” and at Perfect Practice, it never will.

2018-08-07T09:16:48+00:00