LMG Global Disagrees with Article Claiming Customer Service Needs to be More Robotic

    TORONTO, ON, December 05, 2014 /24-7PressRelease/ -- A recent article from Hbr.org titled 'Customer Service Needs to Be Either More or Less Robotic' has claimed that customers are growing frustrated by the current state of customer service. This seems to be stuck in-between robotic and humanistic and is often the result of customer service agents being restricted to scripted interaction and set responses. Many big businesses consider this approach to be efficient, allowing them to deal with a large volume of customer enquiries in a relatively short space of time. However the majority of consumers feel very differently. Scripted and set responses remove any trace of agency from consumer interactions, preventing customer service agents from making decisions based on the consumers' own personal situation or individual factors such as their location, or recent experiences. By trying to fit each consumer query into a neat little box, businesses are disconnecting themselves from reality and making working with a real human agent just as frustrating and unhelpful as dealing purely with an automated system, meaning consumers are finding it harder and harder to get their voices heard and their problems dealt with appropriately.

Although sales and marketing firm LMG Global agree that businesses must stop mixing human tendencies with robotic customer service processes, the Hbr.org article also claims that businesses must either choose to be more, or less robotic, which is an idea the firm strongly disagrees with. LMG Global believe that customer service should be as personalized as possible and are uncomfortable with the article suggesting that businesses should choose to be more automated. By removing all aspects of humanity from the customer service process, businesses are running the risk of isolating consumers or even driving them away completely. The firm believe that the secret to great customer service is identifying with each consumer and recognizing the urgency and severity of their individual situations. By nature the human mind is empathetic and driven by problem solving, LMG Global believe it's vital for business owners to make the most of this innate quality and build a strong customer service team based on these values in order to drive their businesses forward and achieve better consumer relationships.

To achieve high levels of customer service within their own business, LMG Global strive to meet with consumers face-to-face through specialized events and promotions. Working on behalf of their clients the outsourced sales and marketing firm allow customers to fully interact with a brand and their product and ensure each consumer is allowed adequate time to speak with a representative one and one, ensuring their voice is heard and more importantly, listened to. This allows LMG Global to develop lasting customer relationships for their clients which help to boost overall sales and raise positive brand awareness.

About LMG Global: http://lmgglobal.org/about/

LMG Global is a direct marketing firm that personalizes their campaigns to deliver a high ROI to their clients.

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