{"id":37417,"date":"2024-03-13T18:21:38","date_gmt":"2024-03-13T17:21:38","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=37417"},"modified":"2024-03-13T18:45:05","modified_gmt":"2024-03-13T17:45:05","slug":"is-your-customer-team-dehumanized","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/is-your-customer-team-dehumanized\/","title":{"rendered":"Is your customer team dehumanized?"},"content":{"rendered":"<p><em>&#8220;When customers read our responses, they feel more empathy with our chatbot than with our human agents!&#8221;<\/em> It may seem a paradox, but it&#8217;s exactly what some managers are complaining about these days. Of course I refer to those who carry out <strong>quality checks<\/strong> over Digital Customer Service conversations on a regular basis. As some of them are observing their customer service team dehumanized, this issue is also affecting their KPIs.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=59034279&amp;theme=light&amp;playlist=false\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode #32<\/li>\n<li>00:35 I felt more empathy chatting with the chatbot! Said the customer<\/li>\n<li>02:31 The handover to the human agent: a moment of truth<\/li>\n<li>03:51 Why a customer service team becomes &#8216;dehumanized&#8217;<\/li>\n<li>04:21 Detecting the root cause when KPIs are declining<\/li>\n<li>06:31 Different digital channels, different conversational skills!<\/li>\n<li>07:05 Download the &#8216;<em>DCS Personas\u00a9<\/em>&#8216; skill-set framework<\/li>\n<li>07:21 Check out my DCS training paths<\/li>\n<li>08:31 The very first action agents need to take is NOT answering<\/li>\n<li>10:23 Send your feedback \/ question: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>10:45 Subscribe to the podcast now<\/li>\n<li>11:01 All my consulting services on CustomerServiceCulture.com<\/li>\n<li>11:35 The &#8216;Customer Culture Academy&#8217;<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Balancing AI and human interactions [<a href=\"https:\/\/bit.ly\/3SBnvAW\">read article<\/a>]<\/li>\n<li>Previous podcast episode &#8216;run a digital skill-matching check&#8217; [<a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/run-a-digital-skill-matching-check\/\">listen here<\/a>]<\/li>\n<li>Download the DCS Personas\u00a9 skill-set framework [<a href=\"https:\/\/bit.ly\/DCSP-EN\">here<\/a>]<\/li>\n<li>Want to run a digital skill-matching check? [<a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">go to my consulting page<\/a>]\u00a0<\/li>\n<li>Get your Digital Customer Service team up-skilled with my <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a>.<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">3 speaking programs<\/a> to hire me for your next conference.<\/li>\n<li>Take advantage of the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a><\/li>\n<\/ol>\n<h2><strong>Deep dive<\/strong><\/h2>\n<p>I&#8217;m sure that you don&#8217;t want to get a customer service team dehumanized. Conversely technology, especially Gen AI, has to be an enabler helping human agents leverage every digital conversation with the customer. Learn from <strong>real case examples<\/strong> reading &#8216;<em>The Power of Digital Conversations<\/em>&#8216;. \ud83d\udc47<\/p>\n<p><a href=\"https:\/\/amzn.to\/3MX8VAq\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-35946 \" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png\" alt=\"The Power of Digital Conversations\" width=\"507\" height=\"405\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-177x142.png 177w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-200x160.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-400x320.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-600x480.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-768x614.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-800x640.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1024x819.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1200x960.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1536x1229.png 1536w\" sizes=\"auto, (max-width: 507px) 100vw, 507px\" \/><\/a><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">\u00a0<\/span><\/p>\n<p><strong>GET YOUR COPY\u00a0<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/amzn.to\/3MX8VAq\">USA<\/a> \ud83c\uddfa\ud83c\uddf8\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MRMMU6\">Italy<\/a> \ud83c\uddee\ud83c\uddf9\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sHBJX1\">Germany<\/a> \ud83c\udde9\ud83c\uddea<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sAEIk4\">France<\/a> \ud83c\uddeb\ud83c\uddf7<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MXSQKU\">Spain<\/a> \ud83c\uddea\ud83c\uddf8<\/li>\n<li><a href=\"https:\/\/amzn.to\/47xvAfi\">Canada<\/a> \ud83c\udde8\ud83c\udde6<\/li>\n<li><a href=\"https:\/\/www.amazon.co.uk\/power-digital-conversations-Paolo-Fabrizio\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=2KLBMWVUK3L21&amp;keywords=paolo+fabrizio+the+power+of+digital+conversations&amp;qid=1702458665&amp;sprefix=%2Caps%2C161&amp;sr=8-1\">UK<\/a>\u00a0<span class=\"cqiun4t2 khvhiq1o r5qsrrlp i5tg98hk iqx13udk przvwfww qiohso4h gfz4du6o r7fjleex nz2484kf svot0ezm dcnh1tix sxl192xd t3g6t33p\"><span class=\"\">\ud83c\uddec\ud83c\udde7<\/span><\/span><\/li>\n<li><a href=\"https:\/\/amzn.to\/3teey6J\">Mexico<\/a> \ud83c\uddf2\ud83c\uddfd<\/li>\n<li><a href=\"https:\/\/www.amazon.com.au\/power-digital-conversations-Italian\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=3UINKGAEWZBC2&amp;keywords=the+power+of+digital+conversations&amp;qid=1702459059&amp;sprefix=%2Caps%2C213&amp;sr=8-1\">Australia<\/a>\u00a0\ud83c\udde6\ud83c\uddfa<\/li>\n<\/ul>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><strong>P.S. <\/strong><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Get the newsletter<\/a>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;When customers read our responses, they feel more empathy with our chatbot than with our human agents!&#8221; It may seem a paradox, but it&#8217;s exactly what some managers are complaining about these days. Of course I refer to those who carry out quality checks over Digital Customer Service conversations on a regular basis. As some [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":37426,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[935,936,746,763],"class_list":["post-37417","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-chatbot-2","tag-upskilling-3","tag-digital-customer-service-2","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Is your customer team dehumanized? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Carrying out quality checks over digital conversations, some managers feel their customer service team dehumanized. 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