How to Better Engage Customers in a Service Culture

Great service providers — in addition to contributing knowledge, attitude and skills — put their whole self into their work and lead with their best foot forward when engaging the public. Great service providers stand out the way other greats do, with passion, energy and the willingness to share themselves with unselfish understanding.

Applying this in the coaching space, I often think about artificial intelligence and the move from interaction to transaction. Technology is making transactions the norm, whether appropriate or not. If I want to speak to someone about a product or service, I must now listen to a menu of questions provided by a computer voice unit. I have no interest in these questions, so my wish to interact with the company is discontinued and my time devalued immensely. In my experience, interactions are not achieved with automation — it’s human engagement that creates human trust.

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Forbes Coaches Council 2020

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