This Working Life: Why the personal touch is superior to tech solutions when dealing with complaints

Companies that listen sensitively to their customers and deal effectively with issues that arise are streets ahead of those using tech to offer a cut-price ‘customer interface’

Empowering employees to resolve issues can benefit your business. Picture: Getty

As a result of the pandemic, the way many companies interact with customers has changed forever. Focusing on the experience being offered has never been more important for sustaining business growth.

When customers talk to others about a company, what words are they most likely to use? Is it along the lines of: “I trust them”, “they’re great at getting back to me”, “they’re easy to deal with” or is it: “It’s a bit stressful”, ...