The day-to-day tasks and requirements for conducting business can take over if we let them, and leave us with no time to pull back and look at the wider landscape. We know that the client is the cornerstone, but keeping track of details and managing schedules –indisputably necessary for good customer service- can push client relations to the back burner. This is not a recipe for success. In our increasingly connected world, clients expect responsive, personalized attention.
One consequence of ubiquitous use of technology has been a change in expectations for customer service. Clients expect an increased level of interaction with agents, and a high level of responsiveness to their needs and input. This can be handled with very little monetary cost, but it does demand some commitment in terms of time. When technology is used for conducting routine business functions and streamlining operations, time is freed up for the critical client relation tasks.