Feb 02 2024 40 mins 1
Summary
In this episode of Service Evolution, Shawn Black and Jim Robinson explore the transformative landscape of customer service and leadership in 2024. They discuss the nuanced challenges of maintaining company culture in a remote work environment and the necessity of clarity in communication and face-to-face interactions. Additionally, they explore the shift toward automated services, sparking the balance between AI implementation and understanding customer needs. Lastly, Jim and Shawn highlight the significance of utilizing data to improve customer support strategies while emphasizing the need for urgent and versatile service channels.
Show Notes
(0:00) Introduction and Topic Overview
(1:10) AI and Automation in Customer Service
(3:28) Impact of AI on Jobs and the Future
(6:13) Ensuring AI Enhances Customer Service
(8:34) The Rise of Ghost Kitchens
(9:49) Challenges of Opportunities of Remote Work
(12:48) Maintaining Company Culture in Remote Work
(19:20) The Growing Need for Real-Time Customer Support
(23:31) Utilizing Data to Improve Customer Support Strategy
(34:36) Effective Leadership in the Service Industry
(36:41) Challenges for Leaders in 2024
(38:51) Conclusion and Excitement for the Year Ahead
Links
CGP Maintenance and Construction
Quotes
“Everything comes from faith or fear. Faith, you believe it’s going to happen, or fear, you believe all hell is going to break loose and the world’s going to end. You get to choose one of those. But I’d say you have to go in faith. You have to believe that things are going to be okay, that we’re all going to learn something new, we’re going to find to look at things not from a fear base.” - Jim Robinson, (3:28)
"It's important to recognize what your true authentic behaviors are. If you're just an execution person, if you just want to execute and drive results, sitting in a home office, that's a great place for you because you're just going to drive results because there's less disturbances. If you're relational and you get deprived of the relational opportunity, you're going to feel deprived and you're going to feel defeated because executing on results isn't your top priority." - Jim Robinson (17:20)
"There's a lot of data in that time frame that is really important to the partnership and making sure that we stay the course, even in the challenging times. It's being supportive. Be corrective, be instant, call it and see it, state it as it is, but correct the behavior, but keep the partnership. There's a tremendous benefit to the buyer when there's longevity." - Jim Robinson, (25:14)
"So you have to make sure as a leader that, you know, all eyes are on you. Even when you think they're not, they're still watching. And so the high sense of urgency, move quickly, talk quickly, explain with clarity, and that alone is going to influence their decision to either follow you or to abandon ship." - Jim Robinson, (36:13)
