Chapter 5 Helping People (Customer Service)

DOI: 10.4324/9781003148388-5

Helping is the new selling. Therefore, providing a good service is paramount. What does it mean for an organisation, and how can we support this purpose? How can we leverage digital tools to enable people to work better?

The topics covered in this chapter are as follows:

  1. People search for solutions
  2. Communicating value through valuable service
  3. Customer experience
  4. Customer service IT tools

People Search for Solutions

No one wakes up in the morning saying: “Let’s go spend money.” OK, wrong, a few people may indeed do that, especially if they are married to a tycoon. But let’s leave this minority aside. We know that everyone has a pattern of needs to fill, and browses ...

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