A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne

[josselynsarmiento]

When she said: "The only differentiator sometimes comes down to a couple of things, great customer service and innovation." I feel it very real, working with people is difficult, but once you put your heart into it, it becomes rewarding not only to do your job but to help someone, not only for the salary but it fills your heart. And yes, it is a job that should be exalted more.

[Ptpop]

Here’s the problem. In the modern day call center KPI, Average Service time etc is king. It’s no longer about making a human connection. Companies have gotten to big and have too many customers to be able to give the customer the necessary attention and empathy they deserve. Prove me wrong.

[mariceldadios]

Proud customer service rep here for 9 years and counting and I totally agree about the missing link with human connection. It got me teary eyed about the man that you spoke with 20 years ago. I must say I also have the motivation of helping customers and resolving their issues and aside from that, understanding what is beyond their concern, the story behind it. I'm an emotional person and if it gets too much it doesn't help me in meeting my KPI's 😁😁😁.

[realsaratu]

The missing link in customer service is the human link..
Understand the customer's story and offer kindness without condition.

[biancabayonito]

Great speech! The greatest challenge for us in the customer service industry is to continue practicing empathy and kindness in order to maintain human connections

[xaneemax]

You're one of a kind. Unfortunately, people are more disconnected than ever.

[larks...]

I wish to write something that can show how much i needed to hear this perspective and am just at loss of words. You moved my heart and i got your message

[jerichodelosama]

Im on my first 3 weeks and im gonna be a good customer service rep someday.

[karlamarketera]

What separates us from machines is because we have emotions. That is an advantage and we need to learn how to treat people. It is important to always make a difference in the world, you can do it from anywhere. And Customer Service is an activity that represents the brand for which we work, that is why it is very important to have skills to deal with customers and as business owners to hire the right personnel with interesting incentives to represent us with customers.🤝🏻

[Eduardo_Music]

Great video, it was interesting for me! I have experience working in customer service, in both telephone calls and front desk (reception). I have gotten good results in this area, in spite of I don't have any professional career or background in marketing, human relations, social psychology, businesses administration, etc. Greetings from Sonora, México 🇲🇽👍💖.

[saynotohookups]

PTPOP (his comment is below) on YouTube worked in call centers for over twenty years. He covered this video and called bs on it. I have to agree. What a pretentious lady. I worked in call centers for several years and you hardly have time to establish a real connection with the customers.

[heybusiness]

She’s a great speaker but I wish there was some humor so many of these Ted talks just need a little more humor

[Brando-wcfz]

Such an embarrassment. They bring out a corporate shell of a human being to discuss the “importance” of customer service, yet she has NO clue about what CS agents go through. Call centers are abysmal and people like her, who blindly discusses her nonsense, seems to have a cushy job, higher wage and NO idea how CS at the bottom works.