Why Service Credibility?

We developed the Service Credibility program because we've seen a strong trend in recent years toward use of technology to eliminate the human element from customer service. We see terms like CRM which really look at using technology to drive your relationships. Of course, the use of these technologies is exciting and beneficial, but not at the expense of maintaining effective human relationships.

In addition to the technology push, we've seen an increase in the age-old practice (in large call centers anyway) of using scripts to guide discussions with customers. Scripts may seem like a good idea because training is easier, and there's a perceived element of control over the messages delivered by customer service reps. But customers don't like when reps are reading from scripts...they want interaction...they want someone to listen and understand their needs. These things are hard to do with scripts.

So, given these recent trends and many variations on them, we designed Service Credibility to help customer service reps think and interact with customers in a more human and "real" way that leads to much more genuine levels of service and brings the humanity back to customer service!