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The Four Pillars of Excellent Customer Service

Exceptional customer service doesn’t happen by accident – it’s built on a foundation of behaviours and principles that consistently create positive experiences. Among these, four pillars stand out as essential: Promptness, Politeness, Professionalism, and Personalisation. When applied together, they form a service approach that builds trust, reduces friction, and strengthens long-term customer relationships. 1. PromptnessSpeed […]

AI Philosophy, Customer care AI, Customer service AI, Product knowledge AI chatbot

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Interview – Customer service and support

Me: How important is customer service in your business?CEO: Extremely important — it’s one of the main things that sets us apart from competitors. Me: How many support calls do you get in a typical day?CEO: It really depends — it goes up and down. Me: Do you know exactly how many you’ve received each

AI Chatbot, Artifical Intelligence South Africa, Artificial Intelligence, Automation, Case Study, Customer care AI, Customer service AI, Whatsapp

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Good service is proactive: A new standard for customer experience

There is an interesting article entitled“Good service is proactive: A new standard for customer experience” published in Bizcommunity: https://www.bizcommunity.com/article/good-service-is-proactive-a-new-standard-for-customer-experience-626931a The author, Bruce von Maltitz, states: “For many organisations, customer experience (CX) is still reactive – a customer has a query, a ticket is logged, and an agent responds. Even when this process is efficient, it’s

AI Agents, AI Chatbot, Customer care AI, Customer service AI

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What a Waste of a WhatsApp

There’s a retailer I buy from occasionally. Yesterday I saw their Facebook advert saying send a WhatsApp to <xxxxx> for daily specials. The reason I saw the advert was because I was considering buying something and remembered they also supply it, so had visited their Facebook page. I sent the WhatsApp yesterday at 8:56am.I received

AI Agents, AI Chatbot, Artifical Intelligence South Africa, Automation, Customer care AI, Whatsapp

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How do you start your AI journey?

The answer is slowly and carefully.Most big businesses ignore this advice and are spending millions on the most expensive consultants and then designing expensive software that will never work and be overtaken by better technology before it is implemented. Who remembers the early days of e-commerce? Around the year 2000, Standard Bank spent millions creating

AI Agents, AI Chatbot, AI Issues, AI Philosophy, AI Training, Artifical Intelligence South Africa, Automation, Customer care AI

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