![\"change](\"https:\/\/hyken.com\/wp-content\/uploads\/CS-Has-Not-Changed.jpg\" "\\"customer")
<\/a>Every week, I\u2019m asked, \u201cWhat is changing in customer service?\u201d The expected answer is that I\u2019ll talk about all the new ways customer service and support is conducted \u2013 and I do. There\u2019s self-service solutions that include robust frequently asked questions and video. There\u2019s social media customer service with multiple channels like Facebook and Twitter. And, AI (Artificial Intelligence)<\/a> that the experts \u2013 myself included \u2013 say will potentially change everything.\r\n\r\nYes, there is a lot that is changing about how we deliver customer service, so I\u2019m about to make a bold statement. If you look at what customer service is, it is the same as it was fifty years ago. And, it will be the same fifty years from now. Customer service is just a customer needing help, having a question answered or a problem resolved. And, in the end the customer is happy. That\u2019s it. When it comes to the customer\u2019s expectations, they are the same. In other words:\r\n\r\nNothing has changed in customer service!\r\n\r\nOkay, maybe it\u2019s better said a different way. When it comes to the outcome of a customer service experience, the customer\u2019s expectations haven\u2019t changed. They just want to be taken care of.\r\n\r\nThat said, there are different ways to reach the outcome. What has changed is the way we go about delivering service. We\u2019ve figured out how to do it faster \u2013 and even better. Back \u201cin the day,\u201d which wasn\u2019t that long ago \u2013 maybe just twenty or so years ago \u2013 there was typically just two ways that customer service was provided: in person and over the phone. Then technology kicked in and we started making service and support better and more efficient.\r\n\r\nFor example, for those choosing to focus on the phone for support, there is now a solution that lets customers know how long they have to wait on hold. And sometimes customers are given the option of being called back at a time that is more convenient if they don\u2019t have time to wait. We now have many other channels our customers can connect with us. Beyond the phone, there is email, chat, social media channels and more.\r\n\r\nSo, as you are thinking about implementing a new customer service solution, adding AI to support your customers and agents, or deciding which tools you want to use, remember this:\r\n\r\nThe customer\u2019s expectations<\/a> haven\u2019t changed. They just want to be taken care of, regardless of how you go about it. It starts with someone needing help, dealing with a problem, upset about something or just wanting to have a question answered. It ends with that person walking away knowing they made the right decision to do business with you. How you get from the beginning to the end is not nearly as important as how they feel when they walk away, hang up the phone or turn off their computer.\r\n\r\nIt\u2019s really the same as it\u2019s always been.\r\n\r\nSave<\/span>\r\n\r\nSave<\/span>\r\n\r\nSave<\/span>\r\n