This year, businesses have had to pivot several times in order to keep their customers happy and their bottom lines in check. Never has stellar customer service been more important than this year.

Think back to the last time you had to contact a company to fix a problem for you or answer a question you had.

Chatbots – not the beginning of a robot takeover, but perhaps the beginning of the customer service takeover. Many people don’t know that chatbots have been in the making since the 1960s.

Just in the past thirty years, technology has made astronomical progress. It has impacted everyday human life in ways undreamed of even fifty years ago. One of the biggest ways that technology has changed society is how people interact with each other.

The old adage in customer service is that “the customer is always right.” And while we certainly want to ensure that we’re giving our customers the best experience we can, the reality is that customers are not always right. And sometimes we have to find a way to tell them that they’re wrong.

Where do you go when you need to find out information? Lately, the answer to that question would simply be Google – but let’s get a little more specific than that. What if you’re looking for the definition of a word? What would be the best knowledgeable source to turn to for an answer? For that type of information, the best knowledgeable source would be a dictionary.

Pretty much everything you could ever need or want has reviews posted online about it. That restaurant you wanted to visit? That movie you wanted to see? That show you wanted to watch? That new phone you wanted to buy? That hotel you wanted to book for your next company event? That pet bed you were eyeing for your dog? I’ll bet you money they have reviews somewhere online.