In a world of chatbots, data and 24/7 service expectations, this webinar shows why human contact is still the decisive moment in customer service. You will learn a practical four step model and see how Hapag-Lloyd used it globally to lift quality, reduce churn risk and improve NPS results.

Why human touch still matters
Customer expectations keep rising as technology enables 24 7 access, multiple channels and integrated data. At the same time, cost pressure, chatbot frustration and inconsistent experiences are eroding trust. The speakers argue that customer service must double down on the human touchpoint, because it is often the last stop before customer churn.

A simple four step quality model
The four step model gives teams a shared language for quality in every interaction. First connect, set the tone and create rapport. Then show caring by understanding the situation before solving it. Next customize the solution so it feels personal. Finally conclude clearly, confirm next steps and secure the customers confidence.

The Hapag-Lloyd implementation journey
Hapag-Lloyd used this model as the backbone of a global customer service programme. Managers were trained first, then frontline teams followed blended learning journeys with on the job practice and coaching. Rolled out in 12 languages to thousands of employees, the approach helped improve NPS and turn extra mile behaviour into daily habits.