Harvard Business Review WEBINAR - JOIN US

How to Build Trust Through Customer Service


Featuring Michelle Shell, a doctoral candidate at Harvard Business School and co-author of the Harvard Business Review article “Why Anxious Customers Prefer Human Customer Service.”


Wednesday, September 25, 2019 | Noon - 1:00 PM US ET

Complimentary Audio Webinar
11:00 AM - 12:00 PM US Central
10:00 AM - 11:00 AM US Mountain
9:00 AM - 10:00 AM US Pacific
4:00 PM - 5:00 PM GMT
Michelle Shell
Michelle Shell
Sponsored by Five9

When people feel anxious, it is human nature to want to turn to another person for help.

Yet many companies in high-anxiety settings—including firms in financial services and healthcare—are increasingly funneling nervous customers to self-service technologies like kiosks, websites, and smartphone apps. These technologies are meant to save money and improve consistency, but they isolate people at the moments when they are most keen for human assistance.

Anxious customers who are forced to interact with technology feel dissatisfied and this dissatisfaction can reduce trust in their service provider.

To learn more about the use of technology in customer service and ways to improve the service experience, Michelle Shell—a doctoral candidate at Harvard Business School—and Professor Ryan Buell conducted a series of experiments.

On September 25, 2019, in a live, interactive Harvard Business Review webinar, Shell will share insights from these experiments that are relevant to companies in all industries. These can be used to improve customer service and build trust with customers with a relatively low-cost change in design.

If your company is using technology in the customer service process, learn about mistakes you could be making that could damage relationships with customers and discover simple, low-cost steps you could take to dramatically improve the customer service experience.

Join Michelle Shell and HBR on September 25.


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