welt.de
German Crafts: Digitalization for Enhanced Customer Service
The president of the Central Association of German Crafts suggests that digitalization and AI could significantly improve customer service in the industry, citing examples like vehicle tracking and online scheduling to enhance transparency and reliability, while also emphasizing the need for realistic customer expectations regarding pricing and quality.
- How do rising prices and customer expectations influence the need for enhanced service and quality in the German craft sector?
- The president of the Central Association of German Crafts suggests that incorporating technologies like vehicle tracking and online scheduling can further enhance customer service and transparency. This would allow for better communication and management of customer expectations.
- What immediate improvements in customer service could the German craft industry achieve through increased digitalization and AI?
- Many German craft businesses are already using digital solutions to improve customer service, such as transparent communication and reliable scheduling. This is particularly important as prices rise and customers expect higher quality and service.
- What are the potential long-term implications of the suggested digital solutions and the need for a balanced understanding between customer expectations and business realities in the German craft sector?
- A balanced understanding between customers and businesses regarding pricing and service quality is necessary. While businesses invest in training, fair wages and reliable service, consumers must acknowledge the costs associated with quality and skilled labor.
Cognitive Concepts
Framing Bias
The article frames the discussion primarily from the perspective of the handicraft industry and its challenges, emphasizing the need for customers to understand the costs of quality and service. While acknowledging customer expectations, it does not extensively explore potential customer concerns or dissatisfaction.
Language Bias
The language used is largely neutral, although phrases like "einfach zu sagen" (simply to say) and "rächt sich" (takes revenge) carry slightly informal and emotional connotations. The overall tone, however, is relatively objective and informative.
Bias by Omission
The article focuses on the benefits of digitalization for customer service in the handicraft sector, but omits potential drawbacks or challenges. It doesn't address issues like the digital divide, the cost of implementing new technologies, or the potential for increased surveillance through tracking.
False Dichotomy
The article presents a somewhat simplistic view of the relationship between digitalization, customer service, and pricing. It implies that better digital tools automatically lead to better customer service and justifies higher prices, overlooking other factors that could influence customer satisfaction and pricing.
Gender Bias
The article uses gender-neutral language ("Kundinnen und Kunden"), demonstrating an awareness of inclusive language. However, a deeper analysis of gender representation within the handicraft industry itself would be needed to assess for potential gender bias.
Sustainable Development Goals
The article highlights how digitalization and AI can improve customer service in the handicraft sector, leading to increased efficiency and potentially higher profits for businesses. This contributes to economic growth and improved working conditions within the sector. The emphasis on fair wages and reliable service further supports decent work.