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>"But customer service itself is a human problem." ...Says an unnamed academic who, in all likelihood, hasn't worked retail in the 21st century. Tho, you'd th
by thuuuomas 12y ago
>"But customer service itself is a human problem."
...Says an unnamed academic who, in all likelihood, hasn't worked retail in the 21st century.
Tho, you'd think they'd go to a grocery store once in awhile & be subjected to the customer service atrocity that is the self-checkout. (Or touch an ipad barista at a coffee shop, or patiently repeat "speak to a representative" to an automated telephone system...)
- john_b 12y agoDid you even read the article? Right before the part you quoted the author defined customer service to be the un-automatable parts of what we now consider customer service, the purpose of the redefinition being to make people realize that not all aspects of it can be automated. You mentioned problems with the computerized components of what we today call "customer service". You're arguing with a definition the author didn't use, not to mention making a speculative ad hominem attack...