How the Computer Killed Customer Service





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Published on May 13, 2013

I was thinking the other day about the phrase "Old Fashioned Customer Service" I use it a lot myself but then I thought "What is so different about customer service today than in the "Good Old Day's". Well, we used to define serve by how friendly it was, today we define it by how trouble free and efficient it was. Before the influence of the computer, a human operator would connect your call, a human bank teller would help you with your banking and a human gas station attendant would pump your gas and take your money. Each situation involved one human speaking to another and the friendliness of that interaction is what most often defined a good experience. But today, we can connect calls ourselves simply by dialing a number (I'm not talking about automated attendants, that's another topic) we can bank from our smart phones and you don't have to wait for someone to pump your gas and take your money. (Unless you're in Oregon) So, by "Old fashioned Standards" service sucks. Damn computers... But wait, if the new standard of service is how trouble free and efficient your experience was, the computer, or proper use of it, is what will help you become king of service. Back to the example I gave, if it was not for the computer we would still be waiting for an operator to find an open line to connect our call, we would only be able to access cash or do other banking tasks between 9 and 5 on the weekdays. Having someone pump your gas and take your money sounds nice, but it's much more efficient to get out and pump it yourself. In your business, find ways to make it easier for your customers to do business with you. Good technology is a great way to achieve that, but in some cases you will have to actually make yourself available to your customers and when you do, remember "Good Old Fashioned Service" come from listening, serving and being friendly.
I want to help improve customer service in America. The reason is two fold, one, I am sick of receiving poor customer service. Two, businesses across the country are losing revenue opportunities that can be fixed with simple customer service techniques.

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