November 7, 2005
Why Technology Ruins Customer Service
Inc Magazine writes Nothing makes me despair for the state of technology as much as the silicon-slick voice on the automated customer service phone line. You know, the one that commands you to press or say your account number, then leaves you hanging until a live agent comes on the line--and proceeds to ask for your account number. It's no better online, where after you've filled in screen after screen of personal data, the computer inevitably freezes before you're anywhere near completing your task. Technology, which has done so much to make nearly all aspects of business easier and more efficient, has made a complete mess of customer service.[end post]
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