The End of Customer Service

Today a colleague brought me a recent article in Time Magazine called “The End of Customer Service“- thanks Josh.

The topic of the article is the prevailing movement to replace customer service personnel of one sort or another, with automated processes powered by, the consumer.  A common example is the self-check out at the supermarket.  The question, “Is this a good thing”? .

Because we often tend to look at the glass as half empty, many would say that this is not a good trend, that corporations are abusive in trying to increase their profitability by having the comsumer do the work and not paying for it. 

Although this is probably true, there may be another way to look at it. 

I believe there are times when reduced costs may also improve customer service and satisfaction.  It all depends on the situation and the customer.  I use ATMs and online banking almost exclusively.  I like it.  I don’t have to deal with lines and I can do it when it suits me.  However, I remember when the ATMs first came out, we all thought the banks were trying the cover up their greedy need to reduce costs in the clothing of “customer convenience”.  Actually, the banking industry was not driven by the consumer’s best interest (sorry to say they rarely are- I have bank issues).  However, it turned out to be a pretty good thing.  Why?  Basically, automated systems are more reliable than people, and once we get the process working right, they don’t get tired, go on break or develop an attitude when under paid.

Change doesn’t usually feel good, especially when the intended benefit is for someone else.  However, we should give ourselves more credit as consumers.  We are powerful and if we don’t think something is good for us, we’ll usually reject the change.

To the extent the change brings about improvements in consistency and efficiency, we may want to say hello to the kiosk instead of a person.  As long as when we need a person, or are unable to deal with a machine (my Mom hates machines), we have a choice. 

This is an important distinction:  People must be closely behind the automated process providing a human alternative as necessary. Ultimately, people must take care of people !

Think about some of the shifts we have come to depend on.

• self check-in kiosk at the airport ( I prefer the kiosk, I know what it does, I get in and out in 2 seconds, it makes my travel easier)
• online shopping - I remember when we thought this would never work - some think it still doesn’t - I haven’t been to the mall in at least a year.
• Pour your own soda/coffee at the convenience store - I prefer to  pour my own, just the way I like it -not too much ice, please.
• Online and ATM Banking - no line, no problem.
• Pumping your own gas -Ok, there is nothing good about pumping your own gas.  This was a bad idea !

I’m not saying that getting rid of people is a good thing, but making process better is.   If we can reduce a few variables and improve the quality of our lives through science, I say thank you.  I can get my human interaction somehow, I don’t need to do it at the bank.

To the extent that technologies are not ready for primetime, or they don’t add value to my experience, then keep it.  This is about my experience not your cost reductions !

Committed to XCS !