Do we receive credits somewhere for putting up with self service customer service under the guise of the self checkout?
Some of us older marketing types remember when there were actually touch points in the customer service business - when they actually called for another checker at a supermarket during rush hour or a doctor called you up to see how you were fairing after an operation or a difficult office visit or procedure. Now we are driven to behave the way big business wants us to behave. And its not all good. I envision getting a text message on my cell telling me that there are computer checkout slots available at my local Kroger - so hurry on in for a shorter wait.
In the following months, I will expand on the customer touch points....and we will have some fun. For now...when your auto "technician" looks bewildered because your service codes cannot be found in the codebook - don't despair - hand him a screwdriver - and tell him to listen to your engine for the noise you described. Or, better yet, make a recording of it and bring it to the service manager. Or, after two frustrating days of no service, tell him to reset the computer because your battery had been recently disconnected to have a new stereo system installed.
Wow! If you had the time, wouldn't this make your day!
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5 comments:
I hate the self check out too. I believe we will eventually have to take our tools with us if we want a mechanic to work on our car. It's kind of like going to the doctor and he ask what is wrong with you. We are getting a little too automated. There is virtually no more service it is just take your money by the cheapest means possible.
It's a big change for sure, but as we move along through the technological era, we all should be a little more saavy, but never forget the ways "we did it through trial and error." I do agree with Marta when she says they are taking our money by the cheapest way possible, but Speed and Efficiency is what really makes us smile....Right?
Keep up the good work.
Great stuff! Thanks!!
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