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Playout Intelligence

Has Technology Killed Customer Service?

Seth Godin says: [Technology Failures] are an opportunity to WOW, they are an opportunity to say “Thank God something went wrong, because now I can come out and change that person’s day for the better”.

Seth Godin at American Express Open Forum

Seth Godin at American Express Open Forum

Seth Godin and Tom Peters have a great segment within American Express’ Open Forum where they talk about whether or not technology has killed customer service. Seth says:

The most fundamental question about customer service is “Did a human being treat me in a way that made me glad I had the interaction to begin with?”

[…]

The challenge of technology is this: it has moved an entire class of interactions out of the realm of “what kind of service did you get”. When I buy something on the internet the service is … there isn’t one – it just happens and it worked. But I wouldn’t say that was great customer service, it not in that category anymore.

[…]

People are hiding behind the technology as opposed to coming out from behind the counter saying “I’m a person you’re a person, what should we do about this?”

[…]

[Failures] are an opportunity to WOW, they are an opportunity to say “Thank God something went wrong, because now I can come out and change that person’s day for the better”.

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