Saturday, December 2, 2017

Customers' Custom Service

Oh hail the notion of service - any kind, anywhere. Motives to provide satisfaction may vary but consider the alternative: no connection with the human being buying your goods, especially in the retail arena.
Retail is suffering mightily in the face of express digital services, the story goes. At the same time, people are again drawn to buying books - clinging to ownership of physical goods for their very ephemeral value. Maybe the seesaw is becoming balanced: more appreciation of such items to make a person feel more grounded, less ephemeral than the slippery act of tapping some keys. And don't forget the value of face-to-face (not with the intolerably impersonal Facebook) - people talking to one another, using our instinctual senses that come out of a different part of the brain. The positive sense of 'making contact' using eye, ear, nose and 'gut.'
The very real value of engaging a very real human. Avatars may have their place - seemingly best for shut-ins.
It's difficult bargaining down a giant such as Comcast using algorithms the company had designed, compared to diligently, patiently discussing that last outrageously high bill..Far better to impress with a stern tone of voice, the voice of reason emphatically expressed so that one's determination can be more instantly understood. Just try it and see the price drop. (Something a friend of mind did recently over two days taking on a Best Buy clerk and then the Customer Service Agent or whatever they are called at Comcast.


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