Having just spent the morning waiting for virual customer reps to help me, I have had it up here with computers and anonymous assisting. Bring back people…. seriously bring back the personal touch. I want to be able to talk to you, to hear the reassurance of your voice and discuss the weather while you are checking my account.
My email has been acting up for the last few days…. I should have known this was coming when I read the company were updating… this happens on an increasingly regular basis. I first tried to make contact on Monday and waited ten minutes to be sent to another department and then fifteen for nothing…. Apparently these people do not like to speak and I am increasingly suspicious the company is outsourcing to martians.
Unemployment is high, we have skilled qualified people on the streets and yet walk into any bank and there is a queue for the bank machines… and I don’t mean ATM’s. Sure, machines can do everything these days except give you a smile, wait patiently when an elderly person has mislaid her card or a person is upset because their wages haven’t gone through. My bank has taken to having at best two people on the till and at worse one who covers usual business and also foreign exchange. The queue for machines is worse than it ever was for a warm-blooded person who could say ‘how can I help you?’ Not to mention the fun there was last week when two of the machines broke down!!
And don’t get me started on the fantastic video machines which apparently will soon replace video stores everywhere. Now don’t get me wrong, its very handy to be able to pick up a movie whilst buying a litre of milk but my kids used to love browsing the one euro rentals in our local video store. Now the choice is ask at the counter or just get a new release from the video express. Does anyone else miss the… is it any good? or …. you know the old one with Chevy Chase? Society has become fixated on speed instead of service. Bring back the personal touch.
If you have a problem, you go the website and fish around until you find something resembling an answer. Of course there is the contact option… A virtual rep answering virtual questions they know nothing about and hope the list of most common questions and their answers will suffice or you could try…. the dreaded phone call…. Prepare yourself for press 1, press 2…… Or consult our webpage!! If you do dare press a button be prepared for at least two more robotic selection processes followed by anything up to a half hour wait whilst listening to some cheesy boyband track from the eighties. As I have previously noted these martians will do anything to avoid talking….
I miss the personal touch, I miss trying to guess where the person on the other end of the phone is from, being comforted by the sound of their voice and carrying out business with people not robots. Surely it would be cheaper to throw them all on the dole heap and bring back the human touch?