Ginaherald's Blog

October 1, 2010

Has technology improved customer service?

Filed under: Uncategorized — ginaherald @ 2:17 am

I’ve been pondering this question for a while and I wonder what you think?  This morning (during our morning walk) I had a conversation with my friend who is also my neighbor and workout partner.  She’s in sales and was lamenting that she’s having some problems with her Blackberry and it’s prohibiting her ability to get work done and serve her clients. 

It got me thinking about this subject of technology again, and the impact it has on customer service.  In some cases it’s a great thing as far as I’m concerned; such as when I want to check my flight status and all I have to do is log in to the airline website and plug in the flight number to get an update.  Simple enough and I quickly get the info I need.  However, when I have some questions about travel planning and I can’t reach a customer service agent after I press 1 for English, enter my frequent flyer number for faster service and hold for 10 minutes, technology is not serving me.

I guess it’s a classic case of the pros and cons of most any kind of product or service.  There are “bugs”.    We love it and we hate it depending on the current situation as defined by our own needs. 

 I’m curious about your thoughts and experiences on the subject of technology as it relates to service.

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2 Comments »

  1. I feel technology has become more of a hindrance for customer service. Sure technology can be helpful, but when you are needing to answer the phone over a working lunch making the co-worker/client/person you are with feel not worth your time…we have lost sight on what technology has been intended for…

    Comment by Anderea — October 8, 2010 @ 2:01 pm | Reply

    • Thanks for your comments Anderea. You are right on target as to why I felt compelled to ask the question. I think when used correctly technology has great efficiency to offer, however we have become very dependent on/addicted to our “instant” world and I feel that has caused us to become somewhat inconsiderate at times.

      Comment by ginaherald — October 10, 2010 @ 10:00 pm | Reply


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