Qualitative and Quantitative Service
A Typical Self-Service Store
We are living in a time when the question of being personally attended to seems such a rare treat. The old adage of consumer being king is no longer fashionably true. Gone are the days when your pint of milk was delivered to your doorstep or your personal physician making house calls. The worst is being attended to by electronic recording over the phone. Everything is so impersonal. In time we are likely to be replaced by machines. As it is, the computers and calculating machines are functioning in our place.
In retrospect, the corner store is fast disappearing, engulfed by giant supermarkets. Onto the stage of marketing, online buying and selling is evolving to be part of our daily lives. The most prominent and frustrating aspects of the Internet era will be a world devoid of humans. In highlighting the automated age, its scenario will evidently be:
the phobia of dealing with ghostly machine
the absolute challenge of making contact with the human face or voice
big bucks are channelled towards the objective of making sales rather than helping solving your shopping problem
modern systems keep customer service at arm’s length
speaking to a machine programmed to understand human speech
to access information you’ll face the daunting task of punching or typing in a sequence of numbers
the exasperating experience of wearing out your human patience
the frequent endless waiting of being served by a human.
Last Time When – wind screen wiped, water & oil checked, tyre pressure pumped?
As a starter, try calling up your neighbours or friends, and increasingly you’ll get the answering machine. Taking a step further, with large commercial establishments or departments, you’ll be confronted with the labyrinthine menus that accompany most phone-based systems. The maze and impersonal instruction will infuriate your patience and load you with frustration.
Increasingly, it is the phone and the Internet that engender the frustration. Everything is digitised. Sales items are bar-coded. The human brain is increasingly functioning less and less and no doubt robots will replace humans. You and I must be prepared to be bar-coded or fitted with “smart card” and be treated as mere digitals in this fast changing world.
Last but not least, there is nothing you can label in terms of qualitative & quantitative service with the like of such tradesmen as the electrician, plumber & carpenter. Even the smallest job is measured out by the hour. They’re just minting gold much more than would any professional. Discounting good will & customer relationship, it’s a one-off kill!
Don’t look back to the good old days . . . brave yourself to the GREED of this corrupted world.
Paul Chong ©
A Chinese by Descent
An Australian by Consent