Is There Such A Thing As Customer Service Anymore?

 For me, as it may appear to be a rhetorical question, the answer to my question in the title, is a resounding “NO.” Company executives attempt to promote, pitch or position concepts such as “self check out aisles,” “automated teller machines,” “conversant or automated voice response systems” as improved customer service options, when in reality the jury is still out. While these systems are gaining favor, there is still a significant percentage of us who would rather have the human experience, i.e. to check out at a grocery store with a cashier and not scan our items ourselves, or to talk with someone live when we call a company if we have a question or need to express a concern.

While the executives are pitching these systems as customer service improvements, the reality is, they are a cost savings for them. And to add insult to injury or salt to a wound, these savings are not passed along to the consumer. I still have to pay the same price whether I use the self checkout and scan all of my items myself or if I go to the cashier line and have the cashier total my order. I might be able to see the “so-called” customer service option of self checkout if a discount on my total order was given for me checking out my own items (I’m doing the work). Think about it, at an automated teller machine (ATM), you actually pay to retrieve your own money. The bank has cut the cost of having to pay a teller and are charging you a fee to withdraw your own hard earned and saved money. The fees are now ranging from $3.25 to $5.00 or more that is tacked on to your withdrawal per transaction. Better customer service, yet I am paying for performing a job that a cashier used to do and being assessed a fee for withdrawing my money. Does this make sense to you? If it does, I can tell you as of this writing that it does not make sense to me. It’s almost as if we are lemmings that just go along with anything that we are told. The companies say that this will improve customer service and we go right along with it, not questioning the logic of what is actually happening. The same holds true for soundbites that are given to us on the news each evening by the way.

According to a 2021 State of Self-Checkout Experiences report, self-checkout is a feature that customers value highly. Just about 60 percent of the 1,000 American consumers we surveyed said that they will head to a self-checkout kiosk rather than a cashier when given the choice. I am willing to bet that the 60 percent surveyed never really thought about the fact that they are either paying the same or more for doing what was once someone’s job who was being paid to do it. Why aren’t we feeding back to companies that we would be willing to check ourselves out, if you pay us (discount on our purchases that are self scanned out)? Why aren’t we fighting with banks or the Feds to say that we are not going to pay these extortion like fees to withdraw our own money? Again, lemmings. Less service being given while more money is being taken. Not to mention the reduction in package sizes/volume at higher prices. Companies think the consumers are stupid about that too (that’s another issue for another article).

Maybe I’m the only one out on this limb; however, I don’t think so. I do not believe that I am the only one who has seen a drastic reduction in customer service over the years under the guise of “do it yourself.” As I write this article, I am disgusted with META, the company formerly known as Facebook for not allowing its users to communicate with them when a problem arises. They’ve become so big that I guess they don’t give a hoot about what their customers think about them or feel the need to provide a communications vehicle for their users to address their concerns to them. I predict that if META continues down this path, that there won’t be a META in the long run. Facebook has its place, however, like any other company, it must be concerned for its users/customers. Without users/customers, there is no META.

I will end with the very familiar fable of The Goose that Laid he Goose that Laid the Golden Eggs

There once was a man who owned a wonderful goose.

Every morning, the goose laid for him a big, beautiful

egg — an egg made of pure, shiny, solid gold. Every

morning, the man collected golden eggs. And little by

little, egg by egg, he began to grow rich. But the man wanted

more. “My goose has all those golden eggs insider her,” he kept

thinking. “Why not get them all at once?” One day he couldn’t

wait any longer. He grabbed the goose and killed her. But there

were no eggs inside her! “Why did I do that?” the man cried!

“Now there will be no more golden eggs.”

It is my hope that the moral of the fable is understood in the context of where we are headed in terms of “customer service.”

For more about me, please visit marcamedley.com