Whatever happened to customer service? How did our society become so “advanced” that we no longer need any human interaction?
Over the past few weeks, I experienced how our world has changed. And to say that I don’t like it or (sadly) that I better get used to it is an understatement.
I still cannot accept how so much of what we do everyday has been taken over by technology.
Now I don’t mean microwaves instead of a gas oven or even the demise of the “Yellow Pages” or even our “must have with us 24/7 hours ” cell phone. I mean simple, polite customer service that requires human contact.
I have already surrendered to any customer service over the phone. Like “Pavlow’s dog” I’ve been trained to “Listen to the new menu and press 1 for… or press 2” while the voice message claims that my “call is very important to them.”
So help me, if I was not also informed that the call was being recorded for customer service (adding insult to injury) I would give a loud and continuous “Bronx Cheer” while on hold.
It further escalated when our grocery stores (pick one – Albertson’s, Smith’s, Von’s and even Costco) instituted a computerize self-check-out. I hated it at first; especially when this provided less checkout lanes to pay for the food.
I get that this new system requires less employees but is that a good thing? I liked the interaction between the employee asking if I found everything I was looking for and even the “thank you and have a good day” goodbye greeting.
You know what I mean – speaking to a person.
Then came the fast food kiosks switch overs. I walked into a McDonalds and was met by this monstrosity that would take your order.
And while admitting I’m far from the smartest guy in any room, hitting the search buttons and finding the right icons and inevitably having to start over again and again drove me insane.
“I just wanted a damn cheeseburger” I would mutter as I unsuccessfully and angrily walked out of the place. Happy Meal my….
Whoever thought I would miss that pimple face kid taking my order? But I ask again, where’s the person-to-person contact.
And then came the final insult.
It was time for my (and everyone’s) favorite medical procedure – the dreaded colonoscopy. Now feel free to add any locker room humor in getting ready for this adventure
Thankfully, everything went well and all the results were good. And per my request, I even had the doctor put in the notes a notation confirming to my PILL (partner in love & life) Rana (despite her claims) that my head is not up there.
While the procedure was fine and professional, the check in was not. No talking to the receptionist or nurse, just the “Patient Check In” machine and those evil touch screen.
Not only did it ask the same information that was previously on file but also required I “feed the beast” by submitting my driver’s license and Medicare card.
I cannot express how de-humanize our society has become. And no question it’s going to get a lot worse for us seniors, and especially the next generation – although I suspect that they think it’s no big deal. There was (I thought) one beacon of hope. It was a notice requesting any patient input. As I approached, it advised that to “let us know your thoughts”… while directing me to their QR code.
