Technology can get in the way of good customer service | Wifi Walker, J B Chaparal Properties

Technology can get in a approach of good patron service


Everywhere we go, businesses are being transformed, cajoled, and altered by high-tech inclination and their capabilities. But infrequently it goes too far.

I’m a tech journalist, though I’m also a consumer, too. I’ve come to have a churned perspective of all of a technologies that allegedly make my life “easier.” 

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We’ve all watched as a grocery stores and large box retailers started to get self-serve check-out lines over a final decade or so. They were touted as a approach to urge and speed adult a patron experience.

But we unequivocally hatred those things. we exclude to use them. Just ask my partner who marvels during me each time we select to get in line where there is a tellurian assistant rather than use a unbiased self-serve line.

I have my reasons. First of all, we can never use a stupid UPC code scanner and self-serve complement in a grocery store though it wanting involvement from – theory what – a real, live, tellurian attendee. The scanners mostly can’t review an item’s UPC code, that causes a hindrance to all brazen swell by a routine until a tellurian comes over to repair it. So since are we regulating a reprobate inclination in a initial place?

And those annoying, chirping voice recordings during a scanners – a “please mislay your object from a scanner” and “please put a object in your bag” messages – leave me wanting to take blood vigour rebate medicine as we conduct to my automobile in a parking lot.

But that’s not all. There are other places where record goes too far and leaves me unhappy.

At a internal Red Robin grill recently, we stopped in for cooking and as usual, was angry by the Ziosk pay-at-the-table touchscreen device that was sitting on a list watchful for us to use.

Red Robin wants their business to use a wireless tool to sequence splash refills, sequence food items, and compensate their bill. But to me, they meant reduction communication with a servers who come to your table. Again, we exclude to use a wireless inclination since they take a tellurian out of tellurian interaction.

On that new visit, I good-naturedly described my distrurbance about a inclination to my server and told her that I’d rather only speak with her and forget a electronic touchscreen.

Lots of business feel that way, she said, though a store managers pull a inclination anyway, all in a name of ostensible efficiency. Many customers, only like me, pull a units aside and exclude to use them.

To me, good patron use would meant listening to those business and holding those feelings into account, rather than pulling a use of inclination that undo people from other people.

Then there’s a ostensible swell being touted during places like a Hyatt Regency Chicago, where business now have a choice of regulating electronic kiosks to check in to their bedrooms as partial of a $168 million restoration plan during a hotel. we suspect that looks convenient, though kiosks in any plcae – from a hotel to an airfield to a selling mall or a gathering core – simply can't give tellurian communication and answer critical on-the-spot questions that mostly need to be answered when business are checking in.

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