How Simple (and Human) Is Your Customer Service?

How Simple (and Human) Is Your Customer Service?



Ron Ashkenas' blog post on Harvard Business Review Do you have friends or colleagues who prefer dealing with people rather than machines? My wife is like that. When she needs to know her bank balance or just get some cash, she will go out of her way to talk to a bank teller rather than fumble with an ATM; and she'll always push the button for a "live operator" on an automated telephone service menu. This doesn't mean that my wife is averse to technology — she uses email, iPods, cell phones, and the usual array of 21st century devices. But at the same time... Download PDF

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