The Perils of Too Much Technology

We’re all used to talking with automated systems when we call customer service at most companies. It’s become the norm for us to expect a machine to answer. And while this has both benefits and costs, here’s an outcome I never expected.

This is from NotAlwaysRight.com, one of the best websites for funny customer service stories:

Me: “Thank you for calling tech support. How can I help you?”
Customer: “Hello?”
Me: “Hello?”
Customer: “Hello?”
Me: “Hello?”
Customer: “Hey Jon, check this out! The machine says hello back when I say hello!”
Me: “I’m not a machine, sir.”
Customer: “OH MY GOD, IT’S ADDRESSING ME!”
Me: “No, sir, I’m not a machine!”
Customer: “Oh… so you’re one of them human peoples?”
Me: “Yes, sir, I am a human peoples.”

Next time you decide to have real people answer your phones, consider this customer. Or at least train your team to expect the unexpected!