On Abandoning Robot-Speak
Why is it that after you register a complaint with an organization the customer service representative says, “Have a great day?”
Obviously, the day’s been dampened by the foul up that prompted you to call in the first place. Wouldn’t “I apologize for the inconvenience” be a better response? Or, in today’s litigious world, is an apology an admission of guilt and a potentially costly situation?
I prefer when customer service representatives are more human than robot. A while ago the Ritz Carlton asked team members to stop saying “my pleasure” and interject their own responses. That’s a great idea. Real humans talking to real humans. An amazing proposition…
