There was a recent article at Time Magazine Online that declared the end of customer service. Self service is working 
itself more and more into our daily lives from the self check outs at Wal Mart, to grocery stores, to checking into a hotel at a kiosk.
The beginning of the end can be traced as far back as Piggly Wiggly in 1916 when the grocery store had the audacity to let the patrons select their own groceries from shelves. Since Piggly Wiggly ushered in a new wave of self reliance customers have had to take on the responsibilities of pumping our own gas and going a step beyond self selection at retail stores to self check outs.
That brings up the question. Does this trend with business going toward self service signal the end of customer service?
Where Time says yes, I say no.
What has happened in business is evolution. As times change so do the values of the customers. With the advances in technology and our society going from a one provider household to two what has become scarcer and more valuable to customers is time.
Customer service is evolving to provide customers what they value most and that is the ability to get what they want and get it quickly. Customers don’t want to wait in the checkout line. They would rather check themselves out quickly and be on their way.
Our society in general has gotten busier and business has responded to that trend with drive thru services for prescriptions, banking and food. Companies using technological advances to find ways to serve customers how they want to be served is a good thing. But there are some exceptions.
There is a big difference between giving customers choices they want in service and forcing service changes upon them in an effort to save money. The difference between the two can be seen in the choice. In a grocery store are they giving you a choice between a self check out and a normal checker or is the only option available a self checkout?
Customers will reward companies that focus on serving us better in response to our needs because those companies are listening and responding to us. Their focus is on offering choices in an effort to improve service.
Forcing service level changes upon customers in cost saving efforts are doomed to failure in the long term. Be wary of these companies who are using new technology to try and make our lives more difficult and frustrating.
The companies which will still be standing in the future are the ones who have listened to customers and respond with the choices in customer service that we want.
