Computers deleting customer service more
Forget service with a smile, whatever happened to service with a human being? In the days when computers seem to be taking over the job market, one has to wonder, will people soon be an endangered species?
At one Spokane pizza place, customers aren’t allowed to order what they want without the computer’s permission. My sister recently tried to order a “specialty” pizza for her and our niece over the phone. I emphasize the word specialty since apparently it was inconceivable to order a pepperoni pizza with a sauce other than tomato.
My sister asked a worker if they still were making their garlic pizza with the white sauce. She said it was available. My sister then asked if she could order a pepperoni pizza with the same sauce used on the garlic one. But the girl said, “I’m sorry, but the computer won’t allow it.”
Come again?
Irritated but trying to find humor in such a ludicrous statement, my sister tried another approach. Being in the food business too, she’s aware that the computer has keys for certain orders. But what she didn’t understand is why the girl couldn’t sidestep the computer. So she asked, “Can’t you just put in a pepperoni pizza and ask the cook to make it with the white sauce instead?”
She should have added, “I promise I won’t tell the computer. It will be our secret.”
“I can’t do that,” she answered. “Our computer is set up a specific way.”
I don’t know what pizza my sister received that night. We were too stuck on the fact that the computer had so much power, and we wondered why the pizza joint bothered having anyone answer the phone. Few businesses today allow you to speak to a human when you call.
I find this especially irritating since my only phone is my cell. I’m charged by the minute to press a series of a numbers, only to learn the computer can’t help. Finally, after five minutes or so, I press yet another number to speak to a person – that is, after I’m on hold for several more minutes.
Customer service isn’t what it used to be. The most irritating thing we had to deal with 10 years ago was the static on the drive-thru window speaker. Now when you walk into restaurants, some workers look positively irritated that you’re there wanting something. I’ve often wanted to say, “I’m sorry, is it a problem that I’ve come in to spend money here?”
I recently went into a Mexican restaurant on the South Hill to pick up an order for my parents. My dad requested his taco salad without dressing. After quickly tossing the lettuce into the bowl, the employee put a huge dollop of dressing on it before any other toppings. I nicely reminded her that I ordered it without dressing, and she responded with a heavy sigh and rolled her eyes, as she heaved the bowl into the garbage.
Many restaurants’ workers couldn’t be nicer, just as many sour customers treat employees like crap. But what are the nice people who just want to order a burger or, God forbid, another pizza sauce to do?
Apparently, get on the good side of the computer. That way we can get what we want and then ask it to delete the bad help.