Years ago, the popular website at www.RonKaufman.com was upgraded to more powerful servers.
The site includes a library of articles about service quality, partnerships and customer-focused culture. You can view these online, or have them sent to you by e-mail autoresponder.
On the old server, requested articles were sent via e-mail from robot@RonKaufman.com.
On the new server, requested articles were sent from librarian@RonKaufman.com.
This is a tiny difference (robot vs. librarian), but it speaks to a larger issue. You touch my website when you visit and make a request. I don’t want a robot touching you back.
The tug between high tech and high touch is longstanding. In the early days, mainframes exchanged data with ‘dumb terminals’ – okay language for computer techies, but not very friendly for the masses.
When distributed computing expanded to every desktop, it might have been called ‘core–satellite computing’ or ‘central–local computing’. But someone paid attention, and ‘client–server computing’ was born. People language. Human language. Comfortable language.
Key Learning Point
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My friend Cathy sent me a note: `Even though we weren't friendly before, her page on the high school website made me laugh. We've been in e-touch ever since.' Nice touch - e-touch - making technology more human.
Action Steps
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When you change customer processes to include more technology and automation, remember that real people use your innovations. It's already a high tech world. Keep the language high touch.
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at http://www.RonKaufman.com.
Source: www.isnare.com