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Customer service can’t be computerized -- Joan Sanzen

November 25, 2017 GMT

I’m old enough to remember real customer service.

Problems with a product were resolved with a human being. Making a phone call would get you to someone who could answer questions about a product or service. With the advent and greater reliance on computerized “customer service,” it is becoming almost impossible to resolve a problem or to simply get general information without having to select from several numerical options, entering 10-digit numbers or having a lengthy wait on the phone listening to unpleasant computerized music. (I’m just waiting for the day I’m asked to enter my weight).

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I like computers, and I like having a cellphone. Customer service, though, is not something a computer should be doing.

Joan Sanzen, Madison