Automatic for the people?

AuthorPerry, Graham
PositionLetters - Letter to the editor

What the author of your feature on call centres ("Hanging on the telephone", October) and many other people do not appreciate is that customer service requires people, not technology.

If you were to approach an organisation with a simple query, its web site would probably have the information you needed and you wouldn't have to listen to inappropriate music that might be the MD's favourite opera or to advertising that you don't want to hear. If a customer telephones a company these days, it is usually because their question is not straightforward and requires another person to understand it and either answer it...

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