Whatever Happened to Customer Service?

Customer service is disappearing.

Now, I’m not talking about the person who helps you at the store. That person has been missing in action for years. No. I’m talking about the ability to pick up a phone and solve a problem directly. For some reason – it’s becoming increasingly difficult to find an actual telephone number for customer service. In many cases, they simply don’t exist.

Twilight Zone 

I get that we live in the digital age and technology is our friend. On so many levels I agree. Who doesn’t like to order online? Or Skype? Or read my blog? Okay – maybe that’s pushing it. But technology is now part of how we live. Resistance gone. Let’s all take a breath.

But there’s a downside too.

Life has become 24/7. We’re always on. There’s no escaping the iPhone. Texts arrive. Emails must be answered. The work week has stretched beyond office hours. And I guess that’s okay because we now have Netflix and YouTube and Twitter and Facebook. The world is at our finger tips. Goodie.

Where’s that number?

Then why can’t I get a hold of anyone in customer service?

The technology companies seem to have been the first to do away with live-customer service. Have a problem with your computer? There’s a chat box to start a dialogue. Problems with your website host? There are online videos to scour through. Okay – I get it. I don’t like it – but I get it. It’s like the healthcare companies of the 1980s insisting you not smoke on the premises. It has to start somewhere.

But recently I noticed that even my cell phone provider has done away with the customer service number. Checking through the newly formatted bill, the number is gone. I guess everyone in America is satisfied with their service.

How ironic

When I complain, and despite the rumors – it’s not very often, I want to talk with a living, breathing human being. I want some high-touch with my high-tech. I don’t think that’s a lot to ask. And I don’t want to have to search high and low for the customer service number. It should be readily available.