The Human Approach

I arrived home from work on night last week to find I couldn’t log on to the internet. Here in San Diego we had a full day of strong thunder and lightning storms, which is rare but always welcomed, so it was no big surprise something somewhere along the line got tripped up.

We are in an age now where when something is broken, we have someone we can call to fix it. Sure, sometimes it’s harder than other times to actually speak with another human being but just as a chameleon adapts to its surroundings, we as humans also appear to be a little more accepting of the fact that eventually, we also have to adapt.

However, imagine my surprise tonight when I was guided through internet connection repair by automated responses based off my verbal answers to questions. A few simple yes, no or continue commands and the next thing I know I’m watching my favorite shows on Hulu. Well, that was easy.

But then I started thinking about the nice lady I spoke with from my cable company a few weeks back. What happened to her? Did she become yet another statistic? It was somewhat frightening. Yet on the other hand, it gave me a little more pride in what I do.

When you call or email us in Support, you will receive a human response, every time. You won’t have to punch in Column B’s totals on your phone or get a slight tinge of a ridiculous feeling inside because of one word responses to a vocal robot. You may have to push an extra button or two on the phone but the end result is a living, breathing person.

Did my internet connection get fixed? Yes. Did I speak to a human being to get it fixed? No. Did I learn anything? I learned that as a paying customer, I’m apparently not worthy enough of five minutes of manpower. And that’s too bad.

That’s not what you get with Aristotle’s Support staff. We’re available Monday through Friday from 6 a.m. to 5 p.m. Pacific and even an after-hours and weekend service that will contact an on-call Support staff member in case of emergencies. Emails are also checked on nights and weekends.

Adam Greenfield
Technical Support Representative

One Response to The Human Approach

  1. chicago dyke says:

    i worked in the service industry for many years, and do today to some extent. the notion that “service” is real in corporate customer service is laughable. i know what i know mostly thru food service; i’m old enough to remember when that kind of sensitive “service” used to make or break a restaurant. no longer. it’s scary and sad to me, and i doubt it’s any different than in the tech or any other corporate controlled industry. consumers are being taught, the harsh way, that providing service to them all or most of the time is not a priority. short term payments to investors matter much much more. even if that means your child dies, or your house burns down, or you lost your job. paying a human being 10$/hr to insult you? if they can avoid doing that, they will. cause unlike you, the service they receive is always top flight, old school, etc. you, Little Person? when it comes to services, they expect you to accept this formulation:

    “lap it up, Baby. lap it up.”

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    One Response to The Human Approach

    1. chicago dyke says:

      i worked in the service industry for many years, and do today to some extent. the notion that “service” is real in corporate customer service is laughable. i know what i know mostly thru food service; i’m old enough to remember when that kind of sensitive “service” used to make or break a restaurant. no longer. it’s scary and sad to me, and i doubt it’s any different than in the tech or any other corporate controlled industry. consumers are being taught, the harsh way, that providing service to them all or most of the time is not a priority. short term payments to investors matter much much more. even if that means your child dies, or your house burns down, or you lost your job. paying a human being 10$/hr to insult you? if they can avoid doing that, they will. cause unlike you, the service they receive is always top flight, old school, etc. you, Little Person? when it comes to services, they expect you to accept this formulation:

      “lap it up, Baby. lap it up.”

    Leave a Reply

    Your email address will not be published. Required fields are marked *


    *

    You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>