innovation

XKCD on Secret Customer Service

I love the most recent XKCD that takes a swing at the soulless customer service scripts that prevent mere mortal CSRs from actually connecting with their customer and delivering authentic customer service.

This adds a new dimension to “Getting Blocked” – “I’d like to help you, but I just don’t know enough to figure this out for you, so you’re going to have to wait (possibly forever) for advice from one of our (possibly nonexistent) technology ninjas”.

However, I’d like to enthusiastically support the notion of Expert Easter Eggs so that people with challenging problems can connect to CSRs with great skills whose mouths are watering for those challenges! Great idea, XKCD.

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