ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

Has Customer Service Lost That Personal Touch?

Updated on April 17, 2018

Hello.......I want to talk to a person please!

At times, being a customer service representative can be a very challenging job. It requires patience, a pleasant disposition, good listening skills and attention to detail. Most of us have had held a job that required some type of customer service in person or over the phone, so the important question is has customer service lost that personal touch?

With the corporations dominating, its no wonder most of us dread calling a customer service line with a problem. The process usually begins with the standard automated menu and instructions to press the prompts related to your issue. Afterwards, you enter account information by pressing the numbers on your phone. Sometimes the hold time is so long, you can finish cooking dinner and still have time left over . Finally, a customer service representative answers the phone and the battle between who’s right and who’s wrong begins.

The word customer service is supposed to mean that you are servicing the customer and that you will do everything in your power to make things right. Unfortunately, today’s customer service seems like they are less customer friendly and more money driven.

Below are reasons why customer service may not be as personal as it should be:

1. Company Training- Most corporations have chosen to implement a one size fits all approach for their customer service training. You know when you hear “ I apologize for the inconvenience”, it is something that reps are trained to say. While it’s polite, it can become annoying once over used. Sometimes the customer service reps actually sound like they are reading off a cue card on what to say. Where is the personal touch ? Where is the sense of urgency in their voice or the genuine attitude that they really want to help. I know there are customer service reps who really work hard to satisfy their customer, but a majority of them are not getting paid to care and don’t give you a second thought once they hang up the phone, they are trained that way.

2. High Turn Overrate- Customer service jobs are very demanding and can take its toll. Working long hours, evenings, weekends and sometimes holidays, don’t make you jump for joy for these types of positions. Sitting in a cubicle, headset on, answering calls and typing on the computer all day long is repetitious and draining. Handling complex issues one after the other, doesn’t exactly thrill the average person. Working in an environment that allows people to sabotage each other only to get ahead making a dollar more an hour as supervisor or team leader is frustrating. Usually, the hourly wage does not begin to compensate you for what you have to put up with, yet the benefits could be attractive enough to keep you there for a little while. These are some of the reasons why some call center customer service reps quit and the turn over rate is so high. Now the customer suffers because on any given day when they call, they could be speaking with someone who has not been there long and the one who is training them has not been there long either. Lack of knowledge can lead to not finding the solution to the problem, even though there is one.

3. Productivity- Most companies are all about numbers. Time is money and the more productive you are the more money companies make. In customer service, the objective is to answer calls as quickly as possible. You have to try to solve the problem with lighting fast speed and go to the next one. If you spend too much time with one customer you could be labeled as not being “productive enough”. This is a sad, but true statement. When I worked at this one company, I was told that I was spending too much time with patients. Patients loved the special attention and time I gave them, but the corporates did not like it. Can you believe that was one of the reasons why they terminated my employment. The point is, less care about the people’s needs, more care about the company’s needs. In most cases once they get you commit to their service or purchase their product, the commitment to customer satisfaction is less of a priority.

4. Lack Of Listening Skills- With the birth of texting and social networking websites, more people are communicating in written form. While nothing is wrong with that, people tend to lose their listening skills. For example, when you call customer service, you may have to repeat yourself several times until there is progress. There are a few reasons for that. When the rep asks you upfront what the problem is, they are trying to navigate to the proper computer screen and then they say “ I can help you with that, just a moment please”. Afterwards, they ask for all your information, type it into the system and ask you what the problem is again after you already explained it. I have noticed this myself. The customer service rep may be trying to resolve the issue, even before you are done talking. They are thinking of what to say to you, after all it is about production. Good customer service training should teach more about listening and how to communicate more efficiently with your customers to minimize misunderstandings. As soon as the customer starts complaining or stating the problem, the rep should be writing or typing down everything. They should repeat back the problem and ask questions right away. They should be allowed to engage in appropriate small talk to make the customer feel more at ease. They should make the customer immediately aware that they will do everything that they can to solve their issue, even if it takes time and you have to give them a call back later. Sometimes it takes going the extra mile for the customer that proves to them they made the right choice by giving a company their business.

In general, I feel that customer service has lost its personal touch and it feels like it is getting worse. However, lets not forget those hard working and caring customer service reps out there who need a little support. I am proud and very grateful for those who:

* Call back customers if they are disconnected

* Call back customers when they promise to

* Taken the extra time to research a problem

* Consult a supervisor or manager, before the customer requests it

* Keeping an upbeat attitude, especially towards those who are disrespectful

* Ones who laugh and have a sense of humor

* Working those off hours, especially in the middle of the night, weekends and holidays

* Traveling long distance to work, in spite of high gas prices

* Make small talk and ask how they can make your day better

* Offers multiple solutions

* Small, local business owners who still love their customers and value their business

* THANK YOU!!!!!!!!!!!!!!!!!!


    0 of 8192 characters used
    Post Comment
    • carrie Lee Night profile imageAUTHOR

      Carrie Lee Night 

      5 years ago from Northeast United States

      TolovajWordsmith: Sorry I did not catch your comment. Yes I agree... Sad but true. But i try not to lose faith :) There are some good people who try hard. Thank you for commenting :)

    • TolovajWordsmith profile image

      Tolovaj Publishing House 

      5 years ago from Ljubljana

      In the world where profit is more important than people we can't expect decent customer service anymore. It's a sad fact, but it's a fact and we must learn to handle with it. Or can we change the values of the world?

    • carrie Lee Night profile imageAUTHOR

      Carrie Lee Night 

      7 years ago from Northeast United States

      Johndnathan: Thank you so much for reading my article ! :) It takes a special kind of personality to be able to handle technical support, so thank you for that too :) I'm happy to hear your bank treats you good. Lately I have not had good customer with various companies, including my cell phone provider, that is why I wrote this article. Thanks again for your feedback :) Hope you can check out some of my other work too.

      Sincerely, CLN

    • johndnathan profile image

      John D Nathan 

      7 years ago from Dallas, Texas. USA

      Nice article. I figured I had to read this one, because I've worked in various technical support jobs for the past decade. My current position is an internal technical support job for a major hotel chain, so I only speak with the hotel employees. Since it's an internal helpdesk there are only about twenty of us, and the GM's pretty much know us by name. However, when I call my bank I do feel like I am getting personalized and friendly service. I do seem to get a lot more done by being patient and friendly with the phone reps.

    • carrie Lee Night profile imageAUTHOR

      Carrie Lee Night 

      8 years ago from Northeast United States

      Dear FirstStepsFitness:

      Thank you for commenting on my article. Yup, automated systems can be a pain and sometimes you get disconnected. Have a wonderful day!

    • FirstStepsFitness profile image


      8 years ago

      Yes Carrie great hub and welcome to hubpages! I believe the ”personal service” went by the way side with the introduction of automated answering systems.


    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

    Show Details
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
    ClickscoThis is a data management platform studying reader behavior (Privacy Policy)