I have been participating in free webinars with a particular consultant, and now she is offering a class for pay. I received the promotional emails and was considering signing up, but had some questions that the email did not answer.

The next day, I received another email from her as if she had read my mind. “If you still have questions about this program, click here to sign up for a 15 minute call and I’ll personally answer your questions for you.”

Suddenly, it became human instead of a distant, impersonal product.

Discover Card is playing off this fact by promoting their customer service as 24/7 in-person support. So many people are frustrated by the automated call menus that this seemingly small point of distinction is worthy of a major advertising focus.

While technology is wonderful, there is nothing like the connection with another person. That voice across a phone line can be reassuring in ways that no automation ever will. Your service will serve you better if a human delivers it.

About the Author leadership dots by dr. beth triplett

I'm the chief connector at leadership dots where I serve as "the string" for individuals and organizations. Like stringing pearls together to make a necklace, "being the string" is an intentional way of thinking and behaving – making linkages between things that otherwise appear random or unconnected – whether that be supervising a staff, completing a dissertation or advancing a project in the workplace. I share daily leadership dots on my blog to provide examples of “the string” in action. I use the string philosophy through coaching, consulting and teaching to help others build capacity in themselves and their organizations. I craft analogies and metaphors that help people comprehend complex topics and understand their role in the system. My favorite work involves helping those new to supervision or newly promoted supervisors build confidence and learn the skills necessary to effectively lead their team.

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