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

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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