Automation is not better customer service

At a fast-food restaurant, I was met by an employee who tried unsuccessfully to get me to use the new “self-service” machine to take my order. (I also refuse to use an ATM machine, on principle because the sole purpose of installing such machines is to reduce labour costs.)

Why would this employee not understand that the better she got at encouraging customers to use the machine, the more likely it would be that she could lose her job?

Most people these days seem to think that the more digital and automatic things are, the better. But it is not “better” for the customers to have to do everything themselves, and have to interact with an impassive machine, instead of a human being.

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