{"id":31820,"date":"2015-07-30T00:00:00","date_gmt":"2015-07-30T00:00:00","guid":{"rendered":"https:\/\/cms.fiveaa.com.au\/uncategorized\/self-service-killing-customer-service\/"},"modified":"2015-07-30T00:00:00","modified_gmt":"2015-07-30T00:00:00","slug":"self-service-killing-customer-service","status":"publish","type":"post","link":"https:\/\/cms.fiveaa.com.au\/show\/will-goodings\/self-service-killing-customer-service\/","title":{"rendered":"Self-service is killing customer service"},"content":{"rendered":"<h3>In the next two years Australia\u2019s fascination with self-service will see no human contact in nearly all customer service transactions, leading to a rise of customer-rage, says an expert.<\/h3>\n<p>Customer service and communications expert Mike Irving said Aussie businesses are failing their customers more than ever by chasing new technology to reduce overhead costs instead of helping them.<\/p>\n<p>\u201cI\u2019ve no doubt we\u2019ll start to see customer-rage becoming a problem here, just like road-rage, as customers get angry and frustrated,\u201d said Mr Irving.<\/p>\n<p>\u201cRestaurants with a buzzer are popping up everywhere, more than half of all checkouts in supermarkets are self serve, unstaffed 24 hour gyms, phone automation and people are being herded like cattle through airports to check themselves in,\u201d he said.<\/p>\n<p>\u201cBusinesses are making customers do the work themselves, often referred to as shadow work leaving them dissatisfied and robbed of their leisure time,\u201d he said.<\/p>\n<p>\u201cI grew up in America and it\u2019s unheard of to eat at a restaurant where you order at the counter, get handed a buzzer that goes off when your food is ready and you walk away to look for a knife and fork, yet here in Australia it\u2019s the norm, when it shouldn\u2019t be.\u201d<\/p>\n<p>\u201cSupermarket self checkouts are infuriating with customers being forced to flag down staff when the barcode doesn\u2019t scan or the bagging sensor doesn\u2019t work, while your children are trying to push the buttons.\u201d<\/p>\n<p>\u201cThe choice is stand in the queue and wait too long to be served, or do it yourself and get angry and frustrated.\u201d<\/p>\n<p>\u201cIn my mind the kinds of businesses that really need to overhaul their customer service are Telstra, Banks, the Tax Office, Supermarkets and restaurants.\u201d<\/p>\n<p>\u201cBy 2017 tech research consultancy Gartner predicts two thirds of customer service interactions will occur without human to human contact.\u201d<\/p>\n<p><strong>SEE ALSO: <a href=\"https:\/\/cms.fiveaa.com.au\/shows\/david-mark-jane\/goodes-row-brings-racist-underbelly-to-fore\">STEPHEN ROWE &#8216;DEVASTATED&#8217; OVER GOODES ROW<\/a><\/strong><\/p>\n<p><strong>SEE ALSO: <a href=\"https:\/\/cms.fiveaa.com.au\/videos\/little-baseball-fan-with-hotdog-goes-viral\">LITTLE BASEBALL FAN WITH HOT DOG GOES VIRAL<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>In the next two years Australia\u2019s fascination with self-service will see no human contact in nearly all customer service transactions, leading to a rise of customer-rage, says an expert. Customer service and communications expert Mike Irving said Aussie businesses are failing their customers more than ever by chasing new technology to reduce overhead costs instead [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":22064,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[231,268],"tags":[],"geo_market":[],"class_list":["post-31820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-show","category-will-goodings"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Self-service is killing customer service - FIVEAA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cms.fiveaa.com.au\/show\/will-goodings\/self-service-killing-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Self-service is killing customer service\" \/>\n<meta property=\"og:description\" content=\"In the next two years Australia\u2019s fascination with self-service will see no human contact in nearly all customer service transactions, leading to a rise of customer-rage, says an expert. Customer service and communications expert Mike Irving said Aussie businesses are failing their customers more than ever by chasing new technology to reduce overhead costs instead [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cms.fiveaa.com.au\/show\/will-goodings\/self-service-killing-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"FIVEAA\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/1395FIVEaa\" \/>\n<meta property=\"article:published_time\" content=\"2015-07-30T00:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cms.fiveaa.com.au\/wp-content\/uploads\/2020\/03\/censored-phone.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"794\" \/>\n\t<meta property=\"og:image:height\" content=\"445\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Tim Ashdown\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@1395FIVEaa\" \/>\n<meta name=\"twitter:site\" content=\"@1395FIVEaa\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Tim Ashdown\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/\"},\"author\":{\"name\":\"Tim Ashdown\",\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/#\\\/schema\\\/person\\\/c9993afbb4e9c76944cb880fa918b687\"},\"headline\":\"Self-service is killing customer service\",\"datePublished\":\"2015-07-30T00:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/\"},\"wordCount\":330,\"image\":{\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/wp-content\\\/uploads\\\/2020\\\/03\\\/censored-phone.jpg\",\"articleSection\":[\"Show\",\"Will Goodings\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/\",\"url\":\"https:\\\/\\\/cms.fiveaa.com.au\\\/show\\\/will-goodings\\\/self-service-killing-customer-service\\\/\",\"name\":\"Self-service is killing customer service - 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