In a recent Bloomberg Businessweek piece, Harvard blogger Anthony K. Tjan talks about the downfalls of digital conflict resolution.
Live conversations are important. Sending an email or a text doesn’t have the same effect as hearing an actual person on the other end of a call. How many of us have become frustrated over seemingly endless auto attendant options, or annoyed by back and forth email exchanges?
Real people make a difference. It was Maya Angelou who said “Words mean more than what is set down on paper. It takes the human voice to infuse them with shades of deeper meaning.”
When you call a vendor or business, hearing a real person makes that call an experience, one that is memorable and valuable. Modulations and intonations from both sides of the phone make all the difference in customer service. Tjan notes that while email, texting and social communication platforms have enhanced how we communicate “they can rarely replace the real world.”
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