Traditional customer service approaches create a power dynamic where impersonal systems like voicemail trees and policy-driven interactions push customers away
Traditional approaches to customer service create an adversarial power dynamic — voicemail trees, policy-driven scripts, and impersonal systems signal that the business doesn't genuinely care about the person. Customers don't want to feel processed; they want to feel treated as individuals.
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Why Traditional Business Systems Create Impersonal Dynamics
Traditional approaches create a power dynamic where the business treats customers with impersonal systems like voicemail trees and policy-driven interactions, which customers don't want to experience.