Impersonal Technology Essay by Master Researcher

The paper discusses how once upon a time, customer service was both personal and individual. The paper describes how business owners greeted their customers as they entered the stores and spoke to them on the phone when they called. Conversation was often conducted on a first name basis. Business owners frequently knew the names of their customers' families as well. However, the paper explains that now the customer service field increasingly relies on Internet interactions, email and other low-cost channels to assist their customers, resulting in this personal touch being lost.