| The premise of the story is nonsense. If you are selling someone a coffee then some doodle is going to please some, however, the important interactions are in customer service and YOU DO NOT WANT ANY HAND WRITTEN NOTES. I automate customer service emails, starting with the stats to see what the problems are. If all the time is taken up on mysteriously cancelled orders that are not communicated, I slice that off from 'manual intervention' to a well written, considerate and concise email that pulls through pertinent customer order details. It will take me hours to develop, test and deploy that template, however, once done, it will be well received by the customer. There is a 'from the customer service team' rather than a fake name. The customer service team doesn't even have to press a button for this one to go out, it will be automated. In time I will go for the other time taking parts of customer service, the goal really being to eliminate as much as possible. What remains can then be given the personal touch, with hand written notes and calls, if need be. Once this is achieved, customer service can be pro-active rather than reactive. Getting to this stage takes work. Initially it can be one calamity after another with a random roster of temporary staff of a low literacy level, possibly outsourced having to write what are essentially hand written notes. None of those notes are any good. It is at the txt spk level of communication. |