In my own fantasy world, customer service is custom service—service that targets my needs and my problems, suggests good solutions, and assists me in implementing them, all via a human who can take into consideration the tangible and intangible contexts relevant to a remediation that fits my needs.
Sounds dreamy, doesn’t it?
Such solutions actually exist in the real world. For instance, in Northampton there is a store that sells bras. When you go there, there are expert humans who work with you to find and fit bras that work for your body. I understand that this is an experience that half of the people around the world (and many of my readers) will never have, but trust me, it’s wonderful. The experts at the store help triage a myriad of choices of bras: different colors, cup sizes, wired and unwired styles, different fabrics, and other options. They listen carefully as you tell them about the kinds of clothes you wear, your lifestyle, and your preferences. In the end, you can get something that really works for you and enjoy the experience of getting there. That experience is way different than choosing something on Amazon and hoping it will fit.
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