Computers Can't Replace Service 'magic'

摘要

Don Tennant's Editor's Note in the Jan. 26 edition ["Spirit of Service"] landed right in the bull's eye. I have been saying for years that places like Circuit City and CompUSA, which used to have very knowledgeable staff, are living in a dream world if they think they can compete without that knowledge base as part of their service model. I remember back in the early '90s walking into a Circuit City not knowing anything about car audio systems. The manager of the department described everything I asked about clearly, with both knowledge and passion. You could see all over his face that he loved what he was doing and was excited to help someone new get started. Today, such service "magic" is largely gone; until it comes back, there is no market for the Circuit Citys and CompUSAs of the world.