Comments on: Human Resources in a Self Service World http://hrringleader.com/2010/07/20/human-resources-in-a-self-service-world/?utm_source=rss&utm_medium=rss&utm_campaign=human-resources-in-a-self-service-world Leading, Coaching, & Innovating with Trish McFarlane Wed, 01 Feb 2012 13:47:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Gina DeLapa http://hrringleader.com/2010/07/20/human-resources-in-a-self-service-world/comment-page-1/#comment-3080 Gina DeLapa Tue, 20 Jul 2010 19:47:17 +0000 http://hrringleader.com/?p=3585#comment-3080 Cracking up, Trish! You hit upon something I teach in my communication seminars: the Golden Rule vs. the Platinum Rule. People think, "Gee, I like being chatted up by my server/cashier/dental hygienist -- other people must like that too." Wrong! The Platinum Rule, of course, says "Do unto others as they would have done to themselves." I agree that more things in HR could be automated; I do think it's good to offer people an easy-to-find option if they need to talk to a live person (When in doubt, I usually just press 0 or # ... more often than not, it works). Thanks for saying what many of us were thinking but were too timid to say. Cracking up, Trish! You hit upon something I teach in my communication seminars: the Golden Rule vs. the Platinum Rule. People think, “Gee, I like being chatted up by my server/cashier/dental hygienist — other people must like that too.” Wrong! The Platinum Rule, of course, says “Do unto others as they would have done to themselves.”

I agree that more things in HR could be automated; I do think it’s good to offer people an easy-to-find option if they need to talk to a live person (When in doubt, I usually just press 0 or # … more often than not, it works).

Thanks for saying what many of us were thinking but were too timid to say.

]]> By: Douglas A. Rogers http://hrringleader.com/2010/07/20/human-resources-in-a-self-service-world/comment-page-1/#comment-3079 Douglas A. Rogers Tue, 20 Jul 2010 14:02:28 +0000 http://hrringleader.com/?p=3585#comment-3079 Waiters/waitresses trying to chat you up? That's downright rude and NOT providing good customer service!!! In my line of work, many people wil try to use the term "friend" to take advantage, whether it is to skirt price increases or try and justify constantly not keeping appointments. That just rubs me the wrong way. I have built deep bonds with customers I have been with for years, but they are still professional relationships. I rarely venture outside of that... I guess I am old school- I like talking to the person I will be dealing with. While I do like some self-service options, I also don't like it becoming extremely complicated to reach customer service when I have an issue that can't be solved on an automated phone system or website. Great thought-provoking article. Waiters/waitresses trying to chat you up? That’s downright rude and NOT providing good customer service!!!

In my line of work, many people wil try to use the term “friend” to take advantage, whether it is to skirt price increases or try and justify constantly not keeping appointments. That just rubs me the wrong way. I have built deep bonds with customers I have been with for years, but they are still professional relationships. I rarely venture outside of that…

I guess I am old school- I like talking to the person I will be dealing with. While I do like some self-service options, I also don’t like it becoming extremely complicated to reach customer service when I have an issue that can’t be solved on an automated phone system or website.

Great thought-provoking article.

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