I understand what you are saying, but the “systems” are forcing those mistakes back on the clients during the input process.
I cannot stand how many online forms I have to fill out that will not let you move forward without precision in every box. I understand it, but I don’t “like” the experience.
We are moving quickly into an environment where the systems will say, “We gave you EXACLTY what you asked for.” This will cut down on “errors.” It will not enhance “satisfaction.”
I worked in a service industry my whole life and what I know is that most people do not really KNOW what they want when they call a company with a complaint.
I think we really need to train our kids how to ask questions. It sounds simple, but proper formatting with specific inclusions and exclusions will produce the best results. This during a time when most customers have a hard time stringing together words into a coherent sentence.
It worries me that it seems we’re being more successfully ‘trained’ to think and express ourselves in ways that fit the software than vice-versa...