As low-skilled workers, we all assume that our job is not important to the overall scheme of things. However, that is not entirely accurate, and in this article we will discuss exactly why that is. In this particular article, we will discuss the importance of labor in the customer service industry.
When we talk about the customer service industry, we are primarily talking about businesses that rely on human interactions in some way, shape or form. These are businesses such as grocery stores or basically any brick and mortar store. When people go in to the store to buy whatever they need, there always needs to be a human working the cash register – without that human worker, the shopper cannot fully close the deal on what they want to purchase, or thought of another way, it allows for said shoppers to freely walk out of the store without paying for precisely what they paid for, which would cost the business tons of money in the long run.
That is a big reason you need cheap labor to keep these sorts of businesses alive. In fact, most businesses of this type also rely on cheap labor to help customers while they are still shopping. Without this aspect of the job, customers may never find what they are looking for and ultimately will spend less money on their visit, which again will cost the company a lot of money over time. And when it comes right down to it, there is no other way to get this sort of high-quality service that connects with customers on a human level than with actual human labor. There is a reason that so many people avoid going through self-checkout, and that is because they want to be greeted and helped by an actual human being, not a lifeless machine.
Another example is when you have call centers that help customers with their problems. These call centers are a vital part to maintaining a customer’s happiness when they run into problems with their purchases not working out like they expected, or if they simply want a return. These interactions are very complicated and often result in very unhappy customers – but that is precisely when you want another human talking to them rather than a voiceless machine with pre-programmed lines. If you don’t have human labor working these phone lines, a company’s reputation will go down the drain rather quickly.
So as you can see, in many businesses, there is an inherent need for human labor specifically to interact with the human customers that are so important to any successful business. And when a business is really successful, that ultimately means that they need even more of this human labor to keep up with the success of their business and all the many customers they have. As long as humans are the ones buying from companies (which seemingly will be the case indefinitely), then there will always be a need for human workers to interact with the customers on a personalized level.