by Marina Emmanuel
The pandemic has undeniably transformed various aspects of our daily lives, and one of the most noticeable shifts has been in the realm of customer service, particularly in food and beverage establishments.
The rise of digital ordering systems — such as scanning QR codes to place orders — has become a staple in many eateries.
While these innovations can enhance efficiency and reduce human contact, one must ask: has the quality of counter service deteriorated in the process? And why is a service tax imposed for (non-existent) services rendered in some cases?
The convenience of ordering through a smartphone app may appeal to some, but it raises significant concerns for others, particularly the elderly and those who are not tech-savvy.
For many, the act of interacting with a server, placing an order, and enjoying a casual conversation is an integral part of the dining experience.
The impersonal nature of QR codes and apps can detract from that experience, reducing it to a transactional exchange devoid of human connection.
Take, for example, the push from a privatised entity morphed from the government’s postal services for customers to download their app for its courier services.
While digital solutions can streamline processes, they often alienate segments of the population who may not have the resources or skills to navigate these technologies.
This raises an important question about inclusivity in service design: are we leaving behind those who are less familiar with smartphones and apps?
Moreover, this trend extends beyond dining and into our workplaces. The shift to remote work, while beneficial for some, has diminished face-to-face interactions that are crucial for building relationships, fostering creativity, and maintaining team cohesion.
Virtual meetings can be efficient, but they often lack the warmth and spontaneity of in-person discussions.
As we navigate this new normal, it is essential to consider the value of personal interaction in our daily lives.
The art of face-to-face communication should not be allowed to fade away.
Businesses and service providers must find a balance between leveraging technology and maintaining the human touch that defines quality service.
It’s time to awaken from this digital slumber and reclaim the joy of real interactions.
Let’s encourage establishments to bring back counter services that foster connection and community, while also ensuring that technology serves to enhance — not replace — human interaction.
After all, the beauty of life lies not just in convenience, but in the relationships that we build along the way.