Machines that “talk” are now commonplace, thanks to advances in technology.
Commuters are no doubt familiar with automated vending machines at MRT stations which they can use to top up the value of their farecards. The machine will tell you when to slide your farecard in and when to insert your ATM card for approval.
And when you call general enquiry lines such as 100, 1605 and 1711, you will be greeted by automated answering machines which give you step-by-step instructions on the numbers to enter on your telephone set, to obtain the information you need.
The rapid progress in technological developments has made life much more convenient for us. Machines have taken over the more mechanical aspects of our work. What is more, unlike human beings, they can operate 24 hours non-stop and are always at our service.
But while we have succeeded in using technology to overcome human limitations, have we not unwittingly created new barriers for ourselves？ Take, for example, the pre-recorded telephone information service. The reply often comes fast and furious in English and callers who do not understand the language are effectively excluded from using the service.
Have we also overlooked the fact that the people these automated answering and vending machines are meant to serve are not a homogeneous group？ Such services are used only by people who understand the English language.
The organisations have left some members of the community out in the cold and failed in their mission to serve the general public.
Besides, we may have so over-simplified certain procedures that some services have become rigid and inflexible.
The use of different queue numbers based on types of services is one such example. The problem begins when you need multiple services and thus more than one queue number. When you are done at one counter, more often than not, your number at the other counter would have been called - which means you will have to rejoin the queue and wait your turn again.
There is yet another problem with automated answering machines. Just a moment of distraction and you are likely to lose track of the number you need to press. And you cannot return to the previous step！ So you either give up or, if you have the patience, start all over again.
True, the means of providing services have become more efficient, but has the quality of service improved？ When service personnel are replaced by machines, is it out of consideration for the convenience of service providers or better service for the people？
Machines are after all machines. They do not have a sense of commitment to provide excellent customer service. This spirit of service is something we should not lose in the process of adopting more technology.
Not long ago, it was reported that a 70-year-old woman who brought some money with her to top up her Medishield account at a CPF branch office was turned down - for the simple reason that cash was not accepted. As a result, she had to go to a bank, pay $5 for a cheque and make another trip to the CPF office.
In its reply, the Central Provident Fund Board said： “In support of the national effort to promote cashless/electronics payment, CPF branch offices do not accept cash for the topping-up of Medishield premiums……CPF members are informed by letter of the various payment modes available…… she did not have an ATM card. Hence, she was advised to pay by cheque instead.” （19 Sep, Lianhe Zaobao's Forum page）。
There is nothing really wrong to go by the book, except that it makes us no different from machines. She is an elderly woman, not an energetic young person. She had the money with her but it was rejected just because the “button” for this mode of payment could not be found on the “machine”。
Service is a pledge. And it is about people, not machines or some rules and regulations. We make the rules and we should make them work for us, not the other way round.
（The writer is a Specialist Writer of Lianhe Zaobao.Translated by Yap Gee Poh）
機(jī)器傳聲,暈頭轉(zhuǎn)向
蔡月云
科技不斷在進(jìn)步,也老早就讓許多機(jī)器能夠“開口說話”了。
比如,地鐵車資卡自動(dòng)添值機(jī)器,它會(huì)告訴你什么時(shí)候插入車資卡,什么時(shí)候插入提款卡……
又如,打100、1605、1711等電話號(hào)碼,電話另一端會(huì)自動(dòng)告訴你服務(wù)項(xiàng)目的內(nèi)容,并指示你按1、2、3等等。
科技的進(jìn)步,機(jī)器的代代更新,給人類帶來了許多方便,最重要的是把許多機(jī)械化的工作給接了過去,又彌補(bǔ)人類的不足,打破人的局限,例如一天24小時(shí)給你服務(wù),人下班了,機(jī)器不必下班,隨時(shí)為你服務(wù)。
可是,當(dāng)我們利用機(jī)器來突破人類的局,是不是又另設(shè)局限呢？比如電話預(yù)錄咨詢服務(wù),許多時(shí)候“一開口”就是嘰哩咕嚕的一串英語,對不諳英語的人來講,形同“雞同鴨講”。
當(dāng)我們用機(jī)器來輔助人或者代替人的工作時(shí),會(huì)不會(huì)無形中把服務(wù)對象給一元化了呢？原本的服務(wù)項(xiàng)目,比如100的電話號(hào)碼詢問服務(wù)、1605的郵資詢問服務(wù)、地鐵車資填值機(jī)等等,服務(wù)對象應(yīng)該是全體人民,但是用預(yù)錄機(jī)取代時(shí),變成只有懂得英語的民眾才能加以利用,服務(wù)對象給窄化了,產(chǎn)生強(qiáng)烈的排他性,跟原本的服務(wù)大眾的宗旨不一致。
引進(jìn)科技,重用機(jī)器,目的不外是要提高工作效率,將服務(wù)內(nèi)容條理化,但是在條理化的過程中,會(huì)否過于簡單化,以致服務(wù)內(nèi)容變得機(jī)械化。
就以柜臺(tái)輪候號(hào)碼的分類,幾個(gè)按鈕代表幾種服務(wù),但是若同時(shí)需要兩種或更多項(xiàng)的服務(wù),結(jié)果得拿多個(gè)輪候號(hào)碼,但是辦完A項(xiàng)時(shí),B項(xiàng)的輪期難免已過,又得重新再拿輪候號(hào)碼,碰到長龍,又得重新輪候。
又如預(yù)錄的電話服務(wù)項(xiàng)目,號(hào)碼按著按著,結(jié)果不知道按到哪兒了,又不能倒回頭,仿佛走在迷宮中,最后只好完全放棄,有耐心的就從頭再來,沒耐心的也沒折。
提供服務(wù)的效率是提高了,但是接受服務(wù)的人,一定獲得更高的服務(wù)效率嗎？當(dāng)要把服務(wù)交由機(jī)器代勞時(shí),想到的是提供服務(wù)者的需要,還是接受服務(wù)者的需要？是為了誰的方便？
由機(jī)器代勞,目的是給人提供服務(wù),但是機(jī)器終歸是機(jī)器,缺的就是服務(wù)的“精神”,因此當(dāng)機(jī)器及科技協(xié)助人類簡化及減輕工作之后,人類應(yīng)該較能夠發(fā)揮機(jī)器所不能取代的“服務(wù)精神”,而不是隨著機(jī)械化、科技化,而把服務(wù)精神也給機(jī)械化了。
不久前,一名70歲的老人家,帶著現(xiàn)錢去公積金局填補(bǔ)健保雙全的戶頭,結(jié)果被拒絕,原因是*只收支票或只接受電子付款方式,現(xiàn)金不受理。
這名古來稀的老人,只好去找一間銀行,花5元買一張支票,然后再回去填補(bǔ)戶頭。
針對此事受詢時(shí),公積金局的答復(fù)是：“為了支持在全國范圍內(nèi)采用非現(xiàn)款支付及電子收帳工作,公積金局的各個(gè)分局不再接受以現(xiàn)款填補(bǔ)健保雙全戶頭……我們曾寫信給公積金會(huì)員,說明了各種切實(shí)可行的付款方法……XX的母親,沒有自動(dòng)提款卡,因此要求她用支票付款?！保ㄒ?月19日《聯(lián)合早報(bào)。交流》版）
一切照章行事,沒有不對的地方。但是,這跟機(jī)器服務(wù)有什么不同？這可是一名70歲的老人,不是一個(gè)年輕的小伙子,她已經(jīng)帶著現(xiàn)款來到了柜臺(tái),就因?yàn)楦犊罘绞讲荒茉凇皺C(jī)器”上找著符合的“按鈕”,就不受理,非得要她跟著“機(jī)械化”的規(guī)矩走嗎？
服務(wù)是一種精神,是為人服務(wù),不是為機(jī)器、為條規(guī)服務(wù)。規(guī)矩是人定的,由人執(zhí)行,也應(yīng)該由人來駕馭它,而不是反倒過來人被它駕馭了。
Commuters are no doubt familiar with automated vending machines at MRT stations which they can use to top up the value of their farecards. The machine will tell you when to slide your farecard in and when to insert your ATM card for approval.
And when you call general enquiry lines such as 100, 1605 and 1711, you will be greeted by automated answering machines which give you step-by-step instructions on the numbers to enter on your telephone set, to obtain the information you need.
The rapid progress in technological developments has made life much more convenient for us. Machines have taken over the more mechanical aspects of our work. What is more, unlike human beings, they can operate 24 hours non-stop and are always at our service.
But while we have succeeded in using technology to overcome human limitations, have we not unwittingly created new barriers for ourselves？ Take, for example, the pre-recorded telephone information service. The reply often comes fast and furious in English and callers who do not understand the language are effectively excluded from using the service.
Have we also overlooked the fact that the people these automated answering and vending machines are meant to serve are not a homogeneous group？ Such services are used only by people who understand the English language.
The organisations have left some members of the community out in the cold and failed in their mission to serve the general public.
Besides, we may have so over-simplified certain procedures that some services have become rigid and inflexible.
The use of different queue numbers based on types of services is one such example. The problem begins when you need multiple services and thus more than one queue number. When you are done at one counter, more often than not, your number at the other counter would have been called - which means you will have to rejoin the queue and wait your turn again.
There is yet another problem with automated answering machines. Just a moment of distraction and you are likely to lose track of the number you need to press. And you cannot return to the previous step！ So you either give up or, if you have the patience, start all over again.
True, the means of providing services have become more efficient, but has the quality of service improved？ When service personnel are replaced by machines, is it out of consideration for the convenience of service providers or better service for the people？
Machines are after all machines. They do not have a sense of commitment to provide excellent customer service. This spirit of service is something we should not lose in the process of adopting more technology.
Not long ago, it was reported that a 70-year-old woman who brought some money with her to top up her Medishield account at a CPF branch office was turned down - for the simple reason that cash was not accepted. As a result, she had to go to a bank, pay $5 for a cheque and make another trip to the CPF office.
In its reply, the Central Provident Fund Board said： “In support of the national effort to promote cashless/electronics payment, CPF branch offices do not accept cash for the topping-up of Medishield premiums……CPF members are informed by letter of the various payment modes available…… she did not have an ATM card. Hence, she was advised to pay by cheque instead.” （19 Sep, Lianhe Zaobao's Forum page）。
There is nothing really wrong to go by the book, except that it makes us no different from machines. She is an elderly woman, not an energetic young person. She had the money with her but it was rejected just because the “button” for this mode of payment could not be found on the “machine”。
Service is a pledge. And it is about people, not machines or some rules and regulations. We make the rules and we should make them work for us, not the other way round.
（The writer is a Specialist Writer of Lianhe Zaobao.Translated by Yap Gee Poh）
機(jī)器傳聲,暈頭轉(zhuǎn)向
蔡月云
科技不斷在進(jìn)步,也老早就讓許多機(jī)器能夠“開口說話”了。
比如,地鐵車資卡自動(dòng)添值機(jī)器,它會(huì)告訴你什么時(shí)候插入車資卡,什么時(shí)候插入提款卡……
又如,打100、1605、1711等電話號(hào)碼,電話另一端會(huì)自動(dòng)告訴你服務(wù)項(xiàng)目的內(nèi)容,并指示你按1、2、3等等。
科技的進(jìn)步,機(jī)器的代代更新,給人類帶來了許多方便,最重要的是把許多機(jī)械化的工作給接了過去,又彌補(bǔ)人類的不足,打破人的局限,例如一天24小時(shí)給你服務(wù),人下班了,機(jī)器不必下班,隨時(shí)為你服務(wù)。
可是,當(dāng)我們利用機(jī)器來突破人類的局,是不是又另設(shè)局限呢？比如電話預(yù)錄咨詢服務(wù),許多時(shí)候“一開口”就是嘰哩咕嚕的一串英語,對不諳英語的人來講,形同“雞同鴨講”。
當(dāng)我們用機(jī)器來輔助人或者代替人的工作時(shí),會(huì)不會(huì)無形中把服務(wù)對象給一元化了呢？原本的服務(wù)項(xiàng)目,比如100的電話號(hào)碼詢問服務(wù)、1605的郵資詢問服務(wù)、地鐵車資填值機(jī)等等,服務(wù)對象應(yīng)該是全體人民,但是用預(yù)錄機(jī)取代時(shí),變成只有懂得英語的民眾才能加以利用,服務(wù)對象給窄化了,產(chǎn)生強(qiáng)烈的排他性,跟原本的服務(wù)大眾的宗旨不一致。
引進(jìn)科技,重用機(jī)器,目的不外是要提高工作效率,將服務(wù)內(nèi)容條理化,但是在條理化的過程中,會(huì)否過于簡單化,以致服務(wù)內(nèi)容變得機(jī)械化。
就以柜臺(tái)輪候號(hào)碼的分類,幾個(gè)按鈕代表幾種服務(wù),但是若同時(shí)需要兩種或更多項(xiàng)的服務(wù),結(jié)果得拿多個(gè)輪候號(hào)碼,但是辦完A項(xiàng)時(shí),B項(xiàng)的輪期難免已過,又得重新再拿輪候號(hào)碼,碰到長龍,又得重新輪候。
又如預(yù)錄的電話服務(wù)項(xiàng)目,號(hào)碼按著按著,結(jié)果不知道按到哪兒了,又不能倒回頭,仿佛走在迷宮中,最后只好完全放棄,有耐心的就從頭再來,沒耐心的也沒折。
提供服務(wù)的效率是提高了,但是接受服務(wù)的人,一定獲得更高的服務(wù)效率嗎？當(dāng)要把服務(wù)交由機(jī)器代勞時(shí),想到的是提供服務(wù)者的需要,還是接受服務(wù)者的需要？是為了誰的方便？
由機(jī)器代勞,目的是給人提供服務(wù),但是機(jī)器終歸是機(jī)器,缺的就是服務(wù)的“精神”,因此當(dāng)機(jī)器及科技協(xié)助人類簡化及減輕工作之后,人類應(yīng)該較能夠發(fā)揮機(jī)器所不能取代的“服務(wù)精神”,而不是隨著機(jī)械化、科技化,而把服務(wù)精神也給機(jī)械化了。
不久前,一名70歲的老人家,帶著現(xiàn)錢去公積金局填補(bǔ)健保雙全的戶頭,結(jié)果被拒絕,原因是*只收支票或只接受電子付款方式,現(xiàn)金不受理。
這名古來稀的老人,只好去找一間銀行,花5元買一張支票,然后再回去填補(bǔ)戶頭。
針對此事受詢時(shí),公積金局的答復(fù)是：“為了支持在全國范圍內(nèi)采用非現(xiàn)款支付及電子收帳工作,公積金局的各個(gè)分局不再接受以現(xiàn)款填補(bǔ)健保雙全戶頭……我們曾寫信給公積金會(huì)員,說明了各種切實(shí)可行的付款方法……XX的母親,沒有自動(dòng)提款卡,因此要求她用支票付款?！保ㄒ?月19日《聯(lián)合早報(bào)。交流》版）
一切照章行事,沒有不對的地方。但是,這跟機(jī)器服務(wù)有什么不同？這可是一名70歲的老人,不是一個(gè)年輕的小伙子,她已經(jīng)帶著現(xiàn)款來到了柜臺(tái),就因?yàn)楦犊罘绞讲荒茉凇皺C(jī)器”上找著符合的“按鈕”,就不受理,非得要她跟著“機(jī)械化”的規(guī)矩走嗎？
服務(wù)是一種精神,是為人服務(wù),不是為機(jī)器、為條規(guī)服務(wù)。規(guī)矩是人定的,由人執(zhí)行,也應(yīng)該由人來駕馭它,而不是反倒過來人被它駕馭了。