Face-to-face customer service still

Almost any banking or financial service a person could want is readily available by phone or over the Internet. Highly competitive companies have put huge resources and the most sophisticated technology into marketing these efficient and convenient electronically based services. Why then are there still branch banks on every main street and in every mall in America? Because some customers, in some situations, cannot meet their needs without them. One size does not fit all, for banking customers or taxpayers. 

Charles O. Rossotti, Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America (Boston: Harvard Business School Press, 2005), p. 136

The best customer service

We were making progress on service over the telephones and in local offices. But I also knew that unquestionably the best way to provide customer service, in any business, is to make it unnecessary. No one wants to spend time talking about his or her phone bill or tax return.

Charles O. Rossotti, Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America (Boston: Harvard Business School Press, 2005), p. 139