Yes, we all don't like the back of it but how often customer service experience are exactly like that. Have a look around telco customer service counters and travel agencies, you get what I mean. The crux of the problem really lies in having business process taking over customer service. Service reps are more concern about filling out their forms or looking for the information you want rather than looking in your eyes (you, me, customers) and engaging you. Reps should be spending more percentage understanding your needs, chit chat, engage you to make you feel special etc. Deep down, we all want to be noticed and talked to.
There is nothing wrong with business process. In fact, without it, things will be messy and even chaotic. However, we need to be mindful that flexibility needs to be exercised by employees. Wait a minute, where is the floor manager? Perhaps in the back room performing one of his business process?
To attain better customer experience, there are a few ways. In the case of over the counter service like travel agencies, the monitor could be shared rather than back facing the customer or enquirer. This way, there is a common ground which both parties are engaged. What is there to hide anyway? Destination, price? Not happy, click or next destination. I am sure this potential customer is more than willing to tell you his/her plans for the next trip. Great starting point for conversation.
Another is to let the employee not be blinkered by these processes. Training them well is crucial as they are the interface or frontline with the customers. Bottom line, don't let the front or back of a PC monitor (business process) hinder great customer service experience. Flexibility is key.
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