My Most Unfavorite Call to Customer Service (for the day anyway)
September 12, 2007 at 6:59 am | Posted in Customer Service | 1 CommentMy apologies, for how many rants do you need to read about being on the receiving end of poor customer service. And, maybe not customer service as dispensed by the rep. No, I mean poor customer service as dispensed by the company that decided in their unimaginable wisdom to install an auto attendant that does not allow you the freedom to opt out and speak with a live person. Yes, another one of those, this time embodied by a well-known satellite TV company (Is that PC or what?). Endless prompts, inability to default and then even more endless waits until a “live” person was available to chat. So, if you are ever in a position to spec out a new phone system and the accompanying auto attendant feature take a minute and walk in the caller’s shoes. No really. We’re all customers at one point or another, despite our day job. And remember how infuriating it is to try to do business with a company that doesn’t respect its customer’s time. And perhaps even intelligence.
And when all else fails, consult http://gethuman.com/ and perhaps you can have a better experience.
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The Blatant Truth Weblog 
This is going to be a naïve question, but I’ll ask it anyway. I think the shade of blue in this blog is making me feel safer.
I don’t actually understand, at all, why any company would ever use automated *anything* that is customer service related — unless it was absolutely essential (like an overflow system for when the lines truly are completely jammed, and you don’t want people getting busy signals or just ringing nonstop).
I grasp why automated voice thingies exist — and I can see why they help clarfy some functions, such as an automated switchboard.
But when it comes to customer service, again, as absurd as this sounds in the hyper-techo-my-old-man-can-create-a-html-weblet-that-can-render-your-old-mans-blu-ray-dvd-burner-obsolete way, I just don’t get why ANY company would subject a customer — a customer; the most important thing in a business by far! — to the cold, sanitized, lifeless alleys of robotic, automated “help.”
It’s just an orgy of anti-social technical consultants (you know, the kind who want to help people, but HATE people — that kind) and execs who dress well, get expensive hair cuts, but haven’t engaged in the reality of their customers since…oh, maybe the Carter years.
Comment by Jason— September 12, 2007 #