Well, as bad as those delays actually are, this has a slightly different spin. I am talking about the oh so comforting voices that, when you are calling a major company for information, tell you that there will be unusually long delays in reaching someone, because of unexpectedly high call volume.
Now, we know—and the companies probably know that we know—that the real reason there are longer than usual delays is not the volume. It is simply that there are far fewer people available to answer the phone. And the reason there are fewer live people, aside from budgetary cuts, is that big companies would much prefer you go online for information and complaints.
To add insult to injury, more and more I have been getting, at the end of a long, involved, multi-choice telephone tree, the information that no one is available now, please call back later!
Now, it may be generational, but I prefer to talk to a live person, especially when I hope to persuade someone to bend the rules in my favor. Though I must admit that after raging and complaining for several minutes, I get a good chuckle when at the end, the person I have been beating up on, who is reading from a script, says “Thank you for calling .”
I could go on and on…and I will. (Who says blogs aren’t good therapy?) How about the blatant lie that says, “Listen closely, as our menu has changed.” We realize this is corporate speak for, “Hey dummy, we are tired of you callers messing up, so we hope you will finally will pay attention to the prompts.”
O.K. Final annoyance. So you call up Samsung to complain, the person listens and at the end always says, “Thanks you for calling Samsung.” But why are they thanking you for calling Samsung with a complaint about Samsung? Do they expect you to call Apple regarding your Samsung problem?
O.K. For those of you who pay good money to read this blog, let me put this all in the context of my blog’s premise. All the ranting above is the result of bad customer service. And while I am not sure how to remedy these phone issues, I do know there must be a better way.
Got the idea?