When are companies going to realize that they are setting customer relations back immeasurably by insisting on using these insipid electronic screening scenarios?
First, it takes way too long. Second, my issue ususally is "other." Third, the machine usually can't understand me and I have to repeat myself several times. Fourth, when the systems do allow it, I usually just punch the "0" 3 or 4 times and that ends this nonsense and puts me in queue for a live person.
End result - I wasted my time, I became frustrated talking to a machine that couldn't understand me, and I'm already irritated before I even talk to anyone. This is how to foster good customer relations?
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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings . © Steve Hoffacker, 2009. All Rights Reserved.
Steve, I love your post, I sense your frustration, and I feel it also. I would just like to talk to a human being when I call.
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I feel every ounce of pain and frustration that you are Conveying in this post! Until we are more than a number to these companies, I doubt it will change.
- Harrison Painter
Tony and Darcy,
Isn't it amazing that they probably pay a lot of money for these ridiculous phone systems and they run us off as customers also. Very inefficient way to do business. :)
Steve
Harrison,
Fantastic, creative. I love it. Thank you for the amusing comments. :)
Steve
Even more frustrating are the voice recognition systems that require you to speak in a specific manner or use specific words or phrases rather than allowing you to press a telephone button.
Marc,
Don't I know! If they insist on using these systems, they could at least spend enough to get good voice recognition software. :)
Steve
grrrr, this is so frustrating. Especially when you go through all the prompts and finally get to a human and they hang up on you you get cut off. Sometimes if you try to push 0 too soon, it cuts you off. "That option is not available, I'm sorry your having trouble, please try your call later." >click<
The idea is that they need less customer service reps and I guess by loosing customers that are frustrated they accomplish this goal.
Hi Steve:
That makes me crazy too...
Can't I just hit "0" for operator please!!!
Steve - Thank you for writing this. One of the greater frustrations in life, is dialing "customer service" and immediately getting shuttled through the revolving door of pressing this number or that, only to ultimately get hung up on. And many of them don't have a press "0" option.
Doreen,
I've experienced everything you describe. I love it, too, when they transfer you and always cut you off. :)
Steve
Laura,
I love your logic - I think you're onto something there. :)
Steve
Toula,
I'll go one better - can't a person just answer the phone? :)
Steve
Myrl,
You're right. Thanks for adding your experiences to this discussion. :)
Steve
Steve...I use the "0" almost right away. Works about 80% of the time.
William,
It depends on how the call starts out and if I am familiar with the company. Some companies intentionally disable the "0" to make you stay within their stupid system. :)
Steve
Steve...
I hate the series of menus on these automatic customer service lines. I know I'm going to lose a lot of time just getting to a human!
Richard,
And then you never know whether they'll be any help anyway after you get them. :)
Steve
Steve - Some companies really provide great customer service. However, I can't think of a single one that does so by providing an automated system. It is one thing to use it to route someone to the right department. However, the worst offenders are the ones where there is no option to even get a live customer service rep.
Ryan,
I can think of the 3 worst companies to have a conversation with or get an issue resolved and they all employ this inhuman non-human system. :)
Steve
Steve - great post and right to the point, and featured at ...............
CUSTOMER SERVICE
Robert,
Thank you. It's always nice to be appreciated. :)
Steve