August 6, 2014 § 2 Comments
If anyone has a query or a problem they can call me and I speak to them. When Bowler Hat gets a billion times bigger I’ll employ tons of receptionists and we’ll all talk to callers. We’ll be the most communicative communications company in the business.
Never – and I mean, never – will I subject my customers to machines or (and this has to be even worse) deny them telephone contact altogether. If that sounds a little antiquated I don’t care because a helpful person at the end of the phone is going to beat an automated menu of options hands-down, however old you are.
For starters…. people UNDERSTAND you and why you’re calling!!! Their pliable brains can hop all over the shop to fathom, filter and fulfil requests or sort out problems. A good old-fashioned conversation can take place so the caller can fully explain the issue at hand.
Not so with the automated voice system which goes into meltdown if the caller digresses from the menu – or, for goodness sake, hesitates for an instant. Have suffered this week trying to contact a huge and hugely well-known financial institution. The ‘voice’ didn’t know what to do with my query which didn’t slot into Options 1-6 and I didn’t know what to do with my frustration by the fifth attempt of rephrasing the question.
I’d just about recovered from that experience when a couple of days later I came up against the ‘Unfortunately we no longer offer a telephone support system’ sort of company. Would have preferred to speak to someone but, hey, I’m a writer – so took a deep breath and wrote a comprehensive email to said ‘we’d-rather-you-didn’t-contact-us’ company.
Minutes later, far too few minutes later – ping! Company replies. They’d read, it seemed, maybe three pars of the 12-paragraph letter I’d written, completely misunderstood it and explained a outrageously wrong decision with an outrageous explanation.
I know what you’re thinking. Why didn’t I put the pertinent points in the first three pars. I did, I did, I did. But it was a complicated issue and needed clarification and details.
I’m reliving the maddeningly wrist-wrenching experience as I type…but I think I’m over it now. I haven’t forgotten about it, though, have I. What this week has proved to me is that no matter the scale of the company, machines just don’t ‘do’ customer service. People do.
What worries me is this seemingly growing trend of companies putting the phone down on customers in favour of automation.
PS. At the time of writing am holding on to speak to someone at O2 and the sickly automated woman’s voice keeps telling me there’s loads of info on their website. I KNOOOOW. That’s where I got the number from but I want to talk to a person!!!!!