I have now spent a collective 47 minutes on two different companies' customer service lines, and I have some suggestions for you.
1. Come up with a way to get me to a human in under five minutes. If you do not, then rest assured that I will press the numerical equivalent of "unconscionably bad" on the customer service survey that you ask me to answer after the call.
2. Get me to the right place on your menu with clear directions. Don't send me into a cascading progression of people who have no idea what I need to do. If you get this step wrong, rest assured that I will press the numerical equivalent of
"unconscionably bad" on the customer service survey that you ask me to
answer after the call.
3. Give me some way of reaching someone live before cycling into an endless loop of announcements. If you do not, then rest assured that I will press the numerical equivalent of
"unconscionably bad" on the customer service survey that you ask me to
answer after the call.
4. After I evaluate your customer service, do not call me back to find out what you did wrong and leave me a message with a general phone number and no extension to reach a specific person. If you get this step wrong, rest assured that I will blog about how annoyed I am. And I will name names.
I'm talking to you, ING, and I'm also talking to you, Ohio State HR.
2 comments:
Add Verizon to your list. Thanks to the inventor of the speaker phone. It makes 45+ minutes of waiting a little more bearable.
Customers would be better off filing formal complaints than taking it out on part-time and casual sales staff. I mean, how much sway do you honestly think we have? There's different departments for a reason. I'm sure you work for an organisation where you don't control everything either..
Post a Comment