Dialing toll free numbers for customer service has become a routine affair now. When I dial, 9 / 10 times, I'd just want to talk to an operator, but alas, the process is a lot more complicated than it should be.
So they start like this, "Please listen carefully as the menu options have changed". At times, it's frustrating to think that the system is actually so retarded. Of course, the menu options don't change every minute! If we're smart and we've familiarized ourselves with the number sequence to navigate the menu, and overcome all the painstaking steps where we'd have to enter the account number,phone number associated with the account / debit or credit card number and a gazillion other things, we'd eventually reach the step where we'd hear the message "All our operators are currently busy. Please hold while we transfer you to the next available operator". Yes, we have to wait for many things to happen in life, at times even for biological processes to happen as expected.
Anyway, after all the pointless processing which includes hearing jarring waiting tones and getting all the more displeased, the operator would finally say hello and ask us to repeat the whole story and if need be transfer the call to whatever department should attend to the issue and (try to) troubleshoot or say something smart to close the case. Everyone knows the story so far. Nothing new to it.
I have just a few questions. If the data is so precious, why can't technology evolve to help the pained customer by making them wait a little lesser? Why doesn't the menu begin with a direct question - "Do you want to talk to an operator or not?" If the issue could be resolved over the Internet, the customer wouldn't call at all.
Sometimes, the redundancy of voice prompts amuse me. If someone doesn't pick up my call and I'd want to leave a message, I can do it without hearing the long litany of instructions that I have already heard a 100 times. Why can't there be a beep and just a simple greeting "Voice Message Please?". I deleted my extended absence greeting and thought of recording something very clever, couldn't do it today, but I am still tempted to make a bold statement with my voice message very soon.
After all the grumbling, I still benefit from these systems. I need them for everything, including customer service for my phone, Internet and to call maintenance to fix my toilet for crying out loud!
May be someday, these things won't be so boring as they are now. So long ... Adios!
I like my Fraand’s creation
1 week ago
3 comments:
LOL.If we had no loudspeakers in phone i always wonder in these situations if my ears would bleed and then go deaf forever..
This one is a very nice blog.It relieves me that i m not the only one who is being punished for no fault of mine
A good blog. it's neutral too.on one hand the scenario is hopeless as correctly envisaged. on the other the user is not only helpless but doesnt have the time to trouble shoot (may be by an outcry in the media) the n loop holes in the customer care of any damn service provider. One question remains whether the attitude of the SPs is to change or a better software is the requirement? Nice post. pl write more.
Hi,
At least one person to my knowledge has voiced out the agony and misery experienced by millions of people who try the toll free number and surprisingly I am happy to learn that the condition is the same in your place too.
I wish this message somehow reaches the person/s who has the power and expertise and can change things to make every one happy.
you brought smiles when i read`` the operator would finally say hello and ask us to repeat the whole story and if need be transfer the call to whatever department should attend to the issue and (try to) troubleshoot or say something smart to close the case''.
Keep writing.
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