Tirade Tuesday: Automate THIS!

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How long has it been since you called a company, whether it be a Doctor’s office, Government assistance, Utilities, etc. and an actual person answered the phone?. I cannot tell you how many times I’ve picked up the phone to ask a general, easy question and it has taken me over an hour to speak to a real person. In some cases, “speaking to a live representative” is simply not an option, no matter how you go about it.

It’s annoying. No. It’s infuriating. My question does not magically always match your “press this” options. Then, I’m totally screwed. Ugh. I’m a person. I want to speak to a person. Not an automated service system. What’s more, if I was a betting person, I would guess 100% of people feel the same way.

Companies, did you hear that? 100%!!! Do you want more business? Do something no one does anymore and answer the phone. Then advertise that you answer the phone.

I’m buying from you!!

I’m not saying companies should have a person available 24/7 (although that would certainly be nice). But a living, breathing, human being should at least answer the damn phone during office hours.

Initially, it seemed like a good idea. “Information at our fingertips”. And for companies, it was a no-brainer. Fewer bodies in chairs, less payroll, more profit.

Win/win? NO.

Almost immediately, the consumer did not like the automated phone service. Still, pushing ease and convenience (ie. higher profits), companies persevered. So did we. We quickly learned a “work around”. We could either press zero, or repeatedly say, “customer service representative” and voila! A person picked up the phone!

Ahhhh, those were the days, huh?

Most companies put the Kabash on that as well! Now when you call, you’d better listen carefully “because our options have changed”. It has truly gotten so bad, you can press numbers for 10 minutes, to sit on hold for 45 minutes and that automated bitch finally chimes in with, “call volume is higher than usual – please try your call again later.”

I hate that automated phone bitch. She’s lucky I cannot reach through the phone and go for her automated jugular.

End of tirade.

Talk to you again soon! xoxo

 

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