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Customer Service Training; a mini case study....

1st Oct 2012
Consultant Coach and Courses
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We all know that everyone hates automated call systems for customer service; "Press 1 if you think we give a hoot, Press 2 if this automated, caring voice, is annoying" and so on.....

But is there anything worse for a customer than to

>call your declared contact number,

>go through the process of listening

>selecting and

>pressing numbers and

>then just get told "We are very busy at the moment, Please try later...."

>and then get electronically hung-up on?

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By Kathy Butterworth
04th Oct 2012 08:56

 Yes there is something worse than this - when the bank have actually phoned you, with an automated message, asking you security questions.  They then tell you to hold on for one of their dispute agents to deal with you - you hold on for 10 minutes and then an automated message tells you they're too busy and cuts you off.  Even though they've phoned you!  And I phoned the bank in question to check that this service was bona fide - customer service were unable to confirm this and security could neither confirm or deny it!!  But it does seem to be a genuine 'service'.

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By Rus Slater
16th Oct 2012 06:44

...I have to say that having experienced the horror you mention, I NEVER give the security responses to anyone who calls me.....

Rus

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