The Customer View

Can I Speak With a Human, Two?

Well, apparently I was not the only person who took great joy in discovering the web site that lists the phone numbers and "tricks" required to bypass the automated attendant in many prominent business' call centers.

On the front page of yesterday's Boston Globe, writer Bruce Mohl wrote an article discussing Paul English, the man who put this listing together, his motivation for doing so, and the reasons that businesses use automated attendants in the first place.

It is an interesting article, and even-handed.  It discusses the automated attendant as a cost-effective way of serving customers, along with the trend toward more "help-yourself" tools provided by businesses web sites and telephone systems.  Many of these tools do streamline processes, and save businesses money, which theoretically means that they don't necessarily have to raise prices so much (stop calling me naive!).

On the other hand, as a customer service advocate, I believe that these wonderful tools should be an option, not the corral where customers are herded.  Many customers prefer the human touch, and should have that option when they contact a business.  If that means a little added expense for the business, so be it.  There is a cost to doing business, especially doing business well.

I touched on this concept not too long ago, in an article called The Golden Rule of Customer Service.  Let us know how you feel about this fundemental service issue.

  --- Chuck Dennis

Can I Speak With a Human, Please?

Yes, technology is a wonderful thing.  I love the web, I love e-commerce, I love online self-help tools.  I am not so crazy about automated attendants on the telephone, however.

I understand that businesses want to utilize available technologies to streamline their processes.  And many  of them feel that having Gladys sitting at the front desk, answering the phone every time it rings, is not the most effective or efficient way to direct phone calls.  However, if a customer has a question or a problem concerning the company's product or service, it is not such a great idea to make them have to navigate through myriad automated options, none of which may ultimately address their particular issue. 

And what about those instances where customers feel their issue warrants the attention of a senior manager?  How many automated attendants have the option of "Press 1 to take your complaint to the CEO?"

Anyway, here is a link to a site that lists many prominent businesses, and how to reach a human being, quickly and directly: https://www.quickbase.com/db/bam6rdiey?a=q&qid=5.  *Sigh* It makes me feel better just sharing this information!

    -- Chuck Dennis