Customer service or if you say it backwards "service customer" is exactly what it means and says. Creative ways have popped up to cater to the customer or consumer. Fine. However, let's make sure we stay focused on the subject matter. For someone to have to already call on SERVICE, something is not right. From there, it should be immediately addressed and turned around
WHATS OUT THERE NOW
The other day, I called for customer service and got a very upbeat response. Immediately, the phone was answered, I was greeted and then told how to interact to better my results. Sounds good? It was a an automated service who had the audacity to exclaim in an emotional voice and I quote; "and I understand phrases too...just try me" and Ask me a question"
NOT THE TIME TO DO THIS
Let me see if I understand this. I have to learn how to interact with a non-person before my problem for their product can be cured? Doesn't sound like service to me. So, I do what any aware person would do and hit the old reliable 0 on my phone for operator. I know once I have a human, we can start getting the customer (ME) serviced. No dice. The O wont take my commands
HAL IN 2001...JUST WONT OPEN THE POD BAY DOORS
So now I am back to being held captive by a robot who once to be my friend if I would only cooperate. It doesn't say how rude I was for choosing O it just says I cannot help you with that response. Okay, I play along but I don't disguise the disgust in my voice. If they would monitor voice pattern they would know....you are losing me and pick-up
WHO COMES UP WITH THIS STUFF?
I don't know who is worse; the people who make these systems and convince others this is the way to go or the big corporations that agree and buy these automated response machines. Why go to all the trouble to pretend to be a human, wanting to help me and telling me that I chose poorly when all you have to do is put a human on
BACK TO WHAT WORKS
Here is what I want to see. I want a live voice from big companies to answer the phone by the third ring. If they want to consult with their computers, go right ahead, but leave me out of it. Here is a chance to not only win me over, but keep me. If a company cannot pay people minimum wage to answer phones so that they can keep customers, then they are off to a poor start. Putting profit before people is not a good business strategy
WORTH NOTING
I will say this. Apple is making some good advances on servicing the customer. Not only do they go past warranty, not keep you waiting and follow it up via email, but you sort of get the impression they truly care. They are going back to the basics. We do not have to tinker, re-invent or get creative when it comes to customer service...just do it
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