I have currently been “in a queue”, which stated the average wait time currently was 15 minutes, for now 44 minutes and counting. Why can companies not seem to get this really important part of serving their customers right ? It’s bad enough we have to attempt to get thru voice recognition option selection (which always, always interprets what you have said incorrectly) or play keypad bingo navigating our way through 20 levels of number choosing before even getting to wait in the queue. Businesses push self serve so hard these days and it does feel like the swap out of real people for portals or in house call centres for outsourced options which are, in my experience, heavily script led and don’t tend to have any real understanding of the business they are representing or the intricacies of their customers, is totally at a detriment to the very people who have given them their business in the first place. It’s not customer service. It’s just not.
Tyler Wilcher’s Post
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