Better Assistance Please
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In the past I’ve been frustrated dealing with a company and needing to leave a message because there was only one person who could help and they were always busy. I had no other choice but to deal with this company but was very unhappy when it would take 2 to 3 weeks and numerous phone messages to get a call back.
Recently I called the number and was directed to yet another number.
The recording stated “to better assist you in a timelier manner, you will ring into our call center where they can assist you”. I thought to myself that’s great. Finally at least I get to speak to someone who can at least answer some questions and get the ball rolling. This is not what I expected at all. It was all hype.If you are marketing a product or making a statement, back it up. It took me 3 attempts to finally get through to someone. After 7 minutes on hold when I did actually make it through, the representative didn’t have any of my account information, and couldn’t answer any of my questions. The only response I got from her is “we can’t help you right now; you have to call back in 2 days as it’s our policy that you must wait 30 days.” She didn’t even apologize for the inconvenience.
Even if you’re a company with customers that can’t go anywhere else and they have to deal with your company and only your company, make it a pleasant experience for them. Because if another company comes along that they can switch to, I’ll bet you that you’ll lose your customers to them in a heart beat.
Written by Robin Turner PhoneSmart call center manager
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