The Lack Of Service In Customer Service

from the where-are-the-humans? dept

We're supposed to be a service based economy with so many people employed in service jobs. If that's the case, many are wondering, why is it so damn hard to get a human being on the phone when you call customer service? Everyone has stories about insanely long hold times, being cut off, touch-tone menus that don't make sense, being trapped in IVR-hell, and my personal favorite: simply being told to call back some other time when they aren't so busy. The thing is, technology should be used to make the customer experience better. Instead, it's mostly being used to make supporting customers less expensive. Companies need to realize that customer service is not a cost center - but it's how they build loyalty and repeat customers. This isn't an anti-technology rant. There are certainly customer service technologies that do make the customer experience better. However, most companies don't seem to think through that aspect of customer service, and are only looking for ways to cut costs.

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  1. identicon
    Anonymous Coward, 26 Sep 2003 @ 8:18pm

    I've got a technology that will help...

    ...it's called outsourcing to India.

    You can 100s of people on the phone for pennies on the US$ (at least for a little while longer) for the cost of a voice menu system, first tier support to screen the idiots and a competent core of folks who can actually help.

    Sorry if the news is depressing... but you need to hear it anyway.

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