When is the last time you called a business and a Real Live Person answered?
Chances are, you reached a device that is called an “Automated Attendent” instead. The purpose of these devices is to enable callers to reach the person they want without the immediate assistance of a receptionist or operator. Unfortunately, due to intent, and/or inept implementation, it can be next to impossible to get help if you don’t have an extension number or know the desired parties full name before calling.
Even if you have a number or name, you will probably be sent to voicemail anyway, because a lot of employees find it too much trouble to actually answer their phone. Instead, they check their messages, if they feel like it, and then decide if they will call you back or not.
I have called companies where you literally cannot reach a live person, even if you enter zero on the telephone keypad, which alerts the system that you want to be transferred to a live person. Instead you are dumped into voicemail with some generic message saying they will get back to you later. What kind of customer service is this? It is so infuriating.
I guess it really comes down to how important good customer service is to the company you are calling. If it is important, they will set their system up so people can reach a live person if one is needed. If not, then that tells me I should consider taking my business elsewhere, and that is exactly what I do.
Tags: Courtesy
