I had to call AT&T today with a question about my office phone bill.
First, the automated voice assured me that they valued my time, and then proceeded to run through four time-consuming options that didn't apply to me.
Then, they asked my to enter in my phone number. I did.
That sent me to another part of the automated maze that asked me to enter in my phone number. Which I did, again.
One more time...I was asked to enter in my telephone number. Again, I did.
Finally, a full six minutes after running through the automated maze so that I could finally talk to a real person, I reached "Teresa".
We started to talk, and I asked her, "You have the phone number I'm calling about on your screen, right?"
"No, I don't. Can you give that to me?"
Are you kidding me, AT&T????
Stupid.
If you're in business, make sure you're not doing things like this to your customers. Seriously. Look for things that drive your customers crazy and eliminate them.
Bingo!
I absolutely hate the automated telephone number entry system which seems to invariably result in you doing it more than once and then having to verbally repeat it once (and if) you speak with a human.
I had a HORRIBLE customer service experience with one of the major phone companies here in Canada regarding my bill. It was awful. If you're interested, I blogged about it in the Services section of my blog under TELUS Customer Service.
Posted by: darren | October 10, 2007 7:52 PM | Permalink to Comment