Why is customer service so hard for some companies. I mean, even those people that give bad customer service are customers themselves. Don't they think about how they would want to be treated when interacting with their own company?
So why, when you call a business, do they put you on hold for 30 minutes or more? I'm willing to bet they have never had to call themselves.
Here's what should happen if your wait is more than 7 minutes. An automated voice will ask you to punch in your phone number and. . . no! Better yet, the system will use caller ID. If your number shows up on caller ID - the automated answer machine will give you a 15 minute window of when a representative will call you back. This solution is a much better use of everyone's time. The company phones won't be tied up with people on hold all afternoon and the customer can be more productive in their day as well.
In fact, using the automated menu you can narrow down your question and they will have all of your info already pulled up. When they call back it can go something like this, "Mr Smith, I see that you have a question about your bill. What can I help you with?"
OMG this is too easy. Pay me $1,000,000 and hire me as a consultant.
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