Friday, January 03, 2014

Ah, the wonders of corporate phone services for we, the little people . . .

Automated answering systems -- what moron thought these were a good idea?

Your call is important to us and we look forward to helping you. Please stay on the line for the next available representative. Current wait time -- forty minutes.

What that means is they don't want to hire enough people to answer the phone when it rings, because they may be paying for representatives to sit around doing nothing while waiting for the phone to ring. They are managing time efficiently, right?

I'm sure some business school moron thought this was a good idea. And I'm sure another one thought that as long as we were keeping people on the line, they might as well be listening to commercials praising the company for all the wonderful things they are doing for you.

Meanwhile, the customers' time is spent waiting around on hold when their time is just as valuable to them. is not a matter of any great importance to the company.

We, the customers, hear the message loud and clear. The words, "customer service," is code for something quite contrary.

Wonder if any of those business school morons ever thought to ask the customer, when they finally got a chance to talk to a representative, if they approved of the phone systems. Betcha they'd got a lot of no votes. And wonder if any of those business school morons thought to get a count of the number of hang-ups they get from people put on hold? Those are hell, no votes.

Not that anyone cares.

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