1 post tagged “operator”
I just called the local electric company to pay my bill over the phone. I chose their "convenient automated customer support system". When my call was answered, a man rambled on about how this was their convenient automated payment system. He informed me there would be a $2.95 charge. I was warned that by selecting option 1, I would be agreeing to their terms of service, as well as Western Union's terms of service, which could be viewed on line at www.blahblahblah. After a few minutes more of him rambling on, I was given options to choose from. I chose to pay my bill, option 1.
The Western Union service picked up my call. They informed me that by agreeing to use their service, I was electing them to charge $2.95 to my account and agreeing to their terms of service. They told me I could pay with Visa, MasterCard, Discover, ATM, debit or credit card, checking account, etc. They then began to tell me about their terms of service............................ and I hung up.
I then called the main electric company number, hit 0 for operator, and spoke with a real live person, who promptly scolded me for not using the "convenient automated payment system." But she processed my payment in less than a minute and I was off the phone.
Look, if you think sending your calls out to a call center will save you money, more power to you. But please try to make it as painless as possible for your customers. Just because you have an automated system, it doesn't mean your customers want to be held hostage having to listen to one of your representatives ramble on and on. Just give us the choice, 1 for this, 2 for that, 3 for the other. That's all we want. Get on with it already.
When I call my doctor's office, I really don't need to be told that "if this is an emergency, please hang up and dial 9-1-1." I have not had any brain trauma lately, and I am not under 3 years of age. Is that to protect you from lawsuits if a patient can't quickly get through to your office or what?
My time is as valuable as yours, maybe more valuable. Because I am smarter than you are. I know that customers do not want to be forced to spend sometimes hours on the phone (local internet company). I know that those of us who are hard of hearing find it a great inconvenience to not get a real human being on the phone. I know that some senior citizens find it frustrating and confusing dealing with "convenient automated systems".
One more thing: I hate calling you.
