On 12/23/20 07:41, Wayne Bouchard wrote:
And if the last 15 years has shown us anything, it is that when you can't get past the auto-attendant and talk to a real human, and if that person can't talk to you like a person instead of reading scripts at you, your stress levels go way up as does your desire to break things. Automation in customer service (or excessive emphasis on procedures) is a really nice way of taking a five minute problem and turning it into an hour long ordeal.
(pet peeve)
The good news is that choice deals with this problem. The level of patience we've had to allow this type of customer interaction has been drastically reduced by our experiences with free or paid services we experience with apps on our phones. Without realizing it, our basic expectations rise from how we experience one app that has nothing to do with the other. It put more stock in choice. Either we are deleting an app 5 seconds after it doesn't meet our re-trained expectations, or we are cancelling a contract and moving on to another provider. I, like you, refuse to call a call centre and ask for support. The same goes for online services whose support is limited to bots or FAQ's. The moment I can't get a fix via an e-mail and I have to speak to someone waiting with a script, I cancel and move on. Mark.