I was trying to reach the business division for the Verizon “Business Partnership” department yesterday. This is supposedly their customer support for business customers.
First, it transferred me to an ‘attendant’. The attendant was an automated attendant and gave me the usual ‘To ensure quality service, your call may be recorded blah blah..’. I then had to navigate through various other menus to get to the ‘Account Management Team’.
There I found another automated attendant who ‘apologized’ for not being able to take my call ‘at this time’. It then prompted me to leave a message, my business name, and my name. Then it hung up on me without allowing to record anything. I tried this multiple times with the same result.
What does this have to do with home businesses? Well nothing directly. But when we see systems that really don’t work very well for the customer, it helps to sit up and take notice. In this world of increasing automation (sometimes run amok), looking at how some organizations fail at customer service can help your awareness of customer service strategies in your own business. Emulate the good and avoid the bad!