Recently, I bought a Blackberry Curve from T-Mobil. When setting up the e-mail so that I could access my corporate e-mail account, my IT person and I kept getting an error message.
So I called T-Mobil’s customer service line. As with many IVR (voice menu) systems, I was asked to input my account number (in this case my phone number).
Three times. Once by the system itself, twice by human operators. It actually may have been four times since I graduated from tier one to tier two.
If your company uses IVR and other software that asks customers to input account numbers and other information over and over again, do you realize how much THIS AGGRAVATES YOUR CUSTOMERS!!!!!
People, I was, well, let’s just say I was extremely upset. To accurately describe how angry I was, I’d probably have to descend into using language not suitable for this blog.
Fortunately, my anger was dissapated by the CSR, Angela. By the time I hung up the phone I was joking with her. But please understand, many people in my situation would have taken it out on your CSR.
How do you think that makes your CSR’s feel when customers yell at them. Sure, they’re “trained to take it.” But you, the business owner or senior manager are the one putting them in that situation. You can prevent this from happening and the real benefit is you’ll have CSRs who are in better moods enabling them to provide better customer service to the next guy.
Either fix your software so that I only have to key in my account number once, or fix your software so that the operator doesn’t have to ask in order to bring up my account.
Let me put it another way. When you require me to enter or say my account number more than once, it @#$$%%%^’s me off!