Okay here is my rant for the day.
I am sick and tired of calling businesses and having the automated system ask me for an account number, phone number, or any other piece of information, only to finally reach a real person and have them ask me for the same thing. If your automated system asks me for it, that should be it. Why are you asking me twice? If the live agent can’t see the info I enter into the automated system, WHY DOES IT ASK ME FOR IT?
Yesterday I had to call both Bell and a government office. Both systems asked me for info (one was my phone number, the other my social insurance number) and in both cases, I had to repeat the info to the live agent.
I told my wife that I was going to bitch about this in my blog today and her comment to me was:
“I don’t even bother, I just hit ‘star, star, pound, star, zero, star, pound’ till I eventually get a real person.”
I think I will have to take up that technique cause it seems to work for her.
There are some companies out there who do the job a bit better though. For instance, when I call Mazda to book my car in for servicing, their call display pulls up my account info before they answer the phone. They usually answer “Hi Scott, calling to schedule servicing?” or some other comment relevant to my account. I like that, makes believe that they remember me and care (even if it is an illusion).