Tuesday, April 2, 2013
Is This The Future of Customer Service?
You know when you call a customer service number and get a recording? Nine times out of ten, you do. Also, nine times out of ten, I believe, the caller would prefer to speak to a real person. There have been a number of "tricks" suggested to get yourself directed to a human being.
This morning I came across a new strategy on the other end of the line. I had to make a call about my credit card bill. Of course, I was connected to a recording. I responded to the usual initial questions to identify myself and my account. Then I was informed that I had two choices: 1) I could proceed with the automated system; or 2) I could be connected to a real person... for a fee of $35.00.
Wow! Is this the future of customer service?