May 16, 2008 53 Comments

Customer Service Hoops

Dear companies providing customer service:

Yes, I know it’s cheaper that I use your website, and I’m really smart, so normally your website might even be a viable option, even though it’s laid out like crap, and it’s not exactly intuitive, and it doesn’t answer questions the way I wish they would be asked.

Yes, I understand that you’d MUCH rather I go through 400 steps on your Interactive Voice Response Unit and decide which chute to traverse, and sometimes, I can navigate that and get done what needs doing (best in class for useful IVRs, in case you’re wondering, is American Express), but sometimes I cannot.

PLEASE DON’T MAKE IT HARD FOR ME TO TALK TO A HUMAN OR I WILL BE MIGHTY ANGRY.

This morning, this means T-Mobile. Don’t make it hard for me to get done what needs doing. Don’t hide stuff on your site. Don’t make me BEG for humans.

Customer service NEEDS to evolve. Because just as Google is your *real* home page, Customer Service are your *real* best opportunities to keep me happy with you, NOT a bolt-on cost center.

Related posts:

  1. Customer Service Needs New Channels- Or Does It
  2. Why Your Customer Service Sucks
  3. How Blogs Improve Customer Service AND Product Development
  4. Customer Support on Twitter
  5. How Ego Surfing Improves Your Customer Service and Personal Branding

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← Older Comments
  • http://www.contacthelp.com Ron Turner

    My friend just emailed me about a new site at http://www.contacthelp.com that contains what looks like hundreds of companies, their phone numbers, instructions for reaching a live person, etc. You can even upload recordings of customer service calls and update/add listings as well. Very cool site!

  • http://www.contacthelp.com Ron Turner

    My friend just emailed me about a new site at http://www.contacthelp.com that contains what looks like hundreds of companies, their phone numbers, instructions for reaching a live person, etc. You can even upload recordings of customer service calls and update/add listings as well. Very cool site!

  • http://www.savetubevideo.com youtube downloader

    I call the kind of approach you’re talking about Clockwork Orange Marketing (Youtube has clips of what I’m talking about). I’d really love to spread the Clockwork Orange Marketing (COM) meme. It’d be great to mark companies with bad customer service with the COM badge all over the web.

← Older Comments