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.
ChrisBrogan.com runs on the Genesis Framework
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