Here’s a brilliant move: place your customer service department in Bangalore, on VoIP lines to cut costs, and then have them call me to make a business transaction.
Thank you, GMAC, keepers of my car loan. Because I really heard what “Susan” was trying to tell me this morning. Oh, I can guess: “You didn’t pay your bill. Want to pay it?” And so I said, “Yes, I’d love to pay my bill. Can we do it right now?” But oh no, I have no idea what came next, because your cost-cutting efforts dealt me a crappy phone connection to a quiet-voiced woman who couldn’t help me transact a basic business process. Brilliant.
So then, just to top it off, when it became clear that neither of us could hear the other, I asked her to call back. Well, that won’t happen, because “call back” isn’t in their protocol.
Customer service isn’t a chore. It’s the new PR. Do it right, please. (But then, we all know they don’t have to. It’s not like I’ll move my car loan somewhere. Will I?)
photo credit, Tuftronic10000
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