Customer Service 2012 – Just Get to the Point

I have had the need to contact 3 different companies today through their call center numbers and I’m done… I simply don’t have any more time to give these companies with all the other stuff I have to do.

  • First there is the IVR system…
  • Then there is the obligatory customer/account/confirmation number dance, I punch it in then I have to say it and then I have to confirm it…
  • Then we go through the recital of problem/need and a repeating of that that for posterity….
  • Then my issue gets solved after some back and forth, and “can I put you on hold” (as if I have a choice)…
  • Then we are done and I get the closing statements along with, always, “is there anything else I can do for you?”…

Time is precious and I don’t have enough of it, which is probably the case with most people these days. If I could change anything about customer service it would be to ditch the IVR systems and have agents talk faster without all the reciting of facts back to me. In other words, can we just get to the point and get on with it so I can get on to the next thing I have to do?