I recently booked some airline tickets online for an upcoming trip. I selected and confirmed my flights and hit the “book now” button which gave me the confirmation. Immediately, another screen opened, asking me to pick out the seats for the flight. After I selected the seats, I hit the “submit” button, and got an error message saying that the credit card I used to book the tickets could not be used for the seats. I decided to put in another credit card number, and when I did, it charged me a second time for the flights AND the seats.
Not wanting to pay twice for the same flights, I called the customer service number. I got the typical automated response with many options, and after getting to the right queue to talk to a representative, who according to the message was very interested in my call, I was left on hold. After a few minutes, I got a message saying that all the agents were busy and it would take awhile, so I should call back later. After a short “goodbye,” I heard a click—the phantom automated voice had hung up on me! No offer to continue to hold. No apology, just “Click!” followed by a dial tone.
I personally dislike the automated phone systems that have taken over customer service lines, but understand that they have become a necessary evil with the increased accessibility businesses have with the web, online shopping and booking capabilities. What I will never understand or get used to is an automated system that is rude and hangs up on me. With online services, customers are already agreeing to do a lot of transactions without assistance. Not every question or situation is recognized by the search feature on your “Help” page. So, when customers make a call to your service center, they are already taking the next step. The least companies can do is make it possible to speak to a human being who is there to help.
Unfortunately, once you get a real service person, they often treat you with the same cool detachment of the automated service. Here are some tips to make your automated service systems and service agents more customer friendly:
1. Ditch the automated “hang up.” No matter how friendly the voice is, there is no way anyone will equate this with friendly service. Offer the capability to leave a message, suggest they send an email and give the address several times, or allow them to leave a number for a call back. Choose the method that you can manage, but a hang up by any method is just rude.
2. Have music or messages play while a customer is on “hold.” Or, if there will just be “dead air” while the customer is on hold, say so. Nothing is worse than holding for 10 minutes only to find out that the call was cancelled.
3. Give the customer options. I love the automated system that lets you know the estimated wait time and gives you the option to call back or continue to hold. Some even let you know the best time of day to call to access the service agents. Help your customers successfully use your system to their advantage.
Looking for a customer service job? View http://www.csjobs.com/
Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," "Pulse" and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.
Not wanting to pay twice for the same flights, I called the customer service number. I got the typical automated response with many options, and after getting to the right queue to talk to a representative, who according to the message was very interested in my call, I was left on hold. After a few minutes, I got a message saying that all the agents were busy and it would take awhile, so I should call back later. After a short “goodbye,” I heard a click—the phantom automated voice had hung up on me! No offer to continue to hold. No apology, just “Click!” followed by a dial tone.
I personally dislike the automated phone systems that have taken over customer service lines, but understand that they have become a necessary evil with the increased accessibility businesses have with the web, online shopping and booking capabilities. What I will never understand or get used to is an automated system that is rude and hangs up on me. With online services, customers are already agreeing to do a lot of transactions without assistance. Not every question or situation is recognized by the search feature on your “Help” page. So, when customers make a call to your service center, they are already taking the next step. The least companies can do is make it possible to speak to a human being who is there to help.
Unfortunately, once you get a real service person, they often treat you with the same cool detachment of the automated service. Here are some tips to make your automated service systems and service agents more customer friendly:
1. Ditch the automated “hang up.” No matter how friendly the voice is, there is no way anyone will equate this with friendly service. Offer the capability to leave a message, suggest they send an email and give the address several times, or allow them to leave a number for a call back. Choose the method that you can manage, but a hang up by any method is just rude.
2. Have music or messages play while a customer is on “hold.” Or, if there will just be “dead air” while the customer is on hold, say so. Nothing is worse than holding for 10 minutes only to find out that the call was cancelled.
3. Give the customer options. I love the automated system that lets you know the estimated wait time and gives you the option to call back or continue to hold. Some even let you know the best time of day to call to access the service agents. Help your customers successfully use your system to their advantage.
Looking for a customer service job? View http://www.csjobs.com/
Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," "Pulse" and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.
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