I don’t know about you, but I am fed up with the amount of time I seem to spend waiting on the phone to talk with customer service agents. Listening all the time to company jingles, promos for new services, or messages repeated ad nauseam telling me that I am a valued customer but no-one can talk to me just yet. Sometimes I’ve said in frustration that in the time I spend waiting on the phone, I could actually go to the company office to talk to someone!
One morning last week, that’s exactly what happened. I had gone to the bank to conduct a transaction, which I was able to do fairly quickly. I then headed to an office to carry out some business, which depended on the transaction I had just completed at the bank. While there, I realised that there was one detail I needed to clarify with the bank, before going ahead with what I needed to do at the office. So I decided to call the bank.
In the Yellow Pages, the numbers of the individual bank branches are no longer listed, only a central Customer Service number. I called it, and after pressing the various buttons as directed by the automated voice, I was on hold waiting , listening to the message telling me that all their customer service agents were busy, but that I would be dealt with as soon as one was available.
After waiting a while and getting more frustrated by the minute, I decided to get back into my car and drive back to the bank. I drove all the way back to the bank, with the earbud in my ear, listening to the automated message. I was actually walking through the parking lot when an agent finally answered. I informed him that I no longer needed his services, as I had driven back to the bank while waiting.
There is something wrong with your customer service model if it takes the same length of time for a customer to drive to your bank as it does for a customer service agent to come on line. Don’t you agree? If yes, press 1; if no press 2….