I’m an obsessive list maker. I’ve tried every list app for the Droid in an effort to become more list-efficient, but so far nothing has worked better than using a pen and scraps of paper. I am so dedicated that when I create a new list, I make sure to transfer incomplete tasks.
How many times have you avoided a problem or simply “made do” because the thought of calling the help desk was just too painful?
Unfinished business renders me uneasy, and one lingering task in particular – calling my VoIP service provider – has been giving me heartburn lately.
I do not want to call because I know I will spend too much time getting nowhere. And I’m speaking from experience.
A few weeks back, I called the company to set up the service. It was a Saturday morning, and I had about an hour to kill before I was set to begin making pumpkin pancakes for guests. Plenty of time to fit in a call. Or so I thought.
The resulting hour-long phone conversation was one of the most painful I have ever experienced. The customer service rep had good intentions (I think), but he just did everything wrong.
In response to that experience, I’ve created this list of guidelines for customer service/help desk staff.
- Let the customer speak and don’t interrupt. If I have an issue and you do not allow me to explain the nuances, you will not get the whole story, and thus will not be able to help me.
- Don’t offer empty, scripted promises such as “No need to worry, Ms. Darr. We will have you taken care of in no time.” My perception of time is different from another person’s. “No time” to me is less than 10 minutes.
- If you and I do not share the same mother tongue, please speak slowly. I promise to do the same. Even if we do speak the same language, go slowly anyway.
- Don’t assume I know what a V-Portal is or what VoIP stands for — even if I sound tech-savvy. Explain it to me in terms I can understand.
- If you have to put me on hold, give me an idea of how long it will take. It tells me that you think my time is valuable, at least a little bit. And if it’s going to be a lengthy wait, check in with me periodically so I know you haven’t forgotten about me.
Here’s my point: As of today, I still haven’t made the call. I’ve wasted time and money putting it off. Think about your own experiences: How many times have you avoided a problem or simply “made do” because the thought of calling the help desk was just too painful?
It happens often in business, especially at firms that deem help desk support and customer service to be luxuries. And it’s costing companies heaps of money, and countless hours of lost productivity.
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About Jenny Sweeney
I have been there!! And I’m embarrassed to admit that I have been reduced to screaming at the auto-voice menu prior to getting a real person. I don’t scream at real people.
What the providers don’t know (or maybe they don’t care) is that while your support model is efficient (for you) and probably showing a short term ROI or has made enough sense on a spreadsheet to comfort management — the first opportunity I have to run to a competitor will be acted on with all the passion in my being.
Is that the customer experience you want???
Thanks for your comment, Dawn. You made me laugh — I, too, have screamed at the auto-response. It’s an exercise in futility, for sure.
How ironic that the example you gave was in telecoms, it doesn’t surprise me at all! Telcos are amongst the worst.
For me, personally, though it’s my bank I dread calling. The agents are generally unhelpful, badly trained and at the end of the call methodically ask “is there anything else I can help you with?” Just fixing the problem I called about is all I want!!
Button-pushing, scripted responses, overseas agents are all designed to save money, but just alienate customers.
I would change bank… but won’t… because of the hassle.