customer service call
January 31, 2007
I made a call to a certain company’s customer service number to downgrade my sunscription service. I was put through a series of automated options that ended with “press 1 if you want to upgrade. press 2 if you want to downgrade”. I was mildly impressed. I thought that this is probably the most intuitive customer service call system I’ve experienced.
After pressing ‘2′ and a brief pause, I was connected to a csr. So far so good. Then…
csr: Hi.. how may I help you?
me: Hi, I want to downgrade my service
csr: sure, let me forward you to that department. Please hold.
me: !!!??!?
What? What was the point of having very specific automated options if in the end a living, breathing csr still needs to forward my call to the relevant department?
I have to mention that the human operators were nice and my request was completed swiftly once I get to the correct department although I was on hold for several minutes. However, mark me perplexed at the dubious automated system.
