What has happened to the carbon-based interface of the organization? Many organizations have digitized humans? aka carbon-based units – the existence in their customer service operations. Now, I love digital technology as much as anyone, but it’s time to bring people back to their proper functions of customer service, do not you think? Have you ever tried to reach a human at Amazon.com? Last time found that could not even find a phone number anywhere. Just to annoy people, here is their toll free number: 800-201-7575. Many organizations do not even live person answering phones. Is discharged directly into voicemail. If this happens to you, punch “0” immediately. Some systems are programmed to ignore the first three “0s” to keep punching. This almost always leads you to a sentient being.
OK, sensitive can be a bit strong. At least they are breathing. Sometimes if you press the * key, you sent to the company directory. The Society of Consumer Affairs Professionals in the business reports in a recent survey of 1,000 people about customer service “can not find a human being” was at the top of the list of things that participants did not liked. The study also showed that calling a toll free number remains the preferred method to reach a company, but more people are turning to the Internet because no one seems to be at home on the phone. Society has published an online directory containing a large amount of contact information for many major companies.
Here’s the link: Use frequently. a Here are some tips for hunting other by a human. Try using the Who is directory, however, really smart companies have removed their contact information there, too. Companies that continue to evade their responsibility to their customers will ultimately pay. Retention rates for business customers downward spiral and the new ones are dry. At least, I say that to happen to these kids bad PR poster. If you call me, unless it is on fire or speak with a customer, I will answer my phone. And if you somehow miss the call, I will take 24 hours to get back to you. PR is bad – and inhuman – to do anything less. Harry Hoover is managing principal of Hoover ink PR, has 26 years of experience in the development and delivery of messages from the baseline to ensure success for serious businesses like Brent Dees Financial Planning, Levolor, New World Mortgage, Carolina North Tourism, Ty Boyd Executive Learning Systems, VELUX and Verbatim.