How many times have you called somewhere recently and you are listening to a recording? Half the time the option you’re looking for isn’t given. The other half of the time when you press the option you feel best suits your needs, it leads you to another recording which doesn’t answer your questions. All the while you’re just praying you get an option which tells you which button to press to speak to a live person. In fact when it gets to the point where it starts telling me my call will be recorded for “quality assurance,” I’m practically jumping out of my seat with joy! At that point I’d give them my fingerprints just to hear a human voice.
Why don’t companies recognize the importance of speaking with a live person? As we know, human interaction is very limited in business today and has been overpowered by technology. However, if someone picks up the phone they most likely are trying to break down that barrier a little and are looking for an answer that couldn’t be found through technology or they are looking to have a conversation that couldn’t be had through e-mail or social media. Please don’t give them a long winded recording.
What a difference hearing someone’s voice makes in today’s world. If Southwest can change the airline industry by innovative changes no other airline has considered; why can’t one big corporate company say: We are DONE with recordings, NO more; you will always get a live person when you call. Maybe it'd be a welcome change and the benefits would outweigh the costs. I know I'd be impressed and a lot happier as a customer.
How do YOU think a live person VS a recording changes a phone call?
http://bit.ly/9FuhM1
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