The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Consultants
Thursday - July 06, 2006 02:33 PM in
My lovely wife used to head customer service and tech support at a midsize software company. Even though she's moved to a different department, she's forever immortalized as the voice of the company's automated phone system.
Recently she was called in to re-record a number of messages as part of a general overhaul of the company's customer service system.
"You'll never guess what message they made me record," she said. "'Please listen carefully, as our menu options have changed.'"
"What?" I said, "that's one of the top ten most annoying recorded messages. Don't they read my blog?"
"I told them," she said with an eloquent (and attractive) shrug. "There's nothing I can do. The consultant they hired told them they needed this message."
"How much did they pay this consultant?"
"They say it's okay, because they're going to remove the recording after a month, promise."
I wonder if anyone is taking bets on that point.
Posted by Peter Leppik
"You'll never guess what message they made me record," she said. "'Please listen carefully, as our menu options have changed.'"
"What?" I said, "that's one of the top ten most annoying recorded messages. Don't they read my blog?"
"I told them," she said with an eloquent (and attractive) shrug. "There's nothing I can do. The consultant they hired told them they needed this message."
"How much did they pay this consultant?"
"They say it's okay, because they're going to remove the recording after a month, promise."
I wonder if anyone is taking bets on that point.
Posted by Peter Leppik
Posted at 02:33 PM by | | | |