Nick
02-04-06, 07:19 PM
One of my pet peeves is customer service, or rather, the lack thereof. In an increasingly automated world, business planners worried about rising labor costs see computers as the solution, if not the salvation of the bottom line. It is not.
About two months ago, I called an '800' number to order an interesting new product I saw being advertised on tv. I thought the item would be helpful to me in being able to safely open those hard-to-open plastic clamshell-encased products, as well as packages, envelopes and other items around the house.
I was confronted with a computerized human voice that proceeded to issue a series of verbal instructions on how I should say my name, state my address and enunciate my credit card information clearly and distinctly. After each clear and distinct utterance, the voice would either repeat what I had just said, or it would say "I didn't understand" and ask me to repeat the information in a (even more?) clear and distinct voice. I had to repeat about half of the needed information before the computerized voice told me that the order process was successfully concluded.
This was my first experience with a voice-activated order-taker and, in the midst of divulging my most personal information to a detached computer voice, I found myself wishing I could speak to a flesh and blood order-taker. I decided then it would be my last.
I happened to read Steven Pearlstein's interesting column entitled "Service Call" in yesterday's Washington Post (Friday, February 3, 2006; Page D01) about an experience he had with a satellite tv install. It reminded me of my encounter with "the voice" as I recalled once again my dissatisfaction with customer service in general.
If interested, you can read about Steven's DBS install experience at WashingtonPost.com (http://www.washingtonpost.com/wp-dyn/content/article/2006/02/02/AR2006020202472.html?nav=rss_technology)
As a footnote, the product I painstakingly ordered never came and, as far as I know, I was never billed the $14.95 + S&H. So much for computerized-voice ordering. I'm just not clear how losing my order helps that company's bottom line. :confused:
I could go on, but I won't.
About two months ago, I called an '800' number to order an interesting new product I saw being advertised on tv. I thought the item would be helpful to me in being able to safely open those hard-to-open plastic clamshell-encased products, as well as packages, envelopes and other items around the house.
I was confronted with a computerized human voice that proceeded to issue a series of verbal instructions on how I should say my name, state my address and enunciate my credit card information clearly and distinctly. After each clear and distinct utterance, the voice would either repeat what I had just said, or it would say "I didn't understand" and ask me to repeat the information in a (even more?) clear and distinct voice. I had to repeat about half of the needed information before the computerized voice told me that the order process was successfully concluded.
This was my first experience with a voice-activated order-taker and, in the midst of divulging my most personal information to a detached computer voice, I found myself wishing I could speak to a flesh and blood order-taker. I decided then it would be my last.
I happened to read Steven Pearlstein's interesting column entitled "Service Call" in yesterday's Washington Post (Friday, February 3, 2006; Page D01) about an experience he had with a satellite tv install. It reminded me of my encounter with "the voice" as I recalled once again my dissatisfaction with customer service in general.
If interested, you can read about Steven's DBS install experience at WashingtonPost.com (http://www.washingtonpost.com/wp-dyn/content/article/2006/02/02/AR2006020202472.html?nav=rss_technology)
As a footnote, the product I painstakingly ordered never came and, as far as I know, I was never billed the $14.95 + S&H. So much for computerized-voice ordering. I'm just not clear how losing my order helps that company's bottom line. :confused:
I could go on, but I won't.