Listen Carefully as Our Options Have Changed
by Rosanne D’Ausilio, Ph.D., President Human Technologies Global, Inc.
Who cares!?! We listen and follow instructions, do we not?
I’m making some assumptions here. Yes, I know what happens when you make assumptions, but I am a customer service expert and know a little something about customets, so I give myself permission. Here goes:
By the way, self service doesn’t work so well. According to a Kanisa webinar @ CRM Magazine, only 14% of people don’t know you have a website. Here’s the actual breakdown:
That’s 86% of the people! This is a terrible exposure for any company’s website. You are/we are one click away from the competition.
What’s my point here? Treat you/me/us with dignity and respect. That means just give us the menu without the excess verbiage. Tell me which number to push for which department and please give me a ‘zero out’ option so I don’t get caught in IVR hell.
I repeat “who cares” if your menu has changed, I/you/we care more if we can easily navigate the options offered to us and get to where we want to get to quickly and easily. Don’t you agree?
Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition, Customer Service and The Human Experience and Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck, and hot off the press How to Kick Your Customer Service Up A Notch: 101 Insider Tips as well as her popular ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! available at http://www.HumanTechTips.com. Reach her at Rosanne@human-technologies.com.