I think wise companies will avoid using these systems and compensate human "service agents" much more. My strategy when calling most companies that I know will have a robot answering, is to absolutely prepare my insides..."I am only talking to an answering machine". Then no need to waste anger and frustration. If I were going to speak to a company in person and I had to park, walk through the front door, take and elevator and open a door...I don't think I would want to get angry at every part of the getting there. Having said that, I tend not to want to deal with companies who put a robot at the front door.
Robotic answering systems have already estranged me from their brands. I am triggered by them, scream at them, and hate the companies who own them. HOWEVER, when I interact with companies who employ real people, with real customer service, I LOVE those companies. I will go OUT OF MY WAY to patronize those companies. I can't be the only one. I wonder if the corporations understand how much human representation can promote brand loyalty, or how much the lack of human representation can drive their customers to go elsewhere, and to hate them.
Yes, I've been there! Have you read my poem, "I Hate Robots"? I was trying to get to a human but it took about 10 minutes before I could talk to a human! I get angry and cuss at the robot!
Robotic customer "service" should have been outlawed. Although I have very good diction, they are often unable to understand me and keep on repeating incorrect information back to me.
That said, however, I have even stronger feelings about a related issue. Quite often (and AFTER dealing with the robotic voice), I have been transferred to some or other department, only to be told that "the next available agent" would assist me. Of course, that usually means they'll blast their obnoxious noises (masquerading as "music") for three-quarters of an hour to an hour and one-quarter.
Given the prevalence of caller ID and the ease with which these companies acquire our phone numbers anyway, I believe that ALL customer service lines should give consumers the option to be called back. Some do, and they are appreciated. Others do not.
I think wise companies will avoid using these systems and compensate human "service agents" much more. My strategy when calling most companies that I know will have a robot answering, is to absolutely prepare my insides..."I am only talking to an answering machine". Then no need to waste anger and frustration. If I were going to speak to a company in person and I had to park, walk through the front door, take and elevator and open a door...I don't think I would want to get angry at every part of the getting there. Having said that, I tend not to want to deal with companies who put a robot at the front door.
exactly
Robotic answering systems have already estranged me from their brands. I am triggered by them, scream at them, and hate the companies who own them. HOWEVER, when I interact with companies who employ real people, with real customer service, I LOVE those companies. I will go OUT OF MY WAY to patronize those companies. I can't be the only one. I wonder if the corporations understand how much human representation can promote brand loyalty, or how much the lack of human representation can drive their customers to go elsewhere, and to hate them.
That is my experience as well.
They have gotten tired of " The customer is always right."
Idiots.
Agreed
Yes, I've been there! Have you read my poem, "I Hate Robots"? I was trying to get to a human but it took about 10 minutes before I could talk to a human! I get angry and cuss at the robot!
I am sorry but I did not see your poem. I will look for it. I also get angry and cuss.
Robotic customer "service" should have been outlawed. Although I have very good diction, they are often unable to understand me and keep on repeating incorrect information back to me.
That said, however, I have even stronger feelings about a related issue. Quite often (and AFTER dealing with the robotic voice), I have been transferred to some or other department, only to be told that "the next available agent" would assist me. Of course, that usually means they'll blast their obnoxious noises (masquerading as "music") for three-quarters of an hour to an hour and one-quarter.
Given the prevalence of caller ID and the ease with which these companies acquire our phone numbers anyway, I believe that ALL customer service lines should give consumers the option to be called back. Some do, and they are appreciated. Others do not.
Lenny, that is exactly my experience. I get majorly frustrated.