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Hook Me Up With A Human
Oh, what has happened to the carbon-based
organizational interface? Many organizations have digitized humans
aka carbon-based units - out of existence in their customer service
operations. Now, I love digital technology as much as anyone, but it
is time to bring the people back into their appropriate customer
service roles, don't you think?
Have you ever tried to reach a human at Amazon.com? When I last
checked you couldn't even find a telephone number on the website.
Just to annoy them, here is their toll free number: 800-201-7575.
Many organizations don't even have a live person answering phones.
They dump you directly into voicemail. If this happens to you, punch
"0" immediately. Some systems are programmed to ignore the first
three "0s" so keep punching. This almost always gets you to a
sentient being. OK, sentient may be a little strong. At least they
are breathing. Sometimes if you hit the * key, you'll be sent to the
company directory.
The Society of Consumer Affairs Professionals in Business reports
that in a recent survey of 1,000 people about customer service
"can't find a human" was at the top of the list of things
participants disliked. The study further showed that calling a toll
free number was still the preferred method of reaching a company,
but more people are turning to the web because no one appears to be
home at the phone.
The society has published an online directory containing a lot of
contact information for many top companies. Here is the link:
http://www.consumeraction.gov/corpormain.shtml. Use it frequently.
Here are a few other tips for hunting down a human. Try using the
Whois directory at http://www.networksolutions.com/en_US/whois/index.jhtml.
However, truly cunning companies have removed their contact
information from there, too.
Companies which continue to shirk their responsibility to their
customers eventually will pay. Customer retention rates will spiral
downward and new business will dry up. At least, I keep telling
myself this will happen to these bad PR poster children.
If you call me, unless I'm on fire or talking with a client, I'll
answer my phone. And, if I somehow miss your call, it won't take me
24 hours to get back to you. It's bad PR - and inhuman - to do
anything less.
About The Author
Harry Hoover is managing principal of Hoover ink PR,
http://www.hoover-ink.com.
He has 26 years of experience in crafting and delivering bottom line
messages that ensure success for serious businesses like Brent Dees
Financial Planning, Levolor, New World Mortgage, North Carolina
Tourism, Ty Boyd Executive Learning Systems, VELUX and Verbatim.
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