Humans vs. Automation

I work (half of the time) in a "customer service" environment. I like it because I do get the opportunity to help resolve problems. It gives me a feeling of satisfaction. I miss the days of REAL customer service.

I get it at my bank, because I go to the same branch every time. I know them and they know me. I would not get the same level of service at another branch unless I cultivated it myself, by going repeatedly to the new branch.

I get it at my grocery store. Same reason.

That's about as far as it goes.

I try and do all of my business face-to-face. Obviously, there are certain instances where this is just not possible. Sometimes I have to use the phone. I hate that because I always get that automated service that tries to be helpful, but in reality, it is not. The automated service for, just as an example, say, my power company will ask for my account number. What does the operator ask for right off when s/he FINALLY gets on the line? Yup! My account number.

WHY?

All the automated service really does is give the impression that you are getting somewhere or accomplishing something until an operator can assist you. You remain on hold until they are able (or decide they are ready) to deal with you.

I've worked in an incoming call center before. They have the ability to sign off of the phone system and do whatever needs doing (from finishing comments on the previous caller's account to having an unofficial smoke break). Don't be fooled by the "helpful computer voice".

I've seen it done. Honestly, I've DONE it!

Having said that, I will say that I have used the automated operator to pay my bill over the phone and not really need to speak to a real operator. All I would like to see is the option right up front offering either one. It would go something like this:

"Thank you for calling Gexa Energy. If you would like to use the automated system, press 1. If you would like to speak to a customer service representative, press 2."

Easy, right? Did you also notice that you did not get the option of speaking another language? See my previous posts on that subject. After pressing 2, you could be told that you approximate wait time is however many minutes, then be offered the automated system again. Kinda like this:

"Your approximate wait time is 12 minutes. If you would prefer to use the automated system at any time, press 9."

That way, you can wait for a while, get good and mad, and when you can take it no longer, you can do your business with a machine.

I like it.

Businesses, take note of this. You will keep more customers if you provide better customer service. Here is one suggestion.