Dec
1
...swearing at mobile phone companies.
I was trying to order a phone. Have you ever tried phoning a branch of any of the main mobile retailers? They don't make it easy you know. In fact, they don't want you to call the branches at all.
Retail branches are for people to walk in to. Not for phoning. Which is a bit of a pain if you're phoning around trying to find out who has got what in stock. Let's face it, letting your fingers do the walking is better than traipsing around a shopping centre in the pre-christmas hullaballoo.
But they won't let you speak to the shops...
One company (the red one) has a customer service number you can call, which insists on getting either an account number or a mobile number - you type it in aparrently, so they can have your call answered by the right people. But what if you're not a customer yet? Well, I can't tell you what happens in those circumstances, because I gave up after 15 minutes on hold, being told that there was a "fault with my number".
Automation is nice, but sometimes you've just got to talk with your customer, listen and make the sale. It really can be that simple - and it keeps people in jobs.
I was trying to order a phone. Have you ever tried phoning a branch of any of the main mobile retailers? They don't make it easy you know. In fact, they don't want you to call the branches at all.
Retail branches are for people to walk in to. Not for phoning. Which is a bit of a pain if you're phoning around trying to find out who has got what in stock. Let's face it, letting your fingers do the walking is better than traipsing around a shopping centre in the pre-christmas hullaballoo.
But they won't let you speak to the shops...
One company (the red one) has a customer service number you can call, which insists on getting either an account number or a mobile number - you type it in aparrently, so they can have your call answered by the right people. But what if you're not a customer yet? Well, I can't tell you what happens in those circumstances, because I gave up after 15 minutes on hold, being told that there was a "fault with my number".
Automation is nice, but sometimes you've just got to talk with your customer, listen and make the sale. It really can be that simple - and it keeps people in jobs.
0 Trackbacks