We’re moving at the end of the month. Technically, we’re closing on our house at the end of the month and moving in February. Y’all, I’m worn out and I still have an entire house to pack.
I’m not sure how some people move as often as they do without going nuts. Not that I’m complaining too much, but it seems like I was on the phone all day yesterday change services and opening new accounts while canceling others. You might say I was taking care of business.
This is also where I’m frustrated, and I’m sure many of you will feel my pain when I say I HATE automated phone systems. What I really want to do is dial your 800 number where the phone is answered by a nice person who will connect me to the department I’m seeking. I MISS those friendly voices on the other end of the line, ready and able to help a gal out.
Sure, I love my technology driven life, but there is time I don’t want digital, I want analog. This is one of those times. Customer service isn’t about punching numbers into a phone repeatedly to find the correct department, it’s about people. And trust me, if you have an automated phone line and you’re a service provider, I don’t know who set your system up, but they have no clue as to how to create a pleasant user experience with the user interface.
This is where we need telecommunications training with the UX/UI community, as well as entire departments hired to fix your 800 number systems. I’m being dead serious. While I consider myself a savvy and well-above average user, I’m thinking about how these systems would work for my Grandmother, or someone who doesn’t have the patience of a saint and can understand why they might blow their tops. Their is no excuse for that type of behavior, but after being on the phone all day pushing number after number on my phone, I do get it.
Let’s also discuss something else: Muzak. Just stop. No more “elevator tunes” or, heaven forbid, “smooth jazz.” Spend some money and invest in some great music, like Vince Guaraldi or Dave Brubeck. No one is every frustrated when listening to the sounds of “Linus and Lucy” or “Take Five.” Customers will either be perky or soothed, depending on what you want from them, with these tunes playing.
Seriously, it’s time to take back customer service and offer the poor, tired, huddled masses at the mercy of your automated phone systems a little courtesy and consideration. We would all be a lot happier.