I had a new visitor to my blog, Harsha Raghavan, so of course I had to check out his side of the world. From reading his blog I immediately knew that he would be a good person to link to being that Harsha is a person who views life as an experiment - plus he has good views on customer service as well. I like this one line he wrote in a post titled Name Experiment Followup: ...maybe CSRs could be trained to be more human and less robotic & process-oriented..."
In the past week I've been having experiences with these robots. A recent episode was with a Budget Car CSR who was selling me a membership after I booked a car rental with them. She was going through this ten minute script that she was obviously reading and my patience was wearing thin. Thank Goodness my cordless phone kept beeping at me because the battery was running low. When I told her that I needed to get off the phone because the battery was low, she immediately switched back to human mode.
"But I just have one more offer for you! You don't want to hear about it?" she exclaimed.
BEEP! BEEP! BEEP!
"No, thank you! I really must go before the phone dies!" I said.
WHEW!
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