Susan Gast of The Atlanta Journal-Constitution offers some “Friendly Advice for Customer Service Gurus”:
Rarely do I have a question that can be answered through an automated, touch-tone, customer-service recording.
If I'm calling, I either can't or don't want to fix the problem online.
Choose carefully the recordings you play while we are on hold. Customers with problems do not want to hear about additional new services. They would respond better to sympathetic lyrics, such as "You had a bad day" or "Mama said there'd be days like this."
If you are not truly monitoring customer service calls, you should be. It's often the third person who gets the job done.
Read more of her article here...
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