Automated Messaging

Yesterday I had to twice deal with big businesses (TDS and Eversource). Both times, when I finally got to a real person, they were helpful, however, getting to that point is horribly frustrating. (As a matter of fact, by the time I got through to a woman at Eversource, I was frustrated to tears and angry.)

These automated answering services “to best help you get you what you need” are a nightmare to get through. Half the time, the options given are not exactly what I need. And to have to “push one for English” and hearing “your conversation may be recorded” and go through listening to ads or messages before you can move on makes me want to scream. (With Eversource it was a whole list of what to do in an emergency). The list of options can be confusing. What number do I push? Then if you are put on hold to “wait for the next available technician,” you have to listen to obnoxious loud music.

I hate these automated message services. It’s rude and not customer friendly. The only ones who benefit are the head honchos and CEOs sitting in their ivory towers and collecting huge salaries while customers have to suffer. Good customer service -- just three meaningless words now-a-days; smoke and water to make people think the company really cares. The company does not care and with many companies like TDS and Eversource, you have little choice.

I am not just complaining about these two companies. Many businesses set up these automated systems. They don’t care. Automation means fewer salaries to pay, less real employees to deal with. They don’t have to deal with the frustration of making contact and companies that are huge with the home office in other states (or countries), it’s a convenience for the company itself. What it’s not is convenient or easy for customers or the employees on the other end of the phone (when you can reach one). “Good customer service” – what a joke! That’s a thing of the past. 

Often when you finally get a “real” person, you’re lucky if he or she is knowledgeable. Sometimes you get passed onto someone else. And it’s a miracle if they speak English you can understand. I often have to beg the person to slow down. These people will start rattling off information and your brain can’t keep up. They want to hurry you up and get you off the phone.

I do have to say, there are times, when I finally get a real person, they are polite and helpful. It’s just too bad you have to go through so much crap to get there. It gets so I hate picking up the phone. The “Live Chat” people are often nice, too, but it only works for specific questions.

This whole way of doing business saddens me. I’m not sure what the answers are, but it seems like the minute a company grows big, it becomes more impersonal and less about customer satisfaction. What does it say about a company that refuses to give you its personal attention? 

Maybe the answer is right in that previous sentence. When it becomes a “company” or even worse, corporation, and not the people or person running the business, then the customers are no longer number one. The company is impersonal. A company is not a person so does not care about people. What’s best for a company might not be what’s best for people (whether employees or customers). 

And marketing? Marketing is just words to entice customers; just words to convince you to buy from them. The saddest part is that there doesn’t even have to be any truth to the words. But this is another entire subject.