In a recent call to a company where I am a client, I was forced to spend a lot of time on the phone to correct several errors on their part. Their errors had not only cost me time and money, but also a great deal of aggravation (This was the 8th call). When I say forced, I mean that in her effort to get me off the phone quickly, the rep actually made the call much longer than it needed to be.
What makes the interaction a worthy topic of discussion is the fact that as I worked to clear up all the issues the company had created for me; the rep told me that she could no longer help me. It wasn’t that her knowledge had run out or that my line of questioning was beyond her level of training. She simply meant that she could no longer stay on the phone with me because the queue was too busy. Of course, I requested to speak with a supervisor to make sure the rep’s approach was not an accepted policy….I was wrong.It’s amazing to me that after spending millions of dollars a year to gain and retain customers, a company will allow their call center to be inconvenienced by calls from customers.
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