Can you be too optimist? The other day I wrote a feedback to a local D telco company, telling them there are too many menu options with their call directories and no direct options to reach an agent. I went through their list of options and no options to report a fraud. Don’t you think a fraud is important?! Or they are aware of it but there is nothing they can do about it.
You see I receive a SMS spam saying I won 20,000 00 from telco. I realized it was a spam and wanted to report it. However after calling their service line, I gave up. I tried their company website instead which was much easier.
I reported a fraud and gave a feedback of their lousy helpdesk service.
The reply of my feedback came back:
“Thank you for your feedback on the Interactive Voice Response(IVR) service. Be rest assured that your compliments will be escalated to the relevant management for review and it will be taken into consideration for future development in line with our continuous effort for customer satisfaction.”
Since when did I compliment them? Hrmm….
A. Are they being too optimist, taking every issues as a compliment?
B. Are they just generating the same message for any customer feedback? Like a robot with no personal touch, just like their Interactive Voice Response.
C. They don’t know the meaning of “compliments”.
D. Just making themselves feel good???!!! If they treat all issues as compliments, that will be a good performance, right…..WRONG!
My advice to any company wants to use an automated receptionist:
- Always give an option to your customers to get to a human.
- Always allowed your customer to go back to the previous menu.
- Only have few options (3 max) to select and do not have no end listings. Imagine how long I have to wait if my option is the last selection (>10). Don’t torture us!!!
- No advertisement played at any time, customer time is valuable.
- Do test out your call system with a group of people. Get feedback to improve. The turn around time for your customer to get to what he needs is very important.
I not sure whether I’m right or wrong. First being polite is better than being rude. But it’s funny that the site takes everything as compliment. Talking about giving suggestion to live human to a particular website is almost impossible nowadays except for big companies with the best customer service. This is to avoid BOT flooding the site and to avoid extra money to hire few person just to talk with you. lol