10 ways to please us, the customers

David Pogue of the NY Times has an article that caught my eye recently called 10 ways to please us, the customers. It’s a list of 10 things where companies fail miserably in terms of customer service and how they can improve.

My favourtie was number 7.

VII. Thou shalt remember the customer’s phone number. This means you, computer and cellphone companies. We call for help; we’re asked to type in our 10-digit phone numbers or 20-digit customer numbers; then when an agent picks up, we’re asked for that number again.

What - did you think we actually moved and changed our identities since placing the call?

If they can write software that sends a man to the moon, they can surely write call-center software that passes on to the agent the information we’ve already typed in.

It always amazes me when I phone Bell Canada for something and enter their automated phone system hell. You key in your 10-digit phone number, enter a several menus before you get a “live operator” that… asks you what your phone number is.

Did Microsoft write the software that these phone companies are using? Here’s a classic example of how Windows does exactly the same thing when it comes to frustrating the user.

Posted in Observations at 11:25 AM