Thursday, April 17, 2008
My call is important!
A message to all customer service telephone operations everywhere: Your recorded assurance, played every two minutes while I'm on hold for two hours waiting to speak with a support person, that "Your call is very important to us" impresses me not at all. If it was that important to you, you wouldn't have me waiting two hours to speak with someone. Besides that, I'm less concerned about the importance of my call to you than I am about its importance to me, and the latter is what it would be really nice for you to acknowledge, and it would be even nicer if you acted accordingly.