Is it just me, or every time you have any contact with a company, they want you to complete a survey about your experience? If I were to fill out all these surveys, I would have time for nothing else. And do you really expect me to believe that someone in a cubicle somewhere is compiling all the suggestions to enact changes to their companies customer service policies?
If I could institute changes to all customer service interactions, the first thing I would do is to stop having customer service reps ask me after they handled my issue if there is anything else they can help me with. Hmmm, let me think. No. If there was something else, don't you think I would have mentioned it prior to ending the call?
And it is remarkable to me how every company ask the same question at the end of a call. Did they all hire the same consultant, or do they just want to be like everybody else? Lack of originality and creativity is rampant in the corporate world. If the idea is stupid, why would you want to utilize it just because company X, Y and Z happen to think it is a good idea?
If you really want me to give you a high grade and you care about customer service, can we kill all the call centers in the Philippines and India? I love when I have a problem and the person who answers the phone has such a thick accent, I haven't a clue what they are saying. Who was the genius that decided that utilizing off-shore, less costly customer service agents that don't speak discernible English was such a great idea that the customers would embrace?
Better still, let's have the customer painfully go through a litany of questions being asked by a computer before you can ever speak to a human. Or have me put in my 27 digit account number only to be connected to a customer service rep that initially ask me for my account number. Didn't I just enter that when the computer asked me to? Did you not get the information from the computer, or is that just an exercise in frustration that the customer is asked to perform for kicks?
Want to improve my experience so you don't have to take a poll after every call? Have an American answer the phone, don't have a computer ask me a hundred questions before I can speak to a person, don't have the computer ask me for my account number only to have the customer service rep ask me for my account number, provide an American that can help solve my problem and NOT ask at the end of the call, if there is anything else they can help me with.
Yes, as a matter of fact, there is. Don't ever ask me that questions again.