Seth Godin’s a bright guy and I follow his blog with Google Reader, and I have read a couple of his books. I highly recommend both.
Today he posted about the art of Customer Service in a call center. More specifically routing calls before you reach a person. You know. Press 1 for this, 2 for that. Then repeat until you finally reach someone or accidentally press the wrong button and go away.
But it doesn’t have to be that way, and that’s his point. He mentions companies that ask you to key in your telephone or account number (Telus) but then the rep asks for it right away. Why did I bother? Yes, I know, verification, but come on.
With Chris working in a call center (Fido) and before at eBay, he spends time telling me stories, and I love to read about the problems people have, via their blogs. And then at the end of it all, I ask, “how does Casting Workbook stack up?”
We do not bad since we have only one level, but our phone system only lets people search by last name, and our clients know us by first name mostly. FAIL.