The phone maze craze

I was hopelessly lost in an infinite automated phone maze when I began imagining the thought process that lead to my customer disservice experience.

Here’s how that conversation must have gone:

Direct Report: What if a creepy robot voice forces our customers to solve a numerical riddle before permitting them to talk to a human?

Boss: Interesting. What will this experience be like for our customers?

Direct Report: Well…kinda like taking the SAT exam at the circus.

Boss: And how will it make them feel?

Direct Report: Frustrated. Misunderstood. Unappreciated.

Boss: Huh. Will it save money?

Direct Report: In the short term, yes!  We can worry about the damage to our brand and credibility later.

Boss: Brilliant! Let’s do it. 

Complicated customer service doesn’t cut it during COVID.

More than ever, we crave the simplicity and assurance of a human voice.

Reject the strategy that a dehumanizing experience is good for business.

Teresa W. Class, Office Leader at regional bank Pinnacle Financial Partners, recently told me about their 3-ring commitment. All inbound calls are answered by a human being by the 3rd ring.

Give it a try (800-264-3613).

I did.

It works, and earned them a new customer.

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