Ever notice how difficult it is to talk to a live person with an airline? Your call is answered by an auto attendant. The auto attendant runs you through a series of questions giving you many options - all except the one you need.
The auto attendant really should have the first option the option to talk directly to an agent!
Some auto attendants allow you to press "0" and get directly to an agent. GREAT!! However, most do not want you to do that!! Why? Because it costs the airlines more $$ to actulally allow you to talk to a live person!
The belief is that the majority of calls to a live agent can be alleviated through a series of questions even if it inconveniences the customer. This process saves time and money for the airline with little thought given to value of the customers time.
Good customer service (thinking what is in the best interest of the customer) is a now a thing of the past.
The irony and additional frustration is 2 fold:
FIRST: It asks you to provide information; i.e.name, frequent flyer number, date of flight, etc., etc. Ever notice that this info is never passed over to an agent in the event you have to to talk to one so you end up repeating yourself.
SECONDLY: Most auto attendants now all ask (before you even get to the question you are calling about) if you would be willing ot take a survey after the call!!!!! If you have ever taken the survey, the questions asked are ones that do not allow you to comment on what you want, but leading questions about what they want. AND - they seem to never act on any of the comments anyway. If they did, they would have more live agents. HELP!!!
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment