"Kindly stay on line ...your call is important to us." Start time around 0.30 mins. into the call to a Customer Care number.
"All our customer care executives are busy at the moment...kindly stay online...your call is important to us"
About 2:00 mins into the call.
"All our customer care executives are busy at the moment...kindly stay online...your call is important to us"
About 5:00 mins into the call.
"All our customer care executives are busy at the moment...kindly stay online...your call is important to us"
About 6:45 mins into the call and with this exemplary display of the importance of my call I unfortunately disconnected. For though my importance had grown over the course of little over six minutes..I just could not deal with the fact that I was so very "important".
Hence before my importance came really close to being accepted by my service provider I just hung up. But those six odd minutes got me thinking. Thinking about the statement that was constantly being hammered into me "....your call is important to us"......"your call is important to us"....god damn it, if it was so important why was I yet to hear single human voice other than the IVR. God alone knows.
Here's what I thought. I thought of replacing that "your call is important to us" with a different set of words i.e. instead of hammering "your call is important to us" ..why not replace those words with "we value your time". Now ridiculous as it may sound, I know replacing words won't change anything if the service provider is hell bent on servicing the way I experienced but just imagine the possibility.... what if the service provider said "we value your time" or "we value you and your time".
Chances are it may just impact the the way customer care experience is being delivered. One company that surely values me every time I call them is Just Dial...The n number of times that I have called then I am yet to hear "your call is important to us ...kindly stay online." ...it's just "Welcome Mr....." barely a ring or two into the call and that really makes me feel not only important but valued ....and I don't pay them a single penny directly.
Agreed that a service provider unlike a Just Dial (an information services provider) needs to segregate its customer to ensure better monitoring and tracking of its customers but it can definitely take cue from a Just Dial post the IVR menu and put end to the customers misery. On the contrary the information service provider too provides a diverse range information to a diverse range of people without even getting into the IVR...if other service providers manage to crack that code ...I believe it will definitely tell you how important your call is.
P.S. On second thoughts if your service provider and your customer care executives are so busy to even attend to a customer within six minutes ....be sure your business is set to be doomed.
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