Skip to main content

How important is your call??




"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.

Labels:

Comments

Post a Comment

Popular posts from this blog

Day 9 - The Power of Understanding

The words “I understand” hold immense power. In the TV show Two and a Half Men , Charlie Harper often uses this phrase, sometimes with humorous intent. But beyond the humor, these two simple words—"I understand"—carry a depth and magic that is often overlooked. Understanding is the first step toward empathy. It reflects a willingness to connect with another person's experience, their emotions, and their perspective. Yet, to truly understand, we must pause and reflect on what we mean when we say it.  Do we really understand what the other person is going through?  Are we merely acknowledging their words, or are we trying to feel what they feel? True understanding isn’t about sympathy or offering solutions. It’s about resonance.  Do we truly feel the depth of someone’s anxiety or pain, or are we simply familiar with the emotion?  Does understanding require us to have lived through similar circumstances, or is it possible to grasp the weight of another’s experience even...
Post a Comment
Read more

Day 19 - The Power of Multidisciplinary Approach

In an era of specialization, many of the world's most successful people advocate for a broader, more holistic view—one that embraces a multidisciplinary approach to life. This approach involves combining knowledge and skills from various fields, leading to better problem-solving, creativity, and adaptability. Think of a Renaissance person like Leonardo da Vinci, whose expertise spanned art, science, and engineering, shaping innovation for centuries. Today, the importance of a multidisciplinary mindset has become even more crucial in navigating the complexities of modern life. The Impact of a Multidisciplinary Approach David Epstein’s book, Range: Why Generalists Triumph in a Specialized World, provides compelling arguments for why those who explore a wide variety of interests often outperform their more specialized peers in the long run. Epstein highlights examples from sports, business, and science, showing that people who dip their toes into different fields are often...
Post a Comment
Read more

Day 23 - A Bucket List Is Not A Wait List

Many people craft a bucket list full of dreams, places to visit, skills to learn, and experiences to savor. Yet, more often than not, they tuck it away like an old book, waiting for the mythical “right time.” But why wait a lifetime to live the life you dream of? The truth is, a bucket list should not be a wait list—it is an invitation to embrace life's opportunities, big and small, starting now. The longer we wait to check items off our list, the more distant those aspirations become, morphing into fantasies rather than goals. Life is too short and too precious to wait indefinitely for the "perfect moment." So, how can we turn that list of dreams into reality? Here are some reflections on why now is the time to act, and some ways to start ticking off those bucket list items without delay. Start Small but Start Now The first misconception is that fulfilling a bucket list requires monumental leaps or huge financial investments. While some aspirations may indeed...
Post a Comment
Read more