STOP Saying “Your call is important to us” when it’s not
By: Customer’s Poet
If you’re like most Americans, there’s nothing more unpleasant than hearing the words your call is important to us after blowing up a company’s line, trying to reach someone who can help you.
Yet, if you’re in my situation — experiencing identity theft and yet to receive my tax return even though it’s halfway in October- those words make your blood boil. Especially when you hear this on the voice mail of the tax advocate who’s supposedly there to help you. But that’s a story for another day.
Considering this, a poll completed by 2,260 Which? Magazine members exposes the most annoying call waiting customer service features. Here are the results.
47% — being told that their call is valued or American styled your call is important to us
28% — being directed to the company’s website
11% — apologies for all operators being busy
When it comes to sounds that frustrate us, 29% of customers dislike the phony engaged tone, 22% dislike rock music while holding, 21% dislike background ‘wallpaper’ music with no specific tune.
The upside to this, is that companies can make changes for the better. Here’s how.
Using the results of the most useful features customers like to hear poll, 33% like being told how long they have to wait, 32% like knowing where they are in the queue, and 30% like being offered a call back if you leave your number.
Do you agree or disagree with Which? Magazine’s Poll results? Take the poll yourself. Click here.
As always be smart, be savvy, and equip.
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