I called Best Buy one time and, of course, was placed in queue. All of a sudden, I heard the cool sounds of Miles Davis’ "So What" in my ear. "Way to go Best Buy!" I thought to myself. "At least I’m gonna have Miles’ Davis and his trumpet to keep me company while I wait." Thirty seconds into the song they started it over! And then did it again, and again, and again. I’ll bet you I heard the first 30 seconds of "So What" 30 times by the time someone answered – and then I was MORE ticked off than if they’d left me in silence!
I was reminded of the painful, "salt in my paper-cut" experience because it’s #5 on Tim Stevens "Customer Non-Service" Top Ten List, which I discovered thanks to Chris Cree. This is a very worthwhile read.
I loved Tim’s list because he’s NOT a call center guy – he’s NOT a QA coach – he’s just a customer.
What a novel idea…listening to your customers.