Make Marketing History

The views of a marketing deviant.

Sunday, January 30, 2011

Three's Not A Charm.

I noted a tweet in which the author complained that he'd be on hold with a customer service phone-line for so long that he'd realised that the music being played to him was a loop of three tunes and he'd hung up.

Now, obviously, he'd been kept holding for far too long. But it's also true that the company in question had idiotically ensured that he realised this by limiting the music to a cycle of three. The first priority is to deal with the customer swiftly, the second is to ensure they don't feel taken for granted.

In this case, the company got it wrong on both counts. If I were him, I'd ring up and complain. Or maybe not.


Anonymous Dan Thornton said...

There's a rival for just having 3 tunes on a loop - interrupting those tunes every 30 seconds to tell me 'Your call is important to us'.

For starters, it blatantly isn't, or you'd employ more call centre staff.

Secondly, everytime your voice track kicks in, it raises the hope that someone might actually be answering, only to disapoint when it turns out to be the same lie yet again.

Why there isn't more effective use of ringback technology, or email, or anything that doesn't require me to hang on a phone for 20 minutes at a time unable to do anything else, I really don't know.

11:31 AM, January 31, 2011  
Anonymous Rob said...

I find it tragic that for all the talk, they do this blatantly obvious rubbish. Sort it out please ...

[That's companies, not you John]

5:35 PM, March 02, 2011  
Blogger john dodds said...

You're well placed to sort this particular company out yourself Rob.

3:22 AM, March 03, 2011  

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