Bad Service Design
Tuesday, September 2nd, 2008
I call customer service. The automated system asks me to enter my 16 digit account number. "Please hold while we transfer you to the next available agent." In a few seconds, I am greeted by a live person who asks me, "Can I get your account number please?"
Grrrrr. What exactly did you do with the number I just gave your computer 10 seconds ago? I have NEVER had an experience where the live CSR actually had the account number transferred to them. Never.
Come on people, this is 2008. It’s called "systems integration."
