[Balgair]

Hmm, different strokes - different folks. I actually like to talk to people on the phone. Maybe I need to get out more, but when you can get to a real human, the issues at hand tend to get easier to deal with. Phone trees are a nightmare for me, and I just spam 0 until I get someone (typically works alright, but not always).

The trick, I have found, is to treat the other person on the line, as well, a real person. When they say their name, say it back to them, ask them how their day is, chat for a second about how it's their Wednesday (halfway there!), what the weather like where they are (Broncos are going to have a tough game, eh?), etc. Even just 30 seconds of chatter will get you great service. So many people treat them as 'the help', so when you come in and treat them as an equal human, their day just got a little better, and they'll treat you better too, because you treated them well first.

And I mean you really get better service. That direct line to their manager's manager? You have that now, just because you were nice. That bouquet of flowers for your mom/wife? It just got a little larger, because you asked them how their day is going. That bill you are having trouble paying? It's 15% off, because you complained about the snow too. Yeah, it's not a lot. Yeah, it happens maybe 1/10 times. But it is worth 30 seconds.

Besides, you got to make an actual human's day better. No one is too busy for that, for good manners and a smile, even if it's over the phone.

[devonkim]

The reasons I would like refer a human or automaton depends upon the kind of transaction I need. If it’s something I think is done pretty often I’ll look for a web form with a workflow that someone has invested some time into to make sure the business process works. Additionally, 90% of the time I call a human to do this I can clearly tell that they’re filling out yet another form or even the same one I just had problems with - this is ultimately a UX and business process failure that results in a call center call. I typically wind up playing “let me spell my address and e-mail to someone using variations of military phonetic semaphores” when I can just type it in myself. The number of errors I’ve had over repeating entries over the phone that have resulted in rather serious repercussions are too numerous that I’d rather just type forms in myself if possible.

Where I want a person is when I want to bypass processes completely or I have a big exception that warrants a human. So if I’m calling your call center, you may as well send me up to tier 3 or higher because I’m going to be a pain.

And given I did support for a couple years myself, sure I’ll try to make their day a bit better where I can and try to have all my info ready and to be as calm as possible. Because I know it can take a while, so I usually have an hour or two set aside for these calls and can just wait and not have to hurry anyone.

[Zak]

I hate IVRs and phone trees too. I probably want the interaction to be a self-service website, depending on the context (making a restaurant reservation, delivery order, etc... are absolutely good fits for this).

For actually resolving a customer service issue, sure I'd rather talk to a human. I do try to be nice to them, and it does, indeed often result in better service.

For getting an update on what's going on with the request I made three months ago, I want a website, or push notifications by email.

[y_tho]

Now the companies are gonna have to dial 0 for a human.

(Imagine a shopkeeper with a thick scottish accent). "We've got an opening for 4pm wednesday." "I'm sorry, I could not understand you. Please repeat that."