No wonder why younger generations prefer to text or just use an app. We still have to call-in every once in a while, and when we do, we get the “…your call is important to us…please stay on the line…” on loop. Even we hear this, we know is not true. How do we know?
- Been waiting too long
- The deck is stacked against us: If no one answers, our problem will not be resolved, we will have to pay the extra charge, live with the broken product, or with the mistaken information.
- When we called in, the option we had to push, was always the last one.
- Was never able to get out of the tree by pushing “0”
If you want to make your customers feel that they “are important”, not just say it, act like it.