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Customer service takes a beating

THE more advanced technology gets, the more it leaves you frustrated. The phone is one example. There was a time, not very long ago, when you dialled a company and the receiver at the other end was picked, it was a human voice you heard. Not any longer. Now it’s all recorded messages that sing sweet nothings into your ear.

Can you remember the last time you dialled a bank or a firm and was put through directly to the person who could clear the air of all your doubts and answer your simple questions? Few, if any.

Instead the recorded message would say: "You've reached the A Bank, if it’s English press 1, for an officer press 2, for customer service, press 3, for accounts, press 4 and so on and so forth! It’s all about pressing the right buttons and customer service be damned.

It’s frustrating talking to a machine and even more frustrating when you are guided through the series of numbers till you finally reach a person on the other end of the line, only to be politely told to hold the line while he or she tries to service someone else who has also reached the same person after a long, long wait.

You hold the line. The minutes pass by and you wait. Your patience begins to run out. It’s a no win situation. You just can’t take on the giants, who value you, but not to the extent that they will be there for you when the call comes through.

Whatever happened to customer service? Is money the end all and be all of everything?