As I write this, I am sitting on the phone waiting for my next available personal service consultant from a well-know website registration company to answer my call.
Luckily I have a Panasonic 4-line KX-TS4100b desktop phone console that tracks my call time. So far: 6 minutes 18 seconds and counting.
In the meantime, I am being entertained by a constant flow of bad elevator music interrupted by annoying announcements trying to sell me services I have no use for.
We’ve passed 8 minutes now and I’m starting to wonder whether this company is understaffed, overwhelmed or just doesn’t care about its customers. From my previous experiences with them, I’m guessing that the third option is the correct choice.
Another question occurs as we head towards, and pass, the 10 minute mark: why doesn’t this company (and many others) come up with a better customer service system?
11 minutes and I’m about to be transferred to a real, live person..
And instead all I get is dead air. No one. Nothing.
There must be a better way to service customers, right? The technology is there. They know I called, they have my number.
If it was my company I would have a staff of people who immediately called back all dropped calls. Mr. Rubin, what happened? Did we drop the call? I’m so sorry, how can I assist you?
If that happened I would love this company forever. I would tell all of my friends about them and their great service. I would get them to switch their websites and blogs to this company.
Instead I’m going to try one of their competitors next time I need to register a domain name.
David