Chances are these days when making a business call, whether
it is to the cable company or even your doctor, the first contact will be with a
recorded message that will issue prompts for you to follow.
While some still
allow you to press “0” to speak to a real person, most companies have caught on
and when you press “0” you will, more than likely, be told that is an invalid
response and either be hung up on or be returned to the main menu.
The latest IVR scripts have come up with an even more
personal way to deal with your call, including calls from frustrated customers
who can’t help but let the “F” bomb fly while being asked for additional
information, not realizing someone is actually listening in on the call.
How do I know this?
It just so happens that I recently
purchased a new phone, my first “smart” phone, and found the Quick Start Guide
that came with the phone lacked quite a bit of information, leading me to
believe that either I wasn’t smart enough to own a smart phone or the company got
a kick out of messing with its customers.
Of course, I assumed the latter, and decided that I could
do one of two things (1) read the guide several times ultimately resulting in
my throwing the phone out the window, or (2) call and ask someone how to use
the phone. I opted for the phone call.
This is roughly how the call went:
System: Hello, and welcome to Mobile Net Mobile. Please
listen carefully as our menu has changed. In order to serve you better, please
enter your mobile phone number now.
Me: 555-555-5555
S: Thank you. We have located your account but we need to
verify some information before we can assist you further. Are you the person
whose name is on the account?
M: Uh, yeah, duh.
S: I’m sorry. I did not understand your response. If you
are the person who is calling on this account, please press 1 for yes, 2 for
no.
M: (pressed) 1
S: Good. Now, in a
few words, can you please tell us your issue so that we may direct you to the
proper department.
M: I am having trouble…
S: I’m sorry, did you say billing?
M: No. Technical.
S: I’m sorry. I am
having trouble understanding you. Are you having technical difficulties? If so,
please press 1 now.
M: (Pressed) 1.
S: Thank you. I
understand you are having technical difficulties. Is that correct?
M: With you I am…
S: I’m sorry, I didn’t quite catch that. Let’s start
again. Are you calling about your billing?
M: (Screaming into the phone) NO!
S: Good, I’ll
connect you to that department now. Please be advised that our billing department
is experiencing a high volume of calls this time of day which means you may
have a longer than normal wait. We apologize for any inconvenience this may
cause.
M: But I wanted…
S: Dead space (companies no longer spend valuable company
assets on assinine mood music that obviously doesn’t work).
M: (Into dead space) What the Fu*k is taking so long?
S: I’m sorry, did you just swear at me?
M: What the Fu*k?
S: If yes, press 1. If no, press 2.
M: 1
S: Thank you. Now, before we go any further, I’ll need to
clarify your response. If you said the “F” word but meant to say Fiddlesticks,
press 1. If you meant to say Fudge, please press 2 now. If you are sorry you
said the “F” word and want to apologize, in order to continue this conversation,
please press 3 now. If you meant to say the “F” word, please press 4 and this call will be disconnected.
M: (Pressed) 3.
S: Good, we accept
your apology. Please hold while we connect you to billing.
M: But I want to
speak to…
S: Hello, my name
is Alana. May I please have the last 4 digits of your Social Security number?
M: 5555.
Alana: Thank you
Ms. Dinkins. Now, how may I help you today?
M: For starters, you can transfer me to the fu*king
technical department…
Alana: I see. One moment please…
S: It seems you
found it necessary to curse out our CSR after promising not to. We ask that you
lose the attitude before we continue. If you would like to lose the attitude,
say or press 1 now. There is no other option.
M: One
S: Good. Again, we
accept your apology. Now, in a few words, please tell us how we may help you
today.
M: Well, for starters, you can let me talk to a fu*…I
mean, I would like to speak to a real person.
S: One moment please. We are connecting you to the
billing department. Due to a high volume of calls, you may experience a long
wait time. While you are waiting, may we go over some of the exciting new technical
features on your smart phone?