What if you had a big blue phone on your desk and whenever you needed to, you could pick it up and instantly be connected with a smart and caring tech support expert from your internet provider, your web host, or the airline you use the most? What are the chances you’d ever consider switching to a competitor that didn’t offer similar service just to save a few bucks?
The current model of big company support is to throw undervalued, under-trained, underpowered human beings at perplexed customers, frustrating and disrespecting them enough that they shrug and give up. Then there are the chat rooms staffed by people who merely repeat what’s on the website. The phone trees that bury “talk to a human” at the very bottom of the options (or hide it altogether.) The reps who are rewarded for a short call and punished for escalating you to someone who can help. Recently I had someone hang up on me because the call was getting too long!
Do you know what I always say, when I answer the telephone?
“Hello, I am Harriet, how may I help you?”