How I wish I had recorded this call today.
First, some background. All week I've been receiving calls on my office line from an 888 number. I usually don’t pick up. When I do, it’s a hang-up. After it happened today, for the 12th time this week (I know how many times because my phone displays this), I called the number back. Here’s what happened. (I am not revealing the company name since I didn’t record the call and can’t guarantee that my memory is 100% accurate.)
Company XYZ: Hi, this is [unintelligible name], XYZ Telephone.
Donna: Hello, this is a customer of yours. All week, your company has been calling me and hanging up. I wonder why.
Company XYZ: This is an outbound call centre.
Donna: So you are making outbound calls to customers.
Company XYZ: Yes.
Donna; Well, you are hanging up on customers. You are a phone company. I would think that you know how to make phone calls.
Company XYZ: We use auto-dialers. Some times there is a delay.
Donna: I am familiar with auto-dialers. Believe me, this is not a delay. This is a hang-up. It’s very annoying. So tell me, why were you calling me anyway?
Company XYZ: We call our customers to see if they’re happy with our service.
Donna: OK. I’m NOT happy with your service because you keep calling and hanging up on me!
Company XYZ: We use an auto-dialer…
Donna: Yes, I know about the auto-dialer. I can’t imagine that this is a good way to build customer relations, by phoning people and hanging up on them. I can’t be the only customer who actually called back to see who’s annoying me.
Company XYZ: Would you like us to take you off the list so we don’t call you any more?
Donna: YES. Thank you!
So there you have it. A phone company calling customers and hanging up on them. That’s what I call top-notch service: technology first, people second. And cost-cutting above all.