Customer service rule 1: Do not hang up on customers

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.

Comments

[Dan York]

(laughing) Man, I wish you could have recorded that call! What a classic! Thanks for sharing.

[Donna Papacosta]

Thanks, Dan. I really do wish I'd had my recording gear fired up. Sometimes I like to record calls, you know, "to ensure quality." Just like the phone company does. ;-)

[Mike Keliher]

That's one of the most absurd things I've ever heard. Has it stopped since you asked to be removed from the list?

[Donna Papacosta]

Mike, this happened only yesterday, so it's too soon to tell! Thanks for commenting.

[Sue Horner]

LOL! Don't these companies warm your heart, calling like that just to see if you are happy. But if you get into a conversation, somehow you are suddenly talking about what other options you could add on to your service for $X more per month. Good luck getting off their callback list!

[Donna Papacosta]

Oh no, Sue. You mean they don't CARE about me? They want to SELL me MORE products and services??? OH NO! It can't be! If they call again and ask about my well-being, I'll tell them about my arm, which is sore from shoveling, and my hair, which needs a trim, and my kitchen floor, which could do with a scrub, and my....