Is there anything else I can help you with Sir?

10 words guaranteed to drive me insane. You’d think it was a good thing. You’d think it was customer service. At least somebody does. Somebody who doesn’t work in a call centre and who gets paid a lot more money than the poor TNT rep I just yelled at.

The short of the backstory is this. I ordered two copies of OS X Leopard. Was meant to be delivered on the 25th, then the 26th and then 29th. It wasn’t. Eventually I do some digging and call TNT. Apparently it was recalled to the depot and has been sitting there waiting for Apple to tell them to redeliver this. ASFAICT the only way Apple would do this would be when I phone to complain that my item had not arrived.

I short circuited this and phone the shipper directly. Have a whole rant where I establish, that they were waiting for Apple or some divine force to tell them when to deliver my goods. So I get delivery sorted for tomorrow after getting quite annoyed and being told several times they can’t delivery it today no matter how much it’s not my fault.

So I’m like “Fine deliver it tomorrow”, and I hear the dreaded 10 words.

I know they have script they work from. I know this is how they work.

I’ve even got into infinite loops with the reps where I see how long I can push this

Me: Can you deliver this tomorrow?

Rep: No

Rep: Is there anything else I can help you with Sir?

Me: Well, can you deliver this tomorrow? Rep: No

Me: Well then I think not.

Rep: Is there anything else I can help you with Sir?

Me: Well, can you deliver this tomorrow?

Rep: No

Me: Well then I think not.

etc etc etc etc

Someone in call centres but realise that it’s insane pissing off annoyed customers. This line of the script which I presume they are forced to ask is just pointless.

Which probably indicative of the biggest problem with call centres (IMHO), is that the people on the phone have very little power to make decisions or take actions that help customers, and the people that make decisions and set policy never work in the friking call centre are are too distant from annoyed customers. So call centres land up with people that are basically human webpages (basic forms and direction) and not really customer service reps at all.

At least web pages don’t ask me if their is anything else they can do. And if they did I would close them. Close them right down.

Twittered

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