May 23rd, 2007

sure, I can talk, they put me on hold

NPR did a piece yesterday on All Things Considered about improving customer service calls… they also did one on advertising, which actually was my favorite piece, but that’s not the point. Anyway, the one on customer service calls caught my attention.

They ran a clip of a (simulated) actual customer service call (they do always warn you that it’s being taped) and what struck me was that you heard the customer talk while the music was playing. In other words, the CSR put her on hold, the music was playing, and you could HEAR her fuming about the situation.

Now this might not surprise most of you, but personally, I was shocked. They still tape you when they put you on hold?

First thought: my god, they must have acres of tape.

Second thought: oh my god, what the hell have I said when I thought I was on hold!

So any customer service call takers out there, tell me, is it true? Do all customers really tape us when we’re on hold?