I doubt anyone enjoys telephoning any institution. Often it starts off with the “We’re experiencing higher than normal call volume…” Which is strange since I receive this message for just about every organization at any time I call.
When you’re lucky enough to get through, you begin with an automated voice which gives you a pile of information that you are not calling about. Their hours, their locations, their new holiday schedule, on and on and on.
Then there is that fabulous voice tree that has way too many options. Sometimes, I space off or get distracted and have to repeat the options again because I didn’t catch the one I wanted.
Then, you get yet another voice tree based on what you punched on the first tree. Here, you may receive account information which is also not why you’re calling. I already know how much I owe and when it’s due. And if it’s a voice recognition and your lovely children won’t be quiet in the background, you’ll get the “I’m sorry, I didn’t get that.” Now you’ve been on the line for at least 5 minutes and you’re still just trying to ask a question to a human.
Finally, you get to press “0” for the operator and your stomach leaps a bit that you’ve made it through the automated system. Until, you realize that you are now speaking to someone with a heavy accent who says “It is my pleasure to be of service to you today.” Only, they won’t be able to do whatever it is you are asking for because they’re merely reading a script and your question doesn’t fit into their script – they can’t deviate. So, they transfer you back to the United States where you may or may not receive the help you need.
It’s been at least 10 minutes now and you’re trying your best to not lash out to the next person to come on the line. All of this while hearing the galling message on hold at each step, “Your call is important to us.” Well that’s just bologna. I can’t understand why you want to irritate me even more with untruthfulness. We both know that the last thing you ever want me to do is contact you, unless of course it’s too give you more money.
I find it strange that we consumers are tolerating this.