Using technology effectively to serve customersContinuing yesterday’s theme of looking after customers effectively (or rather not effectively!) I’ve just come off the phone from eircom broadband support. The actual support people are fine. They’re polite and efficient but why doesn’t a company that is supposed to help us with our technology needs show some common sense in the way in which they use it? It so happens that I’ve needed to call them a few times recently. You get through to the automated voice that asks you to give your phone number and then checks it back with you. All a bit irritating but forgivable if it led to greater efficiency. But when you get through to a support person they ask you for your number! Although the automated system has checked you are an eircom customer and then fed the call through to a support person it hasn’t passed on your details to them. This isn't some kind of security check - I've asked the guys and they have no details of the person calling. This is madness especially when the customer calling is likely to be encountering problems and therefore not in a particularly sunny mood. At a very basic level eircom is showing disregard for both its customers and its call centre support staff. Add a CommentYour comment will appear once it has been approved. |