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I have VERY mixed feelings about this. I really feel for the call centre employee, and sympathize greatly. I also sympathize for Police officers who get injured or worse in the line of duty, nurses and doctors who have no personal lives because of the hours they work. It goes on. the fact of the matter is, it's the nature of the job.
while I do not go out of my way to be rude, I am not my usual sunny disposition, when I have already had to contend with protracted voice menus and customer queues. I feel that I am still suffering from some sort of post call centre syndrome from my experience with Dell last september.
I really feel that the advent of the call centre has downloaded a lot of the customer service responsibility onto the customer. We now have to solicite service from the company. We now have to follow rules, and wait in queues just to get questions answered. this is all frustrating. it's almost a 180 degree version of telephone solicitation.
Since my Dell experience, I have purposely hung up whenever I get a put into a queue. I can't take the wait time. thing is my first experience with Dell in 1999 was perfect. Maybe volumes have disrupted the general Call centre business process. but something has to be fixed, for sakes of both sides.
oh - the speakerphone? a true god-send. I have a log here of my wait times:
Dell Sept 27 - on hold 17 mins
Dell sept 27 - spoke with rep, on hold again 23 mins
if it wasnt for the hands free, i couldn't heaten my lunch or did my work while waiting, and while i did try to pick up the receiver to convers, it wasn't worth it.
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