By Stephen Rhodes
How is it that picking up a telephone, assuming you can actually get a human being on the end of the line, is such an intensely stimulating experience that we avoid it at all cost?
Is there a more annoying invention than voicemail? Do companies actually think their customers want to be interrogated with 30 questions before they have a chance to talk to a human being – and that’s only if you know how to spell their name in the company directory.
And why is it service companies seem to be worse than anyone else? Try calling the phone company for instance.
First contact is so important for business. I wonder how many people give up after five minutes of frantic fingering through the entrails of a company’s voicemail system. You know things are bad when you end up in the dreaded general mailbox – that black hole of indifference.
Do you make it easy for your customers to talk to you?
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