Customer Service is More than an Internet AutoResponder
Friday is my day to rant. It seems I have had several run-ins with Auto-Responders posing as customer service departments. What a bone head move on some company’s decision making process.
A few companies hid their phone numbers – so you can not call them. One of these is the great Google, an Internet icon if there ever was – and yet, no posted phone number!
Now I understand the need for large and small companies to hold down their costs and the principle of using technology to do the routine tasks is a standard. However, there has to be some type of check system to stop the stupidity of continuous emails that do nothing but aggravate the customer.
In my case I have filled out forms and reply forms on an website page and hoped someone not a something would get back with me. But it seems Mr Cron (You techies out there know what I’m talking about here.) is operating the return email system along with Mr. Auto Responder! God help us if they turn into Terminators. They know where we live!
It would not hurt to have a customer service person, particularly for a new customer who needs their assistance. Here’s my Google example: Been using all the services except Google AdWords for years. I decided it was time to finally launch into the 21st century and do some Pay Per Click ads and drive some traffic to several of our sister sites. Like EffectiveCommunicationForResults.com which is a site we use to promote one of our best workshops. Now the problem is the length of the URL – it’s 36 characters without the www. That is one character more than the allowed space on the Google Ad URL Display line!
Therefore, after hours of research and writing ads, I placed the ads and was very proud of my work – until – the dreaded auto-responder attack from Google! They disapproved my ads because the Display URL was not a functional address like the Destination URL!!! AAAGGGGHHHH! Several attempts to fix it and then the revelation that it was not fixable unless I get a new URL and move the website – which I am not.
Then, I thought, no problem I’ll just call Google and ask a customer service person, how to handle this issue and another issue that came up during the set up phase. Surprise, no phone number, and when you hit the contact us button – we get a pop-up window with an index of what you need to do on everything but my problem.
You see, my problem is an exception to the general rule. Google and others have set up systems that do not handle the exceptions. No system, process or method to get your problem resolved without major hassle. This is a customer downer.
If they want me to spend more money, then make it easy for me to get it right and spend my money on marketing. Some smart person in my opinion is really dumb. And, the really sad thing is, the person who made the decision is hidden behind a huge wall of gatekeepers so they never and I mean never have to answer to anyone – especially their customers.
Well, enought ranting, have a great weekend and Memorial Day holiday on Monday. Our veterans deserve our respect – so honor them on their day. You don’t have to like the act of war, yet, these people felt the need to support our country for freedom and democracy and we should support them.
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Voss Graham is an Organizational Architect with 30+ years of experience designing sustainable business growth for organizations of all sizes.
Creating the Strategic Focus with the Executive Leadership Teams, he uses Systems & Process to ensure the Drivers for Business Growth are Executed at the Highest Levels. Voss is available as a Speaker for your conferences or company meetings – contact him at 901-757-4434 or use the LinkedIn or Facebook direct messages.