Companies know she does. They love the fact that she likes the convenience of a real-time voice conversation, and they take advantage of it. It’s precisely why our advocacy team hates to talk. Read more “Shut up — and fire up your computer”
That’s all customers like you want when they call a company. They want someone to talk to them.
But corporations don’t always talk back. Last week, I mentioned the second-generation form letters many consumers were getting. Turns out there’s a little more to the story.
For the better part of the last decade, large companies have scripted many of their most common call-center responses. What does that mean? Well basically, when you contact a company with a question, the agent can type in the issue into their computer and receive a “scripted” response that will answer the question. Then they read it back to you. Read more “Are you being fed a line? 5 secrets for breaking through the script”
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