IBM Order Line - Brain washed??

[LANMAN]

I don't normally call IBM for my PC needs, but I found this quite hilarious after calling their customer support line to check an order;

Every time I asked her a question, she would end her answer with, "Do you feel comfortable in holding for 2 minutes while I research this information?"

Then after two minutes she gets back on the phone and says, " I'm very sorry for keeping you on hold so long, but it seems they have moved the information to a different web address, [/b]do you feel comfortable in holding[/b] for another minute??"

I know this is probably corporate "Customer Service" etiquette, but after saying statements like that every time they pick up the phone, it almost makes you feel uncomfortable.

I felt like saying, " If you keep asking me that question again, I'm going to start getting uncomfortable, because in the amount of time your taking just to ask me if 'I'm comfortable', you could be getting the answer."

I don't think I could of told her that without laughing though!!

--LANMAN

 

[NogginBoink]

Well, you've got to admit that it's better than being put on hold for an indeterminate amount of time with no warning.

I usually say something like, "Would you allow me to put you on hold for a couple of minutes? I would like to discuss this with a coworker who's more knowledgable about this issue real quick."

 

[LANMAN]

Originally posted by: NogginBoink
Well, you've got to admit that it's better than being put on hold for an indeterminate amount of time with no warning.

I usually say something like, "Would you allow me to put you on hold for a couple of minutes? I would like to discuss this with a coworker who's more knowledgable about this issue real quick."

This part of "I would like to discuss this with a coworker who's more knowledgable about this..", would make me wonder about the salesmen's experience.

That would start to tick me off if a salemen said that, which just rides along with, " Are you sure you need 512Meg in this laptop? "

My answer: " Why do you ask? Do you nomally have people listed as Chief Information Officer's call you with memory requirements their unsure of??"[/i]

I guess my point is, if you can sence in the customers voice (after you put them on hold two times already) that they don't care if you need to put them on hold again, just ask, "Just a second while I research, locate, <you fill in the blank> this information.", instead of that huge statement.

The customer service training sessions these companies are doing with their employees is starting to turn a normal converstaion with a HUMAN into the same automated menu's we already hate. Common sence doesn't seem to play a part in customer service anymore.

--LANMAN