I love Verizon Wireless; and for those of you who have been following my blogging you know that. They have gone above and beyond for me so many times over the years that even if a better plan came along from another wireless carrier I would stay (of course they would somehow match it or do something to make me feel wanted).
But I do get a chuckle every time I need to call them. You have to press an awful lot of numbers and get through a maze of options before you can actually speak to a person. Pressing “0″ gets you nowhere. Like a lot of companies they would like you to self-serve yourself at their website where possible. I get it; but sometimes the matters are a bit more complicated or need to be explained.
So what about that chuckle?
When you finally get through the maze, or had to call back because you thought you remembered the sequence from the last time and now you’re in Help Option Hell; right before they are ready to connect you, they ask if you would be willing to take a survey about your experience?
Not exactly the best place to make me that offer. Don’t you agree?
My chuckle usually continues with the person on the other end. After he or she helps me I always offer my thoughts on the placement of that survey offer. We usually end up laughing because they too think it is not the best moment in the customer touchpoint to ask for help.
I’m just glad they think it’s silly also. They tell me many others have made the same comment.
Verizon, are you out there? Are you listening? Can you hear me now?
Still love you.
But for my Customer Service friends who are reading this………………where in the customer process are you asking for feedback?
And maybe next time I call I should write down the sequence.