Church of the Customer Blog
« Find-A-Human! (aka phone system shortcuts) | Main | Audio book clearance »
September 29, 2005
Find-A-Human! (aka phone system shortcuts)
Can't reach a human when dialing a company's 800 number?
This handy chart helps you navigate out of automated phone system hell for 71 U.S. companies. It tells you the exact numbers to dial and phrases to say to reach an actual person.
Automated hell is another reason why I'm not getting a Dell. To reach an actual Dell person, you must dial 800-624-9897, press option 1, dial extension 7266966, press option 1, press option 4, press option 4. It's probably easier to get front row tickets for a Rolling Stones concert than talk to an actual Dell person.
One bright spot on the list: Southwest Airlines. When you dial 800-435-9792, you get an actual person within moments.
[Tip of the hat to Rocketboom.]
Other blogs that reference Find-A-Human! (aka phone system shortcuts) :
» Its Googles world, we just live in it. The ongoing saga from Mary's Blog
From Internet News, via Tom Peters wire service: Next Up, Google Office? Microsofts CEO allegedly said hed crush Google, his companys rival in search, and the lucrative ad business it engenders. On Tuesday, Google may s... [Read More]
» Find-A-Human! (aka Phone System Shortcuts) from OrganizingLA Blog
Ever try and reach your local bank, pharmacy or cable company and get stuck in the endless maze of phone options and just want to get a live-person? We've got a great time-saving tip: [Read More]
Thank you! And, yes, sadly it's all too often a case of "service avoidance" for many companies. In their desire to save money in service costs they end up driving off existing and potential customers. And...hmmmm... isn't it "interesting" how much more personal attention you get - golly, gosh - they'll call you, live and in person if they want their money (even when they're in error.) Here's another tip that I find works (at least most of the time, some companies such as MBNA are so enamored of "smash and grab" marketing they couldn't care less) Don't bother calling the service number at all. Write the CEO, and enclose all documentation.
Dell support has those options to narrow down the field of which you are calling about. Dell is not the only company that does this type of "narrowing".
Of course, the rep will again ask you what you are calling about even though you did just input what you wanted to call about. Again, Dell is not the only one that does this. I know many companies that will ask me for my phone number even though I just typed it into the phone.
Remember, Dell produces a quality product, though they do suffer from customer service support. I would rather buy a reliable product with minimal-to-no calling for bad support, than an unreliable product with frequent calling for good support any day.
My thinking is, if Dell has such a quality product, why are so many people calling support? I doubt it's because they want to purchase upgrades.
My, don't you have it out for Dell. I fail to see why. I have owned them (laptops and desktops) for close to ten years and have had one -- count it -- one problem. I have called support twice, both times with very responsive results. I have worked at two employers with Dells deployed (25 to 150 machines) and again, mimimal problems and great support. Sorry that this is somewhat off-topic, but the anti-Dell bias is getting tired and I thought I'd throw in some balance.
It's not just Dell.........
Blogging Customer Service by Phone
http://theheadlemur.typepad.com/ravinglunacy/2005/04/blogging_custom.html
Blogging Customer Service by Phone redux
http://theheadlemur.typepad.com/ravinglunacy/2005/04/blogging_custom_1.html
Re: Customer service by phone
http://doc.weblogs.com/discuss/msgReader$5555?mode=day
Why don't people start looking at Google with the same critical eye that they are now applying to Dell? Google are far more powerful, dangerous, arrogant, misguided, etc.
In past lives, I've developed, packaged and managed call center outsourcing for companies like Dell (Compaq, among others) - the filtering has everything to do with cutting costs and almost nothing to do with providing good service. Companies implement IVR systems (badly) and then turn around and pay consultants to help them improve their service (our advice often comes down to "Um, answer the danmed phone.) "Service avoidance" is not a good idea, regardless of the motive.
Oh - and I'm not buying anything from Google - so I'm not looking for support. That said, the information they provide on-line beats the heck out of many companies. And, their "products" generally work.
Outsourcing customer service wouldn't necessarily be bad if the point weren't to save money. This is one area where corners shouldn't be cut. Ever. Customer service is way too important.
And to make customers jump through hoops like Charter Cable or Dell? Tsssk... Nonono. That's just bad business.
Alex -- Five Dells purchased for this office over the past few years; three of them have had serious problems.
Perhaps one reason why the "Dell Hell" meme has spread is because an inordinate number of people identify with it.
I would suggest that "anti-Dell bias" is something of an early-warning-system alarm for Dell.
It's sad isn't it? Seems to be good ol' basic common sense to keep cusotmers happy - particularly when hardware margins are razor thin and computers have become a commodity. And, companies such as MBNA and Comcast also reside in my "smash and grab marketing" hall of shame. Way too busy grabbing our money to care about keeping us in the long-term - there's always another sucker out there right? Oops, the suckers are talking to each other on thost dad-blamed blogs!
For my "overseas" mobile phone service, to reach a human I go to the very first option of the menu: "If you want to report your lost mobile phone, press XX". The rep who answers has been able to help me with other issues.
Keep up the good work!
