When we first signed up with our cable company, we were enticed with wonderful offers to receive benefits FREE for a year. Well, free is a subjective term. Yes, they were free for one year, but then after that year was over, all of a sudden our bill skyrocketed. I called the cable company and after punching 6,798 numbers into an automated system (which I HATE), I was told by the automated voice, "We are currently experiencing higher than normal call volumes. Your expected wait time will be xxxx." WHICH I HATE!!!!
This whole automated answering system companies love to use is just ridiculous. 99% of the time my problem/question/concern does not fit tidily into one of their pre-conceived answers. I want to speak to a human, which unlike a machine, can discern my issue and direct me to the right customer service representative.
I have a few recommendations:
1) Companies should be required to notify customers when something is about to expire, instead of just billing them for something they had been getting for free. *Yes, I realize I was told this when I signed on, but one tends to forget what items were included free. So, why not a call or e-mail to remind me that my free items are about to end, and unless I cancel them, my bill will increase?
2) Companies should do away with the courtesy message stating that they're experiencing high call volumes. They're ALWAYS experiencing higher than normal call volumes. I never get a message that says, "We're currently experiencing lower than normal call volumes, so expect someone to..." "Hello, thank you for calling Company X, my name is Helpful. How can I help you today?"
3) In fact, companies should just do away with the automated answering system all together and put a few more Americans to work. Don't outsource my customer service to someone who doesn't speak English as their native language, and don't put me through a series of dialing numbers, and listening to options that don't fit my specific need.