Company Interactions And Other Stuff

Is There Anything Else I Can Help You With?

You conjure enough courage to call your wireless provider with a question and they are efficiently able to answer the question. Good news.


A little background, in the past, I've been emotionally bruised when having to call large providers about a given concern or question. It's was unpredictable what might happen and I like control so it's an uneasy feeling not knowing how a call might go. Before the call, I imagine all that could go wrong. Wrong number? Wrong department? Inaccurate phone prompts? Perhaps being on hold for 60 minutes! Many years ago, without portals and online access, it appeared to be more challenging getting questions answered or concerns addressed. With all that conditioning about calling companies, there may be some fallout about my mental state before the call.


Being satisfied with the interaction (and ready to end the call) except at the last second the customer service rep asks you if there's anything else they can help you with? (How about not always asking me if you have additional questions? (Kidding of course.)) Almost every large American insurance or business organization has either engaged in this approach or still does. In this instance, both parties may have that feel and know the purpose of the interaction was complete but still, the company rep needs to ask, "Is there anything else I can help you with today?" 9 times out of 10, both parties are "Good." Still, you hear that more often than you probably should. For some businesses, this may be an approach as part of a customer service campaign for some businesses. The intent is good but I wonder about the effectiveness -- everyone knows that the rep has to ask that before the interaction is considered complete. Reps just realize that's just a part of every phone interaction.


Too Many Surveys

One more thing, early in some phone interactions, you will be asked if you're willing to complete a survey at the end of the conversation. Honestly, I'm more inclined to complete surveys when I have a point to make that needs a response. In other words, if I'm really impressed with the representative, I'll make it a point to provide feedback. When something is done well, make it known to management. If the communication during the interaction was quite challenging, I'd make it a point to provide feedback. This means I will not know early in the interaction whether I want to complete a survey as I need key things to occur which would prompt such feedback.


Hard To Reply To Every Solicited Survey

One more survey point, I receive a lot of phone and online surveys and solicited input from providers. I'm assuming some of this feedback is invaluable to them. The thing is, I have limited resources so I can't take every offer that comes by. I'm more inclined to provide input, more inclined than the average person but even I have my limits. I don't sense my opinion will provide much value or a company is just "going through the motions" with surveys.



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