Promises, promises
Things that will not happen when you call me and my business:
* I will not transfer you 14 times, each time to someone who has no idea how to help you.
* I will not, at the same time, keep you on the phone for 93 minutes and at the end of the encounter, when you finally reach someone who says they can help, have the answer be “We can’t help you.”
* I will not keep you on the phone for an hour, while I try to figure out what to do to help you. I’ll call back if I need time to think or investigate.
* I will not promise to call you back in one hour if I’m not actually going to call back in approximately one hour.
Just some random thoughts on customer service…