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Far from always being right, the customer is on hold
May 25, 2008

HTTP://www.nytimes.com/2008/05/24/b usiness/yourmoney/24shortcuts.html?scp=1&sq=the+customer+is+on+hold&st=n yt

While technology in some cases makes the customer experience faster, cheaper and better  (ATM's) the best application of technology is when the transaction is routine.  Whe problems arise the interactive voice technologies out there make the problem solving very difficult because you cannot connect to an individual live. This is  perhaps the greatest contributor to customer rage in serving customers.

 


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