Topics: Digital Life : Optimize : Outsourcing

Video Illustrates The Sorry State Of The Customer Service Industry Today

Posted by Mitch Wagner, Apr 27, 2007 07:16 PM

A company called Vocal Laboratories provides video commentary on a six-minute customer service call to Hewlett-Packard. HP treats its customer rudely, like cattle. They waste the customer's time. They make the customer sit through six minutes of silence, hold music, and pointless questions. Then they abruptly hang up on the poor guy without providing any help at all. But the most shocking thing of all is that HP is not unusual in this behavior. It's a typical call by any customer to any company, anywhere, at any time.

As consumers, why do we stand for this treatment? As businesspeople, how long can we expect to remain profitable if we treat our customers like nuisances?

Vocal Laboratories, which created the video, provides call center quality monitoring services.

Via The Consumerist

« Dear Microsoft: Enough With The Interactive TV | Main | Is The Tech Job Market Better? Our Data Says 'Yes' »

This is a public forum. United Business Media and its affiliates are not responsible for and do not control what is posted herein. United Business Media makes no warranties or guarantees concerning any advice dispensed by its staff members or readers.

Community standards in this comment area do not permit hate language, excessive profanity, or other patently offensive language. Please be aware that all information posted to this comment area becomes the property of United Business Media LLC and may be edited and republished in print or electronic format as outlined in United Business Media's Terms of Service.

Important Note: This comment area is NOT intended for commercial messages or solicitations of business.