Infrastructure // PC & Servers
Commentary
4/27/2007
07:16 PM
Mitch Wagner
Mitch Wagner
Commentary
50%
50%

Video Illustrates The Sorry State Of The Customer Service Industry Today

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 compan

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

Comment  | 
Print  | 
More Insights
Server Market Splitsville
Server Market Splitsville
Just because the server market's in the doldrums doesn't mean innovation has ceased. Far from it -- server technology is enjoying the biggest renaissance since the dawn of x86 systems. But the primary driver is now service providers, not enterprises.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest, Nov. 10, 2014
Just 30% of respondents to our new survey say their companies are very or extremely effective at identifying critical data and analyzing it to make decisions, down from 42% in 2013. What gives?
Video
Slideshows
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of November 16, 2014.
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.