Video Illustrates The Sorry State Of The Customer Service Industry Today - InformationWeek
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4/27/2007
07:16 PM
Mitch Wagner
Mitch Wagner
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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

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