Comments on: Hiding Behind a Phone Tree http://www.returncustomer.com/2006/04/10/hiding-behind-a-phone-tree/ Learn beneficial marketing and business principles from everyday experiences Tue, 06 Jul 2010 14:08:53 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Joe Rawlinson http://www.returncustomer.com/2006/04/10/hiding-behind-a-phone-tree/comment-page-1/#comment-87 Joe Rawlinson Fri, 14 Apr 2006 17:36:57 +0000 http://www.returncustomer.com/?p=139#comment-87 <blockquote>If you can just dial ‘0′ why can’t you just have a human pick up at the other end?</blockquote> I think a direct line to a human may be too manual of a process on the company's side. A balance has to be drawn between automating certain tasks while still allowing easy access to a real person when needed.

If you can just dial ‘0′ why can’t you just have a human pick up at the other end?

I think a direct line to a human may be too manual of a process on the company’s side. A balance has to be drawn between automating certain tasks while still allowing easy access to a real person when needed.

]]> By: Jennifer Clark http://www.returncustomer.com/2006/04/10/hiding-behind-a-phone-tree/comment-page-1/#comment-84 Jennifer Clark Mon, 10 Apr 2006 13:37:12 +0000 http://www.returncustomer.com/?p=139#comment-84 Having dabbled in the telecommunications industry for a couple of years, I can tell you exactly WHY companies hide behind the phone tree and it has a lot to do with the bottom line. But your point is well taken...if you want to be a customer-centered company, let people get through to your reps. It also made me think about Citi's thing...just dial '0'. Is that just in case they have customers who LIKE to go through the phone tree and options? If you can just dial '0' why can't you just have a human pick up at the other end? Having dabbled in the telecommunications industry for a couple of years, I can tell you exactly WHY companies hide behind the phone tree and it has a lot to do with the bottom line. But your point is well taken…if you want to be a customer-centered company, let people get through to your reps.

It also made me think about Citi’s thing…just dial ’0′. Is that just in case they have customers who LIKE to go through the phone tree and options? If you can just dial ’0′ why can’t you just have a human pick up at the other end?

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