Sunday, October 07, 2012

Customer Service / Phone Menus

I found myself needing to call AT&T (Mobile) today to ask some questions about my account.

When you begin to wade through the phone menu, one of the first things the system does is ask you for your wireless phone number and then the last four digits of the account holder's Social Security number.  After sitting on hold for however long, what's the first thing the representative asks you?  They ask you for your wireless number and the last four of your SSN.  What *is* the point of entering it in the first place?

After I finished what I needed, I had a question about a (basically bogus) feature on my plan called "International Calling - Expanded".  The rep indicated she should transfer to me another department to get more information. Okay, fine.  I have no problem with that.

I get to the next department and, sure enough, the system asks for my wireless number and last four SSN digits.  And, sure as the sun rises in the east, the rep asks me for the same information again.

This definitely falls under my blog's title of "rants".  I don't mind that the system asks me for it and I don't mind that the representative on the phone asks for it.  But pick one!

AT&T isn't the only vendor that does this either.  I would say that 85% of all vendors I deal with on the phone, that have phone menus, do exactly the same thing.

It's not so much that it's a waste of time (which is actually is), but it's just plain annoying and shows no respect for the customer's time.

- Will Belden
October 7, 2012

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