| Many companies save money at the expense of the | | | | someone and then ask to be transferred. Be creative. |
| consumer. For example, when you phone a business, | | | | For example, I was able to reach a person at a major |
| most likely you'll encounter an automated answering | | | | phone company (let's call them AZ&Z) by calling |
| system. Some of these systems cause you to waste | | | | the telephone operator and asking to speak with |
| time in a labyrinth of menus or they insult you by | | | | someone in customer service. (That is, I pressed O |
| asking you to converse with a robot. | | | | instead of dialing the direct number.) |
| Here's how to protect your time and reach a person. | | | | 4) Complain. Mail the letter that you composed while |
| 1) Work on other tasks. While on hold, read magazines, | | | | on hold. Calmly and briefly describe your experience to |
| balance your checkbook, file papers, write a complaint, | | | | the customer service representative. (e.g., "I just waited |
| or search the web for other companies. Purchase a | | | | on hold for two hours and was disconnected three |
| hands-free headset so you can work with both hands. | | | | times.") Or be creative. I mailed AZ&Z a bill for the |
| 2) Keep calm. After spending hours pressing buttons, | | | | three hours that I spent trying to talk with someone |
| repeating answers to a robot's questions, and being | | | | about an error in my bill. |
| disconnected, you will feel mad enough to yell at the | | | | 5) Support good companies. Reward courteous |
| person who (finally) answers. Instead, talk about the | | | | service with your business. For example, I switched |
| issue that you called about. | | | | from AZ&Z to another long distance phone |
| 3) Try other paths. Respond to system queries by | | | | carrier. |
| pressing O, OO, O#, or O*. Or, call back and do not | | | | Final thought: If your business uses an automated |
| press any buttons. The system may assume that you | | | | system to answer the phone, make sure that it |
| called from a rotary phone and transfer you to an | | | | facilitates the communication necessary to make your |
| operator. Call other extensions until you reach | | | | business profitable. |