Within the past month I've had a client tell me "no one should be able to get out of my IVR", read several articles like the one below that say some new technology is going to make design better, argued over the word "more" with another client, and read about consumers feeling like expletives are the best way to get results from customer service.
All I can say to all you corporate dweebs and misguided authors is "WTF IS WRONG WITH YOU PEOPLE?"
Stare into the foam of your morning latte and ponder this:
GOOD EXPERIENCE IS MANDATORY FOR TRUE BUSINESS SUCCESS!
BAD DESIGN IS UNETHICAL!
GOOD DESIGN IS HARD AND YOU ARE NOT GOOD AT IT! (just like you aren't good at being an architect)
WHEN GOOD CUSTOMERS CURSE AT YOU IT IS YOUR FAULT!
Please, please, please listen to us! We're already listening to you! We really, really have your best interests at heart when we focus on your customers! Learn from us!
Please?
my customer told me today that penning hapless callers in the ivr has decreased their deflection rate.
no. really?
Posted by: iamsorrywhatwasthat? | August 24, 2006 at 06:16 PM