MOChassid

The rambling thoughts of a Modern Orthodox Chassid (whatever that means). Contact me at emansouth @ aol.com

Wednesday, March 07, 2007

Question

Many companies ask you to punch in your phone or account number before a customer rep takes your call. Ninety percent of the time, the customer rep then asks you for your phone or account number. Why is that?

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5 Comments:

  • At 12:21 PM, Blogger kishke said…

    They tell you it's to speed up your service, but I think the true purpose is so that they can then waste your time with the acct. balance and other details of the account before kicking you into the menu. Generally, with credit card companies, you're better off not punching in the acct. #. (Unless, of course, all you need is to hear your account info.)

     
  • At 2:05 PM, Blogger ardbeg78 said…

    Actually, it's done as a screening mechanism. When you first punch in your account # or phone number, their computers can tell if you are a "good" customer (meaning different things in different industries), or whether you are a pain. It makes a difference for queing purposes. Contrary to what they tell you, calls are not answered in the order they are received. Certain customers get to the head of the line, others are pushed back. Then, when you get a real person, they ask you again to call up the information, or in cases of banks or credit card companies, to verify your identity before allowing transactions or changes to accounts, etc.

     
  • At 2:06 PM, Blogger ardbeg78 said…

    This comment has been removed by the author.

     
  • At 2:45 PM, Blogger MoChassid said…

    ardbeg78

    That sounds about right. Ok, at least now I know!

     
  • At 11:53 AM, Blogger Bob Miller said…

    By the way, the best way to deal with an incompetent or unhelpful customer service rep on the phone is to wind up the conversation with him/her ASAP and call the number back. Repeat as needed until an intelligent person is helping you. With some companies, this does not work, though, as all their reps are useless.

     

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