An Oregon firm, NETFLIX has decided to shun modern technology of impersonal call centres and reinstate human beings to talk to other human beings. These customer representatives now are available 24-7 to deal with customer complaints. Do you know how good this sounds?
I don’t know about you, but I am fed up with calling businesses and getting a computerized message. How sloppy! We put up with this crap. Businesses should earn our patronage by making it easy for us to do business with them. Do you know how frustrating it is when you have just a simple question and have to listen to a menu that lasts forever to be connected to someone and sometimes when you are connected it’s another voice mail aaaagh!
I live a stone’s throw from my neighborhood Safeway store. Once I forgot to pick up one of my bags. I tried phoning my Safeway which is 2 minutes from my home. I had to go through a call centre perhaps located in India for all I know. I got fed up and just drove over to find out if I left my bag there.
I hope more businesses return to their senses and start hiring human beings to deal with human beings. That is so much better for business and more people will be hired as well.
According to reports, Netflix’s decision to buck the trend by using human voice is an unusual phenomenon these days. “It’s very interesting and counter to everything anybody else is doing,” said Tom Adams, the president of Adams Media Research, a market research firm in Carmel, Calif. “Everyone else is making it almost impossible to find a human.”
Well you know what, if the customers use their dollar power to demand changes more such service will be provided. Kudos for Netflix.
