This post is based on a personal experience.
I found a charge on my latest credit card statement that I didn't make and called the card company to request having it removed. This resulted in a 54 minute odyssey through three departments and well over 30 minutes on hold.
If this company was focused on customer service, they could have made this a much better experience by:
If a brief time on hold was truly necessary:
With the right training and authorization in place, this call could have been handled in a matter of 5 minutes and could have made me a more loyal customer. Instead it took almost 55 and has me looking for other options.
Does your company treat their customers like unwelcome interruptions or make the process of filing a claim easy?
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Heike Heemann, LinkedIn and career coach, brings over 20 years of business experience to her blog.