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Feb 17, 2003 I was simply trying to pay a bill. My first opinion was, they wanted my money, but the way I was directed by telephone, you would think they didn’t want to be paid. Twenty minutes out of my life is a lot. The routine of my day is set in a particular order and I prefer to keep it that way. In this world that throws curves and obstacles when you least expect it (or least have the ability to deal with it) I like to have a few things that I can count on. So I was rather “put off” when I phoned to inquire and pay for a utility bill. To be honest I am undecided on whether I prefer to talk to someone directly, or be instructed by recordings. It depends on my mood. When I am in a hurry I like to talk with someone, brief and to the point. If I am late paying a bill, I don’t typically want anyone to know I even exist. Today however, I was simply attempting to make a payment by phone. First I was given choices of where to be directed. Next I was given a long- winded menu to place me where I would best be helped. Here is where I scrambled for a simple piece of scratch paper and working pen. Because I took an extra thirty seconds, I missed options two thru seven and had to have it repeated. While busily writing a very shorthand version of shorthand, I still missed two options and had to listen a third time. This greatly upset me because I am well educated and I felt as though I were being mocked in some cruel form. Finally as I scanned through my list and found my best option, but because I had taken too long, I was suddenly disconnected. I called back and listening to the same dialogue, patiently waiting until she came to the part that suited my needs. Once I entered my number, to my horror I found myself listening to another menu, though smaller. Again I deciphered my best option and punched in the corresponding number. By now I had been on the phone for close to ten minutes. Next I was asked to enter in my vital information to make the actual payment. I figured this would go smoothly as I am the one with all the data and its not like they can interrupt me or ask questions. Well, if you can believe it, I still encountered problems! First my account number was entered too fast, then I didn’t push the star sign, I hit the pound sign. I apologized aloud as everyone else seems to prefer the pound sign as the enter key. As I placed in the amount I was paying, I apparently overpaid by a thousand dollars so I had to clear what I previously entered and re-enter everything again, stupid decimal points! Sighing heavily I began pacing, feeling my face grow hot and my temper rise. This being completed I listened to all the information I had placed and accepted that what was said was correct. Next I was instructed to wait while my information was being processed. Those words can induce suspense at the snap of a finger! I waited, analyzing in my head if I indeed had the right funds, if this payment would be on time, would I need to call back, etcetera. Two minutes later the recording expressed apologies that they were having trouble with their online payment division and to please call back later. I can’t express the words that freely flowed from my lips at that time, but I am sure you can list some and I promise I said half of them. I slammed the phone down, not once or twice but five times, hoping that it made its way to the ears of someone in management. I again called and pushed the number that would allow me to speak to someone. A very pleasant sounding man answered and I quickly changed my attitude and explained that I was having trouble with making a payment. He insisted this wasn’t a problem and promptly transferred me to the correct department. I waited only a few seconds when the menu option was being spoken to me and I found myself back where I was just moments before, refueling my now overstressed state of mind. Quickly I hung up and called again, wanting to speak to a person, a human, someone who could hear me and help me. Unfortunately, I sat on hold before a dismal sounding woman answered. I relayed my dilemma and told her she dare not transfer me to anyone but the right “human being” who could assist me. She sighed heavily which irritated me because I am the one who has been going through nothing but chaos since I dialed this number, all to make a payment! Did they not want my money? Tapping my fingers I realized that I was due for making an appointment at the salon. Finally a voice answered, and it was a real live voice at that! I did a small dance around and began talking in a very demanding yet polite tone. I knew it wasn’t right to take my frustrations out on her and I was quite sure she didn’t have anything to do with the conspirators of the establishment. This approach seemed to work as the “new” girl, as she referred to herself, felt a little pressure to do things properly. Since she was new, I took pity and oozed with kindness and sincerity. I even attempted a joke or two for the sake of putting her at ease. Within a few minutes, she took down my information, processed my payment, and thanked me kindly for the business. Wow, all this after twenty minutes. I couldn’t believe it! While there is a lot to be said about touchtone automated services, it can be a disservice. The obvious perks of it are not being on hold to speak to someone if you already know what you want or need, if you are in a hurry and don’t wish your coworkers to know you are on the phone paying bills or checking local movie times, and it is nice if you are checking your bank statement. Unfortunately there are negatives. Depending on the way the system is set up can also be beneficial to whether you are getting the help you need. If you don’t have a clue as to what you are supposed to be doing, then you are doomed to be on that phone half your day. I absolutely cringe when I am asked for extension numbers, because I never have that information in front of me. Many service menus are very long and drawn out, making the choices overwhelming. Sometimes I am unsure how to categorize my problem or request. Mainly though, it is just a very impersonal way to do business and you are relying on a machine to be accurate and properly take care of your money and credit card/debit information. I am not sold on the idea but have found it convenient on a few occasions. While I finished my small rant aloud for my two cats to hear, I quickly remembered to make my nail appointment. Some fancy salon just opened and my friends recommended it hands down. As I dialed, I gasped in surprise, as I listened to a menu on making my appointment. CLICK! Email Nancy Jackson: coryann93@yahoo.com ------------ Comment on this column in the forum. ------------ |
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