I just called Advanta, our corporate credit card provider, and got a particularly insidious greeting on a their phone tree. It said “Due to the success of our recent promotion we are currently experiencing high call volume. Please wait for the next representative.” Something about this made me cringe. I think it was the fact that their successful promotion was making me, a loyal customer, wait longer for help. If the company is making extra money they should spend some of it upping their customer service (or at lease avoid rubbing the wait time in my face).
The good news: I skipped the phone tree by mumbling “operator” a few times, then they answered the call in less than a minute and fixed my problem immediately, so they get a 4.5 / 5 overall.
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That is my utter pet hate… endless branches of options, for seemingly pointless reasons. The best service I have ever received is from First Direct bank in the UK. A fully online and phone based bank, they pride themselves on having a human answer your call within a few seconds, and always knowing the answers, and they actually deliver. I would pay a premium for that kind of service… why don’t other organisations think like this?!