No, your menu options have NOT recently changed

[8 Bit WWBG]

I wonder if anyone is actually fooled into listening by the "please listen closely as our menu options have recently changed" line.  I think its just a ploy to keep you listening to the recording longer, and prevent you from pressing "0".  Also, some places have gotten much slicker and the "operator" key is actually 3 or 8.

Then the ones that you have to press 0 several times irk me!  "OK, representative... before I give you to a representative, please state why you are calling.  OK, representative.  Here is a brief account summary.

Phone trees...

[Angel!]

Some of the voice recognition ones are pretty decent.  The one for my insurance sucks.  It will repeat back "Did you say 324237?" and it is always wrong.  So when you say "no" it asks you the same damn question again.

And then there are some that when you finally get through the menu you get a message that offices are closed or end up in someone's Vmail.  Seriously, you couldn't have told me offices are closed before this whole process?

[wvugurl26]

I have a few doctor's offices that say this. I've been using them for 2-3 years and the options have been the same the entire time.

[gooddecisions]

Seriously... I also hate when the VRU asks me to say my account number, PIN or password and doesn't give me the option to enter it. If I must provide that information, let me enter it with the number key pad so anyone around me won't hear it.

[The Walk of the Penguin Mich]

My orthopod's office has a notice that says press 1 if you are a doctor, press 2 if you are a patient wanting to make an appointment.  Then it goes into this huge spiel where they don't want you pressing 1 as a patient yada yada yada......

The freaking system makes you listen to the whole spiel before you can press 2!

[alabamagal]

I hate phone trees.  In the age of internet account management, I no longer call to check balance, make payments, etc.  When I call, I need to SPEAK TO A REPRESENTATIVE!

Also, my satellite provider now has something where when you call for technical assistance, you first go to a person (who does not spead English as their first language) and they just read off a screen.  If they can't help you, then they transfer you to the real technical assistance.

[teen persuasion]

The phone company's phone tree is the worst.  When I've had to call them (because my phonelines weren't working) they want you to give them a phone number just to book a repairman to check things out.  Hello!  My landline is not working; I'm calling from work.  If I am at work to get your call, then I can't be at home to meet the repairman, and vice versa.  Not everyone has a cell phone (yet).  I do, for emergencies, but our reception at home is horrid.  I tried to call the phone company on it, but the voice recognition couldn't understand me.  Hence the need to call from work.

Also hate the auto phrases they use: "Well, here's the thing..."

[8 Bit WWBG]

...:::"Also hate the auto phrases they use: "Well, here's the thing..."":::...

Agreed.  They sound so patronizing.  "I agree you are right and should get <thing you are asking for>.  However...".  That and "I do apologize for that..." as a way to start every response.

[8 Bit WWBG]

Not to mention the need to say my name at the beginning of every single statement.  Especially if they use a first name.

WWBG I want to thank you for holding.  Now WWBG, let me access that account statement.  OK WWBG I've found it.  Now WWBG I want to thank you for being an account holder for so long WWBG.  WWBG is it OK if I place you on a brief hold?  Thank you WWBG.

[bean29]

psst...here is my secret.  A lot of companies now ask you to complete a survey.  Do not say no.  Agree to take the survey.  People who agree to take the survey get much quicker assistance.  I figured this out after I held for about an hour and a half trying to resolve a billing issue for my in-laws on their electric bill.  My cell cut out before they answered.  I was so po'd the next day when I called that their message system told me the wait was like an hour and would I agree to take a survey.  I said yes b/c I wanted to bictch about the prior days service and my call was immediately answered no wait - wtf?  Now I always say yes to the survey and it seems to work pretty well.

Oh and I usually hang up before I take the survey too.  OOPS.

[Angel!]

Sept 24, 2013 11:31:15 GMT -5 bean29 said:

psst...here is my secret.  A lot of companies now ask you to complete a survey.  Do not say no.  Agree to take the survey.  People who agree to take the survey get much quicker assistance.  I figured this out after I held for about an hour and a half trying to resolve a billing issue for my in-laws on their electric bill.  My cell cut out before they answered.  I was so po'd the next day when I called that their message system told me the wait was like an hour and would I agree to take a survey.  I said yes b/c I wanted to bictch about the prior days service and my call was immediately answered no wait - wtf?  Now I always say yes to the survey and it seems to work pretty well.

Oh and I usually hang up before I take the survey too.  OOPS.

I have actually wondered that and started agreeing to take all surveys. 

[justme]

I hate when they ask you for your account #/whatever before they'll put you through to a representative, and then you just have to repeat it all to the representative. Why'd you ask me for the # if you're not going to pass it onto whoever is taking my call?

[8 Bit WWBG]

...:::"A lot of companies now ask you to complete a survey.":::...

Great advice!  I usually agree to the survey.  Unfortunately, the service which prompted this thread (our internal IT helpdesk) does not survey.

...:::"I hate when they ask you for your account #/whatever before they'll put you through to a representative, and then you just have to repeat it all to the representative. Why'd you ask me for the # if you're not going to pass it onto whoever is taking my call?":::...

If its an automated entry, but then doesn't pass on, I always figured that was a stall tactic.  The longer they can keep you away from a representative, or get you off the phone altogether, the lower their costs.

[Angel!]

A lot of them ask account number type stuff hoping that you will find your answer in the automated system and not need a person.  Like you just needed to know your CC balance or something.

Frankly, I don't think I have ever run into a situation where I didn't need to speak to a real person - usually I can find the simple answers online.

ETA - I lied.  I recall calling comcast a while back and getting a message that said "We are aware service is out in your area, we are working on it.  Service should be restored by X time, if you still need to speak to a representative, call back then."  And then it hung up on me.  That time I had my question answered with an auto response.  Brilliant on their part.  Gave me the info I needed and prevents pissed off customers from even getting through to a rep.  Would thoroughly piss me off if an outage was more than a few hours and you are still getting that response though.

[alabamagal]

Sept 24, 2013 11:29:37 GMT -5 8 Bit WWBG said:

Not to mention the need to say my name at the beginning of every single statement.  Especially if they use a first name.

WWBG I want to thank you for holding.  Now WWBG, let me access that account statement.  OK WWBG I've found it.  Now WWBG I want to thank you for being an account holder for so long WWBG.  WWBG is it OK if I place you on a brief hold?  Thank you WWBG.

I hate that to.  I am not your friend.  I want you to help.

And "How are you doing today" when you call the service line.  If I am calling service I am not having a good day.

Actually got a little annoyed when the plumber showed up "How are you doing today", my response, "Well we have no hot water, so I am not doing so great."

And I also get annoyed at some of the stores that try to thank you by name when you pay by credit card.  My last name is difficult to pronounce, so they always get it wrong.  Doesn't make me feel any more welcome.

Maybe I am just a grouch (as well as a grinch in the office!)