Is Your Customer Service Human? or Robotic?

If you’ve ever called the customer service number for a large company, you’ve probably seen this.

I understand that call center use scripts to help standardize service, but too often customer service just sounds robotic and ruins the customer experience.

I heard this encounter recounted recently about the dread of calling a large call center. I recently called in to my cell phone provider’s customer service line to inquire about a discrepancy on my bill.

The gentleman was courteous, but towards the end of our conversation, he turned into what sounded like a robot, obviously going quickly over a script that he had probably said dozens of times before.

“Is there anything else I can do to help you?”

“Um…no, that’s all. Thanks.”

“Great! Ifyouhaveanyquestionspleasecallxyzsupportat18005554848thankyouandhaveagreatday”.

I have spoken to many customer service agents before from other companies, and I understand that they all have their scripts to say, but this gentleman in particular caught me for a loop because he really did sound like a robot.

So, the next time you’re talking to a customer on the phone, remember that you’re a person, not a robot.