I came across with a problem in online bank transaction, and tried the phone banking to get assistance from through customer care. In the product menu selected the numeric option to get in the related service, even after following a long process I did not had the option to speak with the support personnel. Then I came across a scenario that after giving two consecutive wrong details of my ATM card, machine directed me to the voice support section. However, the customer executive could not able to answer to my question and put me on hold; astonishingly my call was directed to the main menu.
I again followed the same scenario to reach the customer care. This time the person gave vague steps to follow, and then told that the query doesn’t belong to their department. In this way I was moving from one department to other over phone. Even once during the conversation, phone connection was cut off.
Then I opened the online customer care section and started reading the FAQs and got the solution.
So, instead of spending time to sort-out the problem from the customer care, text-help could have been read earlier from the website.
Voice support is very handy to get the query answered. But it is found that all service providers segregate the voice support into different departments, callers are given whole lot of options to find the right one and ultimately it never becomes easy to get the right information.
1 comment:
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