While recently
trying to pay a utility bill that didn’t go through due to Ulster Bank’s recent
technical problems (a whole other story that I won’t get into now.....), I had
reason to call the said utility company so that I could make payment and ensure
that my service was not interrupted.
Oh, how I just love automated telephone
answering systems, please dial 1 for this, 2 for that, 3 for the other and so
on. While you are doing this, following the instructions, you are
constantly being told by an automated voice that your call is important to
them. When you eventually get to the department that you wish to speak to, you
are asked to key in your account number. Then you are told that 'all
operators are busy please hold', but at the same time being constantly reminded
by that automated voice that your call is important to them.
However, on this
particular occasion, I received a new option, the automated voice told me that
if I pressed 6, my call would be logged as my number was on their screen, that
I could hang up and that when the next operator becomes free they would call me
straight back. Fantastic! I thought to myself, no more hanging on the line for
32 minutes listening to crap music, advertisements or being told how important
my call was. The only problem is I pressed 6 on July 2nd, it is now
July 25th (23 days later) and nobody from the said utility company
has returned my call.
This has led
me to start thinking about B2BGateway and how we handle our customer care. When
I started with B2BGateway in April 2010, one of the key USP’s that was
mentioned over and over again was that each B2BGateway client is assigned a
dedicated Support Engineer. At first I thought to myself big deal, but now,
even though our company is experiencing tremendous growth, I see how important
it is for all our clients to have direct human contact. To actually have
somebody’s direct dial number and email address, somebody to call that knows your
business and requirements, somebody that does actually care and above all, as
an organization, at B2BGateway Your call
is important to us!
For more
information on B2BGateway’s superior customer service call +1 (401) 491 9595 or
email Sales@B2BGateway.Net
