"Your call is important to us"..........

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 2^nd, it is now July 25^th (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