TALENT MONITOR

It is easy to irritate customers. And some companies seem to specialize in this practice.


You have this issue with the heating equipment.

One of a famous and recognized brand which stands for quality and reliability (sic).

Because some of your family members are rather the chilly type, you call at 8:30 AM to the service desk.

An IVR (Interactive Voice Responder) guides you through a set of menus and possibilities.

Finally, the same IVR responds that the offices are open between 9:00 AM and 5:00 PM.

In short, you called to early, try again later on.


At 9:25 AM you call again.

Same IVR, same menu, same possibilities…. same result: “our offices are open between 9:00 AM and 5:00 PM”


I guess their sales figures are as spectacular as their service.

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