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If only it were 40 seconds ... I'd be overjoyed to wait ONLY 40 seconds! I've logged my customer service waits this summer, and I'm waiting an average 11.3 minutes per call (21 calls so far.)

When the expectation is set to wait so long, callers begin to plan to do "something else" during the wait time. So, we are also distracted. I wonder how much of this is planned by Customer Service to keep us off our game, to keep us from being focused on why we called.

Also, about that "a spark of human intelligence," scripts are nice organizational tools; but, too often I already know more about the problem, and root cause analysis than they do. Perhaps, I can be deemed an intelligent human being until proven otherwise? I'm a professional problem solver, and I know there are much more productive problem solving processes and systems.

O, and don't get me started on tech support calls ...

Best Regards,

Mike Schleif
Marketing Local Business Online

As always, thanks for stirring things up with your posts Valeria.

I like this observation of yours, "It's what you do with the information that makes a difference."

And I might add, what you do with the information tells me (the customer) who you are regardless of your marketing messages.

Thanks again!

Keep creating...and imagining,

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