Not sure the sound clip still works, but she isn't too good at dates...
The sound file is fine; though the segment is a bit sappy as well as dated (it refers to automated response systems as being "new"). Longtime NPR listeners will enjoy hearing the great Bob Edwards introduce the segment.
My issue is in not being able to get through to an actual CSR when needed. Particularly Julie, who should inquire if a booking is for coach or sleeper and if the latter, immediately put in the queue for a CSR (since that almost always requires agent intervention). Ditto for modifying an existing reservation; I've not had an occurrence where a voice response system could successfully change a reservation. It's telling that there is now a service to navigate customer service departments and provide suggestions for reaching an actual person [www.gethuman.com].
I just keep hitting 0 till I’m put into a queue for a CSR.My issue is in not being able to get through to an actual CSR when needed. Particularly Julie, who should inquire if a booking is for coach or sleeper and if the latter, immediately put in the queue for a CSR (since that almost always requires agent intervention). Ditto for modifying an existing reservation; I've not had an occurrence where a voice response system could successfully change a reservation. It's telling that there is now a service to navigate customer service departments and provide suggestions for reaching an actual person [www.gethuman.com].
My latest pet peeve is the immediate answer messages which say "Did you know you can visit amtrak.com and make reservations, get fares, check train status, make hotel and car reservations, order pizza, request grocery delivery, arrange for pet boarding, and much more?" (Okay, so not quite that long, but it seems like it most of the time.) Yes, I know what I can do through the Internet site; it's because I can't do what I want that I need to call. Some companies make callers listen to that message before the regular voice response menu starts and one is put in the CSR holding queue.
What gets me is when the business tells me hours of operation when I call during the hours of operation. "We're open from 9 to 5..." and it's 11. If you're open, pick up the phone!My latest pet peeve is the immediate answer messages which say "Did you know you can visit amtrak.com and make reservations, get fares, check train status, make hotel and car reservations, order pizza, request grocery delivery, arrange for pet boarding, and much more?" (Okay, so not quite that long, but it seems like it most of the time.) Yes, I know what I can do through the Internet site; it's because I can't do what I want that I need to call. Some companies make callers listen to that message before the regular voice response menu starts and one is put in the CSR holding queue.
They're doing their best, to get you to hang up, and do it yourself....the danger of that is that some people will get so frustrated, they will just give up, and seek another type of transportation...My issue is in not being able to get through to an actual CSR when needed. Particularly Julie, who should inquire if a booking is for coach or sleeper and if the latter, immediately put in the queue for a CSR (since that almost always requires agent intervention). Ditto for modifying an existing reservation; I've not had an occurrence where a voice response system could successfully change a reservation. It's telling that there is now a service to navigate customer service departments and provide suggestions for reaching an actual person [www.gethuman.com].
My latest pet peeve is the immediate answer messages which say "Did you know you can visit amtrak.com and make reservations, get fares, check train status, make hotel and car reservations, order pizza, request grocery delivery, arrange for pet boarding, and much more?" (Okay, so not quite that long, but it seems like it most of the time.) Yes, I know what I can do through the Internet site; it's because I can't do what I want that I need to call. Some companies make callers listen to that message before the regular voice response menu starts and one is put in the CSR holding queue.
That doesn't always work on all companies...some may come back and say that that is not an option, or something to that effect...I just keep hitting 0 till I’m put into a queue for a CSR.My issue is in not being able to get through to an actual CSR when needed. Particularly Julie, who should inquire if a booking is for coach or sleeper and if the latter, immediately put in the queue for a CSR (since that almost always requires agent intervention). Ditto for modifying an existing reservation; I've not had an occurrence where a voice response system could successfully change a reservation. It's telling that there is now a service to navigate customer service departments and provide suggestions for reaching an actual person [www.gethuman.com].
My latest pet peeve is the immediate answer messages which say "Did you know you can visit amtrak.com and make reservations, get fares, check train status, make hotel and car reservations, order pizza, request grocery delivery, arrange for pet boarding, and much more?" (Okay, so not quite that long, but it seems like it most of the time.) Yes, I know what I can do through the Internet site; it's because I can't do what I want that I need to call. Some companies make callers listen to that message before the regular voice response menu starts and one is put in the CSR holding queue.
That may work better....
Some companies use "9" instead; and very rarely, but I've seen/heard it, # to get an operator.That doesn't always work on all companies...some may come back and say that that is not an option, or something to that effect...I just keep hitting 0 till I’m put into a queue for a CSR.My issue is in not being able to get through to an actual CSR when needed. Particularly Julie, who should inquire if a booking is for coach or sleeper and if the latter, immediately put in the queue for a CSR (since that almost always requires agent intervention). Ditto for modifying an existing reservation; I've not had an occurrence where a voice response system could successfully change a reservation. It's telling that there is now a service to navigate customer service departments and provide suggestions for reaching an actual person [www.gethuman.com].
My latest pet peeve is the immediate answer messages which say "Did you know you can visit amtrak.com and make reservations, get fares, check train status, make hotel and car reservations, order pizza, request grocery delivery, arrange for pet boarding, and much more?" (Okay, so not quite that long, but it seems like it most of the time.) Yes, I know what I can do through the Internet site; it's because I can't do what I want that I need to call. Some companies make callers listen to that message before the regular voice response menu starts and one is put in the CSR holding queue.
I get your point, as a customer service professional; and while I realize there are people out there who literally can't walk and chew gum at the same time and thus need to be told what is possible, I would think that is the minority of customers today. I've been using a computer for 35 years, and doing things online for 22 years, so I'm well aware and perfectly comfortable doing stuff online (and would prefer it). But, as discussed, there are things that can't be done online and thus require a person with a higher level of access. Also, there are a number of people (particularly of a certain age, as they used to say) who just don't like or are not comfortable with computers and really would like to talk to someone as helpful and caring as a Sarah Z. By suggesting (via recording) that they might just be morons or Luddites by wanting to speak to someone via telephone strikes me as just a wee bit insulting. (And in the case of Amtrak, what message are they sending to their Amish customers by suggesting that they get with the program and go online?)
I think you're reading way too much into this. They're just mentioning while you're waiting what you can do on the site. It seems kind of extreme to say that they're implying the person is a moron. It doesn't say "You know, instead of bothering a customer service rep, do everyone a favor and get your task done yourself on amtrak.com." And I don't see any reason why this could offend Amish customers. We would anyone actually take offense because an automated recording mentions a website while you're waiting? I'm a vegetarian, but that doesn't mean I get offended when I see someone say that turkey is low in fat.
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The reason I'm calling is because I need to resolve something too complex for the website. Otherwise I wouldn't be wasting my time sitting on hold or trying to communicate with a digital nitwit running interference disguised as useless advice. I'm sure a list of what a basic business website can accomplish was extremely helpful back in 1998, but here in 2018 it's borderline insulting. Those people who still don't understand how the internet works are not going to start using a new app or website just because some automated message told them to. For me the best answering systems are those that give you an aggregated time estimate based on the number of calls ahead of you with the option to enter a number of your choosing for a callback.
If the Muzak is the GOOD stuff (you know, '60's and '70's music ) I can wait a long time!!!Would you prefer to hear either Musik or silence while your on a long hold, or hear a reminder that 5-10 people also in line but are ahead of you hear and did not realize they could do that online or with Julie and end up getting out of line?
That would also mean the agent can get to you sooner!
The people who still call first probably aren't going to hang up and use the website after hearing an automated voice remind them. No reason to keep nagging them about the website if they're just going to keep calling anyway. It's annoying to be forced to wait through useless messages for the "recently updated" menu selection from six years ago to finally become active and then hearing what sounds like someone joining the call only to end up with yet another prerecorded message begging me to find help somewhere else. Invariably this leads me to lower the volume and eventually miss the real agent when they finally arrive.
