{"id":31396,"date":"2016-08-31T00:00:00","date_gmt":"2016-08-31T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/why-must-i-repeat-myself-again-and-again\/"},"modified":"2023-11-13T20:49:44","modified_gmt":"2023-11-13T20:49:44","slug":"why-must-i-repeat-myself-again-and-again","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-care\/why-must-i-repeat-myself-again-and-again\/","title":{"rendered":"Why Must I Repeat Myself Again and Again?"},"content":{"rendered":"

\"phone<\/a>Phone Customer Support<\/h2>\r\nHave you ever called a company\u2019s phone customer support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time.\r\n\r\nHow about when you dial the support number and the automated prompt asks you to put in your customer number? Then the customer support rep\u00a0 asks you is, \u201cWhat\u2019s your customer number?\u201d\r\n\r\nOne question came to mind\u2026 Why?\r\n\r\nWhy did she ask for my account or customer number? I just entered it into their system before I was transferred to her. This is a waste of valuable time for both the customer and the company.\r\n\r\nJust yesterday I called Headsets.com<\/a>. They are the company that sells, you guessed it, telephone headsets. I had an issue with a headset they had sold me. I Googled the company name, clicked on the link to their website, immediately spotted the phone number, dialed it and within a few rings and a very short wait, I was on the phone with a customer support representative. She told me that from the phone number she has on her caller ID, she could see that I was from Shepard Presentations in St. Louis, MO and she had my account up on her screen. She asked who she was speaking to. I told her, and she immediately went to work on solving my problem. It couldn\u2019t have been an easier and more efficient use of both of our time.\r\n\r\nWhat she didn\u2019t do was ask for my customer number, my social security number, the name of my firstborn child and my grandmother\u2019s maiden name.\r\n\r\nSo maybe the people at Headsets.com aren\u2019t dealing with sensitive information like a bank or insurance company, but the point is once you have given any information to a customer support rep, you shouldn\u2019t have to repeat it again.\r\n\r\nThere are plenty of great customer relationship management programs that give customer service reps the ability to log in a problem, question, complaint, comment, etc. so that the next person doesn\u2019t have to ask the customer to repeat the story. There are also programs that have security features to protect against fraud. Some programs use voice print technology to match the customer\u2019s voice to their account.\r\n\r\nIt\u2019s inconvenient for the customer to have to repeat their story, and it only makes him more frustrated, if not angry. And as mentioned, it is a waste of time for the support representative<\/a> to have to listen to a story that\u2019s already been told. If time is money, and it is, then that wasted time over a number of calls, can add up to a big number.\r\n\r\nSo stop wasting both your and your customer\u2019s time. It will save you money and give your customer a better experience. That\u2019s a winning combination!\r\n

Save<\/span><\/p>\r\n

Save<\/span><\/p>\r\n

Save<\/span><\/p>\r\n