After a recent call with a large insurance company I ended the call feeling rather more satisfied than I thought… why?
Yes, I was made to wait 5-10 minutes (but I was told I’d have to wait in the first place). Yes, I was directed to the website (as always), but I wanted to speak to a human and not do this online. And yes, I was feeling a bit disgruntled about the 5-10 minute wait time… BUT, then something happened to make me smile, - I was asked… what music I’d like to listen to while I waited, and the choices were;
Press 1 for soul | Press 2 for classic | Press 3 for jazz/swing | Press 4 for pop
I pressed 4 and was serenaded by Gabriella Cilmi (Sweet about me)
I’m not sure why, but somehow I didn’t mind waiting to be answered because it felt like I’d chosen to listen to this music.
Then followed a pre-recorded message by some well-known rugby player telling me about this insurance company’s involvement with charity, although this bit I was slightly less engaging, I thought it was a nice touch to get across their work with charity
In the end… you’ll be pleased to know that I eventually got through to a human (which was nice), and they promptly and efficiently dealt with my query.
I ended the call thinking… wow, different, they must really care about their customers to ask them what style of music they’d like to hear. Personally I think it’s a great idea, but on the other hand I know some people who wouldn’t be happy to be kept waiting 5 or10 minutes!!!