RE: Serious follow-up to the automated telephone system thing

Subject: RE: Serious follow-up to the automated telephone system thing
From: "Downing, David" <david -dot- downing -at- fiserv -dot- com>
To: "McLauchlan, Kevin" <Kevin -dot- McLauchlan -at- safenet-inc -dot- com>, "John Posada" <jposada99 -at- gmail -dot- com>
Date: Mon, 9 Mar 2009 14:54:40 -0500

Yes, it does seem like customer satisfaction is being bumped way down to
the bottom of the priority list -- which seems ultimately
counterproductive if you lose all your customers.

David Downing
Senior Technical Writer
Credit Union Solutions
Fiserv



-----Original Message-----
From: McLauchlan, Kevin [mailto:Kevin -dot- McLauchlan -at- safenet-inc -dot- com]
Sent: Monday, March 09, 2009 3:44 PM
To: John Posada; Downing, David
Cc: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: RE: Serious follow-up to the automated telephone system thing

John Posada asked:
>
> And their justification for this is?
>
> On Mon, Mar 9, 2009 at 11:39 AM, Downing, David
> <david -dot- downing -at- fiserv -dot- com> wrote:
>
> > There is, in fact, a reason why those automated telephone
> support systems are so nerve-racking. I read about it a long
> time ago in an article in TECHNICAL COMMUNICATION. It seems
> that those systems are actually doing something that the
> police do to try and break criminals in a hostage situation
> -- repeatedly force someone to make choices among
> alternatives. The police do it with the intention of making
> the kidnapper finally say, "I give up! I'm coming out!" So
> those automated systems are breaking you down in a similar fashion.

They don't have to justify to you. They only have to justify to their
shareholders that it's used for the purpose of making the caller
compliant or making the caller go away and not tie up any of the
higher-maintenance wetware.


- Kevin


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References:
Serious follow-up to the automated telephone system thing: From: Downing, David
Re: Serious follow-up to the automated telephone system thing: From: John Posada
RE: Serious follow-up to the automated telephone system thing: From: McLauchlan, Kevin

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