Even the best customer service can be overshadowed by lengthy hold times and difficult to navigate telephone menus. Of course, if such obstacles are in the way, perhaps the word “best” can not be used regardless of how great the service is once a live person is reached. At GoDaddy, whenever I have called for assistance or to make a purchase, one of the first questions I am asked is: “In case we get disconnected, what is a good number for us to reach you?”
This question is music to my ears. I have called many companies, and I don’t mind mentioning a few, that did not ask this important question. Verizon and Comcast come to mind the quickest as businesses I needed to call to get some form of help. The phone menus were often confusing or lead to being connected with the wrong departments. Having a call dropped meant the burden of getting reconnected fell on me as the customer service personnel would not take a call back number in the event we were disconnected. It did seem odd that communication companies were rather poor in their supposed areas of expertise.
Once again, despite the advances in technology, simple telephone etiquette can either save the day or create an unnecessary blockade in the ability for customers to get questions answered. And that is a disconnect!