It may seem obvious to us consumers, but the corporate world isn't catching on. I recently had a conversation with Walt Tetschner, ASR News.com, about a very basic concept: First of all, if there is a person available, consumers should be connected right away. Secondly, if an automated system is necessary, it should use similar language to what a human would say. Yesterday, I had an experience that proved this explicitly. After you read about it, I hope you'll visit our site and let us know what you think of the working draft of the Gethuman Standards so we can produce the very best standard that will meet the needs of consumers: http://www.gethuman.com/earcon/.

A few days ago, I purchased a shirt for my husband at Kohl's, but I got the wrong size. I wanted to exchange it, but I knew they were low on inventory and I decided to call to make sure that they had the right size before I decided which Kohl's store to drive to. Simple question, I thought.

The phone was answered by an automated system (was there really no human available at that time???), which proceeded to inform me of their store hours...not just for that day, but for every day of the week. Not why I called. If I had walked into the store and approached a clerk, would he/she have spelled out store hours to me before saying "Can I help you?"

Next, the system offered me a few options including "press 3 to speak to a department associate." I pressed three. Then, the system proceeded to another elaborate menu from which I could choose to press a number for every department in the store. I pressed 6 for clothing. Then, you guessed it, another elaborate menu listing each of the clothing departments (mens, womens, childrens, etc.) You get the point. If I had walked into the store and approached a clerk, would he/she have listed every single department asking if I would like to speak with an associate there?

After following the instructions, I did get to speak with an associate in Men's, we'll call him Bob, who found the size I needed and held it for me at customer service. But imagine how much quicker and easier my experience would have been if a human had answered. He or she would have said "Kohl's. Can I help you?" I would have replied "Can I speak with someone in the men's department?" And I would have been connected to the exact same gentleman who helped me: Bob.

This is a clear example of a phone system that benefits the corporation (no one had to deal with me for at least 5 minutes), but it did not, IN ANY WAY, benefit me, the consumer.

Well, if only this system had worked as well as a human. The system would have said "how can I help you." I would have said "Men's." And I would have been connected with Bob. It's this type of issue, that seems so obvious to you and me, which will be tackled by our Gethuman Standards. Again, I hope that you'll visit our site and let us know what you think so we can produce the very best standard that will meet the needs of consumers: http://www.gethuman.com/earcon/. posted by Lorna Rankin at 8:30 PM

Hi all. Sometimes our users contact us looking to go beyond the customer service team and reach to executives or customer relations personnel at a particular company. Here's a site that's helping the movement by providing this (and other) info for customer service issues in the travel industry: http://csr.elliott.org/

You'll find tricks to get to a human, names and numbers for executives and other company info for major travel companies. The site also provides articles on current customer service related issues for these companies.

Check it out! posted by Lorna Rankin at 11:58 AM

Hi all. I recently received an email from one of our users who made an excellent analogy.

This user pointed out that in order to understand and evaluate a company's customer service, consumers must have the opportunity to experience, what else, customer service. If consumers are only given the opportunity to use an automated line or to look up answers to a question on a website, the customer has not truly received the full service.

The analogy: (Saying that a company has good customer service when I've not spoken to a living breathing person) is like saying my DVD player is excellent because the power button works.

I obviously feel strongly that every consumer should be given the option of using automated services or speaking to a representative. It might surprise you, that many times, I don't want to or need to speak to a representative. If the IVR (interactive voice response system) gets me what I need quickly and easily, I'm happy to push a few buttons or say "yes" or "no". But, as is often the case, these systems send me through unending loops of press this, press that. And I, like most of us, just don't have the time to actively participate in this long process.

Make it quick and I'll use the automated system happily. But always, always give ME ... you know, me... the consumer, the choice as to whether the automated option meets my particular need at that particular time. And DON'T misunderstand my needs and think that because you offer me AN option (automated) that you have offered me good customer service.

If my DVD player turns on, but I can't watch any movies, it would only serve to run up my electric bill. Give me power, good picture, great sound and ease of use and I'll tell the world what a great product you have.

Let me speak to a polite, funny, knowlegeable representative when I want to, and I'll tell the world what great service you have. You'll keep me as a customer and gain my fiends, family, co-workers, people I meet on the subway, etc. as your new customers. And better still, I sold your product; you didn't have to do a thing... oh yea, except offer good customer service to begin with.

Just needed a good rant and thought this analogy was appropriate. The next time someone asks you to evaluate their service, remember this analogy and tell them what you really think. Praise the good and knock the bad. posted by Lorna Rankin at 9:54 PM