or, in other words, what goes around comes around.
Tonight at dinner, the house phone rang. Very unusual in this age of cell phones. Thing 2 picked it up, and walked towards the dinner table.
“It’s Bank of America,” she said as she handed the receiver to me.
Normally, I don’t take calls during dinner. But this one? Hell yes. Of course it was a recorded voice, asking if I’d participate in a survey regarding my last phone interaction with their customer service.
I almost hung up. Because really, BofA, that’s unfair. CSRs have very limited power and authority. I did not want to rant against the young woman who really had nothing to do with the Bank’s policies and procedures. But I’m glad I stayed on the line because the first question?
“On a scale of 1 to 10, with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate your experience with BofA?”
Oh, so easy. And not at all condemnatory of the CSR. 1!
Then, get this, the recorded voice says “are you sure you meant to press 1? Press 1 for yes and 2 for no.”
A resounding 1
THEN, the voice says “It looks as though we have room for improvement. In 90 seconds or less, please state how we could improve our service.”
Um, act with integrity?