Contact Centre Accessible services

[sospan]

Anybody else share the frustration with companies Contact Centre services ?

Three times today I tried to contact a broadband supplier to switch services. Each time is was a long period on hold, having to endure a continuous stream of whiney, whiney music about blokes telling their girl how much they love them. Then you get put through to someone whom has less ability to communicate than we have !

Eventually, tried the old trick of dialing the accounts help line - it is funny if someone wants to give you money, how quick they answer the phone! I explained to the person, I had some difficulties because of a head injury and what a different experience.

With all the more mature / senior people in the country, people with Dementia / Alzheimer's, learning difficulties etc. Some firms have services for blind/ visually impaired or hard of hearing but few firms have separate services for people whom need a simpler, more patient customer service.

[Marnie22]

You might not believe this, but I just read your post while I am waiting to get through on the phone to a national bank! I do realise that the coronavirus situation has meant things are difficult, but I waited almost forty minutes before I got through, only to have such a bad line that the advisor couldn't ask me the required questions, (he was working from home,) then...THE LINE WENT DEAD!!!!!!!!!

So I am now waiting for my next call to be answered. GRRRRR!

I tried the text speak thingy and entered my message, only to get the answer that someone would get back to me....in half an hour.

Excuse me while I scream for a bit.....

😦🌸

[sospan in reply to Marnie22]

I feel your pan, been there so many times

[Marnie22 in reply to sospan]

Plus, on any 'customer services' call there is all that 'for this service press 1 etc.'

Then 'enter your account number.' Then the security questions.

!!!!!?!?!!!!!!

I have severe problems with short term and working memory, plus I find telephone calls really hard and tiring, (cognitive fatigue,) and I get confused easily. Even if I make notes I usually end the call more confused that I began it.

Not that I ever moan about it .......😁🌸

[sospan in reply to Marnie22]

the newer ones where they use voice recognition to ask you your account number , address, post code and then put you through to an operator who says for security reasons can you give me your account number, address and post code

Then you realise that you are through to an "off shore" operator whom understands English worse than the voice recognition service.

I would bang my head on the wall but that will only make things worse ....

[Marnie22 in reply to sospan]

Yes! I am looking for an inflatable brick wall that I cafe safely and symbolically bang my head against.....😁🌸

[Leonard68]

Wanted to contact Asda home delivery service, had a seizure during the afternoon,so was uncertain wether I would be well enough to accept the order, it took over 50minutes and about 20 attempts to get through, eventually I did, she was very apologetic, but I was REALLY !!! angry. All I was hearing was that bloody background music, and messages saying sorry,will be with you soon.Its no good if your on the floor ,just recovering from a fit.

[sospan in reply to Leonard68]

The repetitive music and the continual messages praising the company irritates are the best of times even more so when you are annoyed , more so when you are annoyed and have a head injury, even more so when you are unwell, annoyed and have a head injury ...

[Leonard68 in reply to sospan]

So, very, very true, when I say-`I was really losing my temper, I really mean it, but do you want to hear the funny side, already sorted it out 30 minutes before, but because of head pains and petit mal, forgot. Do you know what really gets me annoyed is my memory problems, my epilepsy is very, very well controlled. Its the flaming memory that get me down.