My existing contract had expired. After a little research, I landed on the perfect deal for us. I had two options. I could follow the website process and purchase direct. Or, as I have other products with this organisation, i could try to sweet talk securing a bundle and reduce my overall outgoings – this really can work, by the way!
Again, more options. Make a phone call and be placed in a queue that will more than likely by days as opposed to minutes; or try the chat mode. It was early Saturday evening, and I wasn’t in a rush, therefore poured a beer, found the chat facility and commenced engagement with the virtual assistant. Who was really lovely, responsive and and I can only imagine would be great fun at a dinner party.
After strategically answering the chat bot’s question in such a way that my new wee virtual assistant pal would be forced to put me through to their human teammate, I fairly quickly found myself talking with my new human acquaintance. This is the last time I will use terminology such as ‘quick’.
But heh, it is Saturday night (goodness, how my life has changed). I was in no rush. Beers in the fridge – dry January and I have a commitment; never to indulge in that fad every again.
Now, I know how the chat facility works; my new friend will be spinning plates with multiple customers at the same time. I always imagined a chat advisor to be a bit like a stockbroker in the city, constantly on the go, multi-tasking and arms flying around everywhere, keeping everything moving in the right direction. A bit high pressured and goodness knows how they remember each customer need.
I should have seen the warning sign, when my new friend asked for my personal details then said ‘thank you, I will be back with you soon. Please go about your day as normal’. Hmm, strange thing to say but ok, I will and casually sauntered to the fridge for another refreshment. German lager, in case you are wondering, ever so lovely, a bit strong and goes down far too well.
Time passed; I glanced up at the clock. I had been online for 54 minutes and no progress made. But hey, its Saturday night. Relax.
Movement. I am now asked to describe my ‘issue’. Again, strange as it is not an issue, but, playing the game, I shared my need.
We are now well over an hour. The advisor has collected my personal details and my need. And that’s it.
‘Are you still there’, I politely enquired. Then it happened.
‘Hi, sorry to keep you waiting. My shift is about to end. One of my colleagues will take over’. We are now 96 minutes since I first logged on/had my first beer. More silence.
New advisor arrives.
‘Hi. I will be helping you this evening. Can I have your personal details and the issue you want resolving please’.
‘You must be joking?’, I typed.
‘If I can have your personal details and your issue, I will be right back with you, please go about your day as normal…’
Why is everything so difficult these days.
