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“Thank you for calling ‘International We Care – No, Really’. Please listen to the following information, as our prompts have recently changed.
“To talk to one of our sales associates who is only trained to secure your credit card information, press 1.
“To speak to one of our customer service representatives who really doesn’t know very much and for whom English is relatively new hobby, press 2.
“If you are calling to check on the status of your repair, please call back during regular repair department hours, Tuesdays from 3:35PM – 3:40PM.
“For technical assistance, first log onto our web site and click on the Help button. When you learn that our help isn’t at all helpful, call us once again and press 4 to be put on hold.
“We answer all calls in the order in which they are received. There are 4,796 calls ahead of you.”
Of course, you really have had that experience, so this is a relatively painful chuckle. But when we subject our customers to frustrating voice prompts and other distancing dances, we send a message that speaks to our level of caring about them and that level looks rather low. It’s a bit like when we fail to really focus in when those who look to us for leadership want us to listen to them.
Your leadership stands out in everything you do, so make sure that you consistently send the right messages to everyone. Otherwise, they may put themselves on permanent hold.
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