Why won't anybody talk to me?

Question

This week I have telephoned two organisations asking for very simple information, in one case all I needed was either a 'yes' or a 'no'. Both asked, 'Have you visited our website?'

I said organisations. One was the Salvation Army and the other was an organisation which hires out films and DVD's and yes, they knew who I was.

Answer 1

Tell them NO you don't have a computer then they'll HAVE to tell you.

Answer 2

I have a friend who is a small business owner who is the same way. I think it's counter-productive. She's so proud of her website, and has put so much work into it, she thinks everyone should go there for info about her products.

Just don't deal with those organisations if you don't like their way of dealing. Or, if you need to, just say that no, you haven't been to the website, can they please just help you over the phone.

In my friend's case, her website is so big and so complex, that it's much quicker just to ask her a question in person or on the phone. It's a case of too much info to sift through, and a phone call is much easier. From her point of view, she's very busy dealing with clients, and doesn't have time to be on the phone all the time. In my opinion, that means she needs to hire an assistant who can field the phone calls for her, and handle those questions from people who don't want to sift through her website.

Answer 3

Had you visited their websites? I find it a lot easier to spend a few minutes looking for info myself on the 'net than having to phone a call centre on an expensive 0870 number, wait in the queue for 20 minutes, then spend 10 minutes having to explain my relatively straightforward question to some poor chap whose first language is not English. Total cost probably at least a couple of quid, whereas 5 mins on the computer costs me nil.

Answer 4

In which case, that suggests that the 'simple' information you were asking for will be found on their websites.

Answer 5

possibly the person answering the phone did not know the answer. possibly they did not have the expertise to say yes or no.

possibly they have been instructed by their employer to direct people to the website or to ask that question. Phone calls are more labor intensive (more expensive) than web visits to an organization.

maybe they are keeping track of how many folks who called visited the website first (for administrative purposes etc.)

Answer 6

I always introduce myself and state my business and I always ask WHOM am I talking too. If I do not get a civil response or an answer to my query I take it further

Customer Care is important to the bosses, manners cost nothing, inform them that you want more than a virtual tour of their business as it is the people behind it that make it a success

Answer 7

...and you think that nobody talked to you?

People are expensive to hire and maintain. The fewer people that a company maintains, the less cost and the more profit. If they can defer a help desk call to a cheaply maintained web site, they save a bundle for 100,000 calls at even 1 minute per call.

Welcome to the 21st century.

Answer 8

It looks like they've both replied to your question! I'd say their response was rude and why did they bother to answer and not just have the same reply on an answerphone message then they could be even more lazy, and slightly less disrespectful.

Answer 9

It is a pathetic sign of the times, they are probably just untrained people who answer phones and nothing else and expect that every one knows how to use the net

Answer 10

because it saves them the trouble of finding out for you when you could visit the website and find out for yourself. Time is money.

Answer 11

Phone them back - be persistent. Tell them you have visited their web site but couldn't find the information you needed and that maybe they should make it easier to navigate