(St. Louis, MO, September, 2006) After 15 years of being number one; BEING PUT ON HOLD dropped to the #3 spot in Telephone Doctor’s WHAT BUGS YOU ON THE TELEPHONE? survey. What’s Number ONE? Drum roll please. The automated attendant! (Specifically, the menu.)
Telephone Doctor Customer Service Training, with headquarters in St. Louis, Missouri, recently conducted a survey to update the biggest telephone pet peeve of the American public. With hundreds of submissions received and a multitude of various aggravations, the automated attendant won hands down as the biggest frustration. "Especially when there is no option for a human," says Nancy Friedman, President of Telephone Doctor and noted expert on customer service and communication skills.
1. Automated attendant
2. Lack of good manners, rudeness and bad attitude
3. Being put on hold
5. Cell phones
6. Foreign accents, speaking too fast, not speaking clearly
7. Eating or chewing while on the phone
8. Voice mail
9. Transferring calls improperly
10. Background noises
11. Carryover conversation
12. Not returning phone calls
Nancy says, "We hear from audiences all over the country and there’s not a single program that we present where we don’t hear grumbles about the automated attendant. (AA)" But what we also found out was that while the "AA" is aggravating; the menus and the messages can often times be worse."
"‘Your call is very important to me’ sends callers up a wall," says Nancy. They think, "Yea? If I’m so important why the (BLANK) aren’t you there?"
So what’s #2 on the ‘dirty dozen’ list? Lack of good manners, rudeness and not having a good attitude.
And if you’re concerned about the good old cell phone, it came in at #5. Or more succinctly – the users of the cell phone and their horrible manners – loud talkers, ill placed calls and obnoxious rings. (Wouldn’t be surprised if one day it’ll be #1.)